Help Desk Analyst
Overview Join us and make a co-workers day by providing guru tech support! World Travel Holdings is seeking aHelp Desk Analystto join the Technical Support team in ourWakefield, MA location.
The ideal candidate will have experience with front-line support, a passion for technology, and a drive for success.
Our Help Desk Analyst must be proficient with Desktop support, Microsoft Windows, Active Directory, and Office 365; able to handle situations with accuracy and a sense of urgency; and possess exceptional customer service and communication skills.
About World Travel Holdings World Travel Holdings is the nations largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands.
In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.
S.
airline, leading hotel brands and prominent corporations.
The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment.
Its global presence includes operating multiple cruise brands in the United Kingdom.
World Travel Holdings has offices in Wakefield, Mass.
; Ft.
Lauderdale, Fla.
; and Chorley, England.
For more information, visitWorldTravelHoldings.
com (http:
//www.
wth.
com/).
Responsibilities
Provide technical support to employees in desktop and network support, data access, logins, telephone, cubicle assignment/set-up, computer application access and passwords on a daily basis
Triage incoming trouble tickets to appropriate group, when necessary
Provide expertise on desktop support issues
Monitor the Technical Support E-mail queue, answer phone queue calls, and follow up on voice mail ensuring a timely response to customers
Log every incoming problem ticket and document resolution
Provide acknowledgement and a proposed time of resolution within one hour of receipt of problem
Resolve all issues in a timely manner while ensuring customers are updated on a continual basis
Maintain physical inventory of company hardware, as well as assist in moves, changes and/or additions
Monitor corporate systems and escalate to the appropriate support group when issues arise Qualifications
High School Diploma or equivalent plus experience working in a technical support role
Knowledge of Microsoft Windows 10 and 11 desktops and laptops
Knowledge of TCP/IP, DHCP, DNS, and other networking protocols
Knowledge of Microsoft Windows Server 2008 and above
Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook) / Office365
Experience in computer upgrades, troubleshooting, and parts replacement
Experience with Microsoft Active Directory 2012 and above, as well as Azure Active Directory
Experience with Microsoft Exchange, on-premises and Online
Excellent documentation and communications skills
Experience with MacOS preferred
Technical certification (A+, Network+) preferred
Ability to lift up to 50 lbs
Strong interpersonal skills; must be friendly, patient, and considerate
Must be available to work 9am - 6pm, Monday through Friday with possible nights, weekends, holidays and on-call rotation schedule as needed CONNECT WITH US! (https:
//careers-wth.
icims.
com/jobs/2095/help-desk-analyst/job?mode=apply&apply=yes&in_iframe=1&hashed=-336148175) Job LocationsUS-MA-Wakefield Category Information Technology Type Regular Full-Time Recommended Skills Azure Active Directory Communication Customer Service Dns Desktop Support Dynamic Host Configuration Protocol Estimated Salary: $20 to $28 per hour based on qualifications.
The ideal candidate will have experience with front-line support, a passion for technology, and a drive for success.
Our Help Desk Analyst must be proficient with Desktop support, Microsoft Windows, Active Directory, and Office 365; able to handle situations with accuracy and a sense of urgency; and possess exceptional customer service and communication skills.
About World Travel Holdings World Travel Holdings is the nations largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands.
In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.
S.
airline, leading hotel brands and prominent corporations.
The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment.
Its global presence includes operating multiple cruise brands in the United Kingdom.
World Travel Holdings has offices in Wakefield, Mass.
; Ft.
Lauderdale, Fla.
; and Chorley, England.
For more information, visitWorldTravelHoldings.
com (http:
//www.
wth.
com/).
Responsibilities
Provide technical support to employees in desktop and network support, data access, logins, telephone, cubicle assignment/set-up, computer application access and passwords on a daily basis
Triage incoming trouble tickets to appropriate group, when necessary
Provide expertise on desktop support issues
Monitor the Technical Support E-mail queue, answer phone queue calls, and follow up on voice mail ensuring a timely response to customers
Log every incoming problem ticket and document resolution
Provide acknowledgement and a proposed time of resolution within one hour of receipt of problem
Resolve all issues in a timely manner while ensuring customers are updated on a continual basis
Maintain physical inventory of company hardware, as well as assist in moves, changes and/or additions
Monitor corporate systems and escalate to the appropriate support group when issues arise Qualifications
High School Diploma or equivalent plus experience working in a technical support role
Knowledge of Microsoft Windows 10 and 11 desktops and laptops
Knowledge of TCP/IP, DHCP, DNS, and other networking protocols
Knowledge of Microsoft Windows Server 2008 and above
Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook) / Office365
Experience in computer upgrades, troubleshooting, and parts replacement
Experience with Microsoft Active Directory 2012 and above, as well as Azure Active Directory
Experience with Microsoft Exchange, on-premises and Online
Excellent documentation and communications skills
Experience with MacOS preferred
Technical certification (A+, Network+) preferred
Ability to lift up to 50 lbs
Strong interpersonal skills; must be friendly, patient, and considerate
Must be available to work 9am - 6pm, Monday through Friday with possible nights, weekends, holidays and on-call rotation schedule as needed CONNECT WITH US! (https:
//careers-wth.
icims.
com/jobs/2095/help-desk-analyst/job?mode=apply&apply=yes&in_iframe=1&hashed=-336148175) Job LocationsUS-MA-Wakefield Category Information Technology Type Regular Full-Time Recommended Skills Azure Active Directory Communication Customer Service Dns Desktop Support Dynamic Host Configuration Protocol Estimated Salary: $20 to $28 per hour based on qualifications.
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