Help Desk Analyst

Job Locations US-MA-Wilmington
Category
Information Technology
Type
Regular Full-Time

Overview

World Travel Holdings is seeking a Help Desk Analyst to join the Technical Support team for our Wilmington, 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 nation’s largest cruise agency and award-winning leisure travel company with a portfolio of more than 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 the country's original host agency and is consistently recognized as an industry leader in work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wilmington, Mass.; Ft. Lauderdale, Fla.; and Chorley, England. For more information, visit WorldTravelHoldings.com.
We are proud to be named: 

  • 50 Most Engaged Workplaces by Achievers
  • Top 500 America's Best Midsize Employer by Forbes 
  • Top Workplace in South Florida by Sun Sentinel

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 at least 2 years of help desk experience
  • Technical certification ideal (A+, Network+)
  • Knowledge of Microsoft Windows 7 and 10 desktops and laptops
  • Experience in PC upgrades and parts replacement
  • Knowledge of TCP/IP, DHCP, DNS, and other networking protocols
  • Experience with Microsoft Active Directory 2008-2012 and Azure preferred
  • Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook) / Office365
  • Experience with MacOS preferred
  • Excellent documentation and verbal communications skills
  • Must be willing and able to work 11am to 8pm EST, Sat-Wed (off Thurs/Fri) or 11am to 8pm EST, Wed-Sun (off Mon-Tues)
  • Ability to lift up to 50 lbs
  • Strong interpersonal skills; must be friendly, patient, and considerate
  • Must be a resident and live in a US state. We do not currently hire in AK, CA, HI, KY, ND, OH, OR, and PA. 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

CONNECT WITH US!

Not ready to apply? Connect with us for general consideration.