On-Site IT Support Analyst – Windows/Mac, AD & VPN

Internova; New York (NY); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision insurance

FSAs

Life insurance & AD&D

401k with company match

Employee travel discounts

LinkedIn Learning access

Job summary

Internova Travel Group in Manhattan, NY is seeking a Technical Support Analyst to provide hands-on IT support for Windows and Mac OS environments, Office 365, AD/Exchange, and VPN. You will image devices, manage user accounts, assist with remote access, and contribute to end-user training and documentation.

You will participate in after-hours rotation and support a range of software, hardware, and security practices while delivering white-glove service to end users across the organization.

Qualifications

• Associate’s degree in MIS/CIS or equivalent business/industry training and 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.
• 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.

Responsibilities

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Responsible for first line Tier 2 technical support.
• Work with vendor support contacts and teammates to resolve technical problems with desktop computing equipment and software.
• Utilize remote control software to remotely troubleshoot and fix user problems.
• Image, configure, and maintain laptops, desktops, and printers.
• Troubleshot phone issues (with assistance from in-house telecom department as needed).
• 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, frequently asked questions (FAQs) and procedures for end users where applicable.
• Able to work extended hours in the event of serious problems or scheduled work.
• Able to 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, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and frequently asked questions 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, including checking and cleaning of workstations, printers, and peripherals.
• 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 leveraging improvements in technologies to provide efficiencies with service delivery.

Skills

Communication skills

Customer service

Team player

Analytical thinking

Problem solving

Detail oriented

Time management

Research skills

Self-motivated

Interpersonal skills

Education

Associate degree MIS/CIS

Certifications (A+, Network+, MCP, ITIL)

Tools

Windows 10/11

Microsoft 365

Active Directory

Intune / SCCM

VPN / remote access

ITSM tools (ServiceNow, BMC, Salesforce)

Mac OS support

Job description

Internova Travel Group in Manhattan, NY is seeking a Technical Support Analyst to provide hands-on IT support for Windows and Mac OS environments, Office 365, AD/Exchange, and VPN. You will image devices, manage user accounts, assist with remote access, and contribute to end-user training and documentation.

You will participate in after-hours rotation and support a range of software, hardware, and security practices while delivering white-glove service to end users across the organization.