Helpdesk Analyst providing advisory and technical support across travel technology products. Seeking candidates with GDS knowledge, especially in Galileo and customer - facing experience.
About the role
- Helpdesk Technician II focused on escalated tickets and client support for small- to mid-sized businesses. Requires in-office presence and strong technical skills in various IT areas.
Responsibilities
- You’ll primarily be focused on escalated tickets including break/fix issues, application installation and configuration, and user-level settings.
- Play a role in server administration, networking, and security aspects.
- Tasks such as setting up new Hyper-V hosts, troubleshooting and deploying Sonic firewalls, and managing Datto networking switches and access points.
- Occasionally sent onsite for networking and server deployments to offer guidance and mentorship to a Level One technician.
- Utilize our ticketing system to document, monitor, and escalate tickets, while also maintaining our documentation platform.
- Collaborate with a talented team to provide exceptional service to our clients, whether remotely or on-site.
Requirements
- A+ and/or Network+ Certifications are required (If you do not have, will need to obtain after employment)
- MD-102 preferred
- Strong knowledge of Windows 10/11 and MacOS
- Strong knowledge of Windows Server 2016, 2019, and 2022
- Knowledge of Sonic firewalls, Datto networking and networking concepts
- Familiarity with Microsoft 365 Office Suite and Office 365 cloud services
- Knowledge of Azure and/or AWS
- Datto BCDR and/or SaaS Backup
- Experience with Autotask PSA is a plus
- Exceptional written and oral communication skills required
- Able to work independently and part of a team
- Ability to Manage Time Effectively
- Capability to lift and transport equipment weighing up to 50 pounds
- Reliable Transportation
Benefits
- Hourly range - $30 - $35/hour
- Competitive pay with quarterly bonus eligibility
- Monthly cellphone stipend
- Coverage for 90% of your medical, dental, and vision insurance expenses.
- 401(k) plan with 4% company matching and immediate vesting
- Eight paid holidays and 17 days of PTO in year one
- Educational reimbursement for certification tests and company supplied training resources
- Fun team events
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