Service-Desk-Analyst, Technical-Support-Specialist, IT-Support-Analyst Jobs

Key Tasks & Responsibilities

• Serve as an experienced initial point of contact, receiving incidents and requests via telephone, email, web, self-service, monitoring, and escalation channels.
• Create complete ServiceNow records, verify customer and impact information, and categorize, prioritize, assign, and route tickets per approved procedures.
• Resolve first-contact and complex Tier 1/2 issues using approved procedures, scripts, knowledge articles, and remote-support tools.
• Troubleshoot laptops, desktops, thin/zero clients, mobile devices, printers, peripherals, LAN/WAN/VPN/wireless connectivity, accounts, passwords, email, collaboration, and enterprise applications.
• Apply approved workarounds and escalate incidents exceeding authority, capability, or scope to field support, engineering, cybersecurity, application, or vendor teams.
• Recognize and immediately escalate outage signals, capturing symptoms, affected users and locations, start time, impact, and troubleshooting performed; support Severity (SEV) 1 and SEV 2 response.
• Own assigned tickets through resolution, keep customers informed of status and next steps, confirm restoration and satisfaction before closure, and reopen or re-escalate when issues recur.
• Participate in shift handoffs and support VIP incidents and requests per priority-support procedures.
• Provide technical guidance to Journeyman analysts, review complex tickets, and assist leadership with queue monitoring, backlog reduction, and workload balancing.
• Perform ticket-quality reviews when assigned and reinforce consistent documentation, communication, and escalation practices.
• Identify recurring incidents and knowledge gaps, recommend new or updated articles or automated resolutions, and contribute to problem and known-error records.
• Protect sensitive information, meet response and resolution targets, and provide ticket and queue data for status reports.

Education & Experience

Required:

• Associate’s degree in Information Technology or a related field, or equivalent professional experience.
• Minimum of six (6) years of relevant service-desk, help-desk, desktop-support, or end-user support experience.
• Experience documenting, troubleshooting, resolving, and escalating complex Tier 1/2 incidents and requests using an enterprise ITSM platform.
• Working knowledge of hardware, operating systems, productivity software, user accounts, networks, remote access, and enterprise applications.
• Ability to recognize and escalate potential outages and maintain complete, accurate ticket documentation. Ability to provide technical guidance to less-experienced personnel.
• Strong customer-service and communication skills, and ability to work assigned shifts and after-hours, weekend, holiday, or surge coverage.

Preferred:

• Experience using ServiceNow in a multi-tier enterprise service desk supporting federal or DoD users.
• Experience supporting geographically dispersed users in a 24/7/365 environment, including VIP or executive users. Experience supporting SEV 1 and SEV 2 incidents.
• Familiarity with ITIL incident, request, problem, knowledge, access, and service-level practices.
• Experience with remote-support, endpoint-management, directory-services, or knowledge-management tools.
• Experience providing peer mentoring or shift-lead support.

Certifications

• Required: None.
• Preferred: CompTIA A+, CompTIA Network+, CompTIA Security+, or ITIL 4 Foundation.

Security Clearance

• Active Secret clearance or higher is required.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

Work Environment / Travel:

• Remote position; Chicago, IL–area candidates preferred.
• Must work assigned shifts within the program’s operating schedule and support after-hours, weekend, holiday, or surge coverage when required.

Administrative Notes:

Period of Performance: March 1, 2027 – February 28, 2033

Contract Start Date: March 1, 2027

Note: By applying to this position, the candidate acknowledges and consents to having their resume included in an active competitive Government contract bid.

Originally posted on Himalayas

Overview

World Travel Holdings is seeking a detail-oriented, remote Help Desk Analyst to join our End User Support Team. This is a critical role focused on resolving issues reported through our Ticketing System and to keep our organization’s technology running smoothly. The ideal candidate’s goals and expectations can be categorized into four main areas: technical skills, customer service skills, personal development, and process adherence. The schedule for this role is: Saturday through Wednesday, 11am to 8pm EST.

