Remote Help Desk Analyst – IT Support & Travel Perks

World Travel Holdings; United States; Remote; USD 2,728,000 - 3,885,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with discretionary match

Paid time off and holidays

Travel discounts

EAP

Professional development

Job summary

World Travel Holdings is seeking a detail-oriented, remote Help Desk Analyst to join our End User Support Team. This role focuses on resolving issues reported through our Ticketing System and keeping our organization’s technology running smoothly.

The position requires strong technical and customer service skills, experience with Windows 11, AD/Entra ID, and Microsoft 365. It offers a remote work setup with comprehensive benefits and a schedule of Saturday through Wednesday, 11am to 8pm EST.

Qualifications

• High school diploma or equivalent.
• 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 Windows Server administration and troubleshooting.
• Experience with Windows Active Directory, Entra ID and Azure AD.
• Strong knowledge of Microsoft 365 apps (Word, Excel, Outlook).
• Experience supporting Exchange Server on-premises and Exchange Online.
• Excellent written and verbal communication skills; able to create clear technical docs.
• MacOS experience preferred.
• Technical certs (A+, Network+) preferred.
• Able to work Saturdays through Wednesdays, 11am-8pm EST.

Responsibilities

• Resolve end-user issues reported through the ticketing system.
• Escalate complex problems following documented procedures.
• Provide remote end-user support to maintain IT operations.
• Document steps and outcomes for knowledge sharing.
• Maintain customer-focused, professional communication throughout tickets.
• Adhere to Help Desk policies and company procedures.

Skills

Problem Solving

Communication

Patience under pressure

Adaptability

Documentation

Customer service mindset

Education

High school diploma or equivalent

Tools

Ticketing system

Windows 11

Active Directory

Microsoft 365 apps

Job description

World Travel Holdings is seeking a detail-oriented, remote Help Desk Analyst to join our End User Support Team. This role focuses on resolving issues reported through our Ticketing System and keeping our organization’s technology running smoothly.

The position requires strong technical and customer service skills, experience with Windows 11, AD/Entra ID, and Microsoft 365. It offers a remote work setup with comprehensive benefits and a schedule of Saturday through Wednesday, 11am to 8pm EST.