[Hiring] Help Desk Analyst @World Travel Holdings Inc

Role Description

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 schedule for this role is: Saturday through Wednesday, 11am to 8pm EST.

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 knowledge, 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.

Benefits

• Estimated Pay: $24.00/hour
• 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.