Technical Support Contractor
CoinTracker
SQL
Technical Support Analyst
Internova Travel Group
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $18 - $30 per hour
Job Level
Mid-LevelSenior
Tech Stack
Cyber SecurityITSMServiceNow
About the role
- Provide technical expertise and trouble-shooting
- Find solutions and supporting hardware, software, and operating systems in an inter-networked environment
- Assist in onboarding new hires
- Field incoming help requests from end users via both telephone and e-mail in a courteous manner
- Document all pertinent end user identification information
- Responsible for first line Tier 2 technical support
- Work with vendor support contacts and teammates to resolve technical problems
- Utilize remote control software to troubleshoot and fix user problems
- Image, configure, and maintain laptops, desktops, and printers
- Troubleshoot phone issues
- Support various software packages including Microsoft Office, anti-virus, backup, email clients, ActiveSync, VPN client, Adobe Products, Internet Browsers and various GDS software
- Perform system administration of Microsoft Active Directory, Exchange and Office 365 user management
- Escalate IT issues when necessary
- Develop user training manuals, help sheets, FAQs and procedures for end users
- Work extended hours in the event of serious problems or scheduled work
- Work as part of the after-hours team rotation for on-call
- Provide clear & concise information through written and verbal communications
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Build rapport and elicit problem details from help desk customers
- Record, track, and document the help desk request problem-solving process
- Access software updates, drivers, knowledge bases, and resources on the Internet to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Performing preventative maintenance
- Test fixes to ensure problem has been adequately resolved
- Perform post-resolution follow-ups to help requests
- Responsible for improving systems and processes within the end user standards
Requirements
- Associate’s degree in MIS/CIS or equivalent business/industry training
- At least 3 years of equivalent on-the-job experience
- 3+ year(s) experience supporting end-user computing technical service support in a business environment
- Familiarity with ITSM tools (e.g., ServiceNow, BMC, Salesforce, or equivalent)
- Hands-on experience with IT system implementation and troubleshooting support for core Microsoft technologies, including Windows 10/11, Microsoft 365, Teams, and Active Directory
- Experience with Intune, SCCM, or similar tools is a plus
- Experience supporting Mac OS is a plus
- Experience with onboarding process a plus
- Experience supporting remote users via VPN, RDP, and other remote access tools
- Understanding basic cybersecurity principles and ability to follow IT security policies and best practices
- Good time management and multi-tasking skills
- Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation preferred
- Ability and willingness to travel overnight occasionally for implementation and support of company locations nationwide
- Ability to work a standard five-day work week, with at least three (3) days per week onsite at a designated company location
- Flexibility to work occasionally after-hours or weekends as needed
- Ability to participate in on-call rotation schedules when necessary
- Experience working in a team-oriented, collaborative environment
- Demonstrates initiative and follow-through to ensure successful results
- Strong ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain technical information quickly
- Excellent written and oral communication skills
- Ability to present ideas in user-friendly, non-technical language
- Exceptional interpersonal skills, including rapport-building, active listening, and effective questioning techniques
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Strong customer service orientation with a commitment to user satisfaction and white glove service
- Able to lift a minimum of 25 pounds
Benefits
- choice of two medical plans and two dental plans
- vision insurance
- flexible spending accounts (FSAs)
- company-paid life insurance and AD&D
- optional additional life insurance and AD&D
- disability insurance
- paid parental leave
- paid time off
- 401k Plan with company match
- discounted employee travel options
- access to LinkedIn Learning webinars and courses
- discounted pet insurance and auto, home, & renters insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingtechnical supportsystem administrationMicrosoft Active DirectoryMicrosoft 365Windows 10VPNremote accessIntuneSCCM
Soft skills
communicationtime managementmulti-taskingteam collaborationinitiativeproblem-solvingattention to detailcustomer servicerapport-buildingactive listening
Certifications
CompTIA A+Network+Microsoft Certified Professional (MCP)ITIL Foundation