About World Travel HoldingsWorld Travel Holdings is the nation’s largest cruise agency and an award‑winning leisure travel company with nearly 40 travel brands. Headquartered in Fort Lauderdale, FL, we offer a people‑focused culture with a strong commitment to employee engagement and remote work. Learn more: WorldTravelHoldings.com

Responsibilities

Technical Skills

• Problem Solving & Critical Thinking: Approaches issues with persistence, gathers context, identifies patterns, and does not stop at the first obstacle.
• Technical Knowledge & Curiosity: Seeks to understand the root cause of issues rather than applying surface‑level fixes.
• Resource Management: Uses internal documentation, external references, team acknowledge, and escalation paths to drive effective troubleshooting.
• Security Mindfulness: Recognizes risk indicators and handles potential security incidents appropriately and promptly.

Customer Service Skills

• Communication & Collaboration: Communicates clearly with users and consistently uses established team communication tools throughout the day.
• Composure & Patience: Maintains professionalism and calm when assisting frustrated or stressed users.
• Adaptability: Adjusts quickly to changing priorities, new information, and evolving situations.
• Customer Service Mindset: Ensures users have a positive support experience, demonstrating professionalism, courtesy, and a willingness to go above and beyond when appropriate.

Professional Skills

• Organization: Manages projects and tickets effectively, ensuring multi‑step or multi‑day tasks are followed up on and set up for success.
• Attention to Detail: Identifies key details in tickets or user reports that guide accurate troubleshooting and proper procedural steps.
• Follow‑Through & Ownership: Takes responsibility for seeing tasks, tickets, and user issues through to completion, even when they require multiple steps or coordination.
• Documentation Discipline: Maintains clear, accurate, and consistent documentation across all work, supporting continuity, troubleshooting, and team visibility.

Performance Goals

• Ticket Resolution: Meeting targets for resolving tickets within a designated timeframe and maintaining a high first-call resolution rate (resolving the issue on the first contact), where appropriate.
• Ticket Outreach: Maintaining the Help Desk strategy of ensuring all tickets are responded to quickly; ideally within a one-hour timeframe of receiving the support request during regular business hours.
• Customer Satisfaction: Striving for high customer satisfaction ratings through positive and helpful interactions.
• Collaboration Proficiency: Demonstrate consistent collaboration practices with the Help Desk team to ensure team members and management are aware of workflows, obstacles, and help needed.
• Adherence to Policies: Following established procedures, Help Desk policies, and company policies related to user support.
• Continuous Improvement: Looking for ways to improve processes, identify knowledge gaps, and enhance overall skillset.

Qualifications

• High school diploma or equivalent and prior experience in a technical support or help desk role.
• Experience using a ticketing system to document, prioritize, and resolve end-user support requests in a remote environment.
• Knowledge of Microsoft Windows 11 desktops and laptops
• Experience in computer upgrades, troubleshooting, and parts replacement
• Knowledge of TCP/IP, DHCP, DNS, and other networking protocols
• Working knowledge of Microsoft Windows Server administration and troubleshooting.
• Experience with Windows Service Active Directory, Microsoft Entra ID and Azure Active Directory.
• Strong working knowledge of Microsoft 365 applications, including Word, Excel, and Outlook.
• Experience supporting Microsoft Exchange Server on-premises and Exchange Online.
• Excellent written and verbal communication skills, with the ability to create clear and accurate technical documentation.
• Experience with MacOS preferred
• Technical certification (A+, Network+) preferred
• Able to work: Saturday through Wednesday, 11am to 8pm EST

Compensation and Benefits

Estimated Pay: $24.00/hour

Benefits Overview:

• Comprehensive medical, dental, and vision coverage
• Company-paid life and disability insurance
• 401(k) with discretionary company match
• Paid time off and holidays
• Travel discounts and employee perks
• Employee Assistance Program (EAP)
• Professional development and learning opportunities

EEO Statement

World Travel Holdings is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to any status protected by applicable law.

Originally posted on Himalayas