Technical Support Specialist

CW Government Travel; Virginia; Hybrid; USD 71,000 - 131,000; Full time

Benefits offered by this job

Health insurance

Retirement program

Parental leave

Adoption assistance

Wellbeing resources

Job summary

Amex GBT is seeking an experienced enterprise desktop support specialist to manage hardware and software issues across Windows and Mac environments. The role involves on-site and remote support, ticketing within SLAs, and collaboration with vendors to resolve complex problems.

The ideal candidate has 5+ years in enterprise desktop support, strong documentation, and excellent communication skills. A hybrid role based in Arlington, VA includes on-call duties and regional work responsibilities.

Qualifications

• 5+ years of experience in an enterprise desktop support environment.
• Experience with Windows and Mac operating systems, Office Suites, and Active Directory.
• AA degree in computer science or technical school preferred.

Responsibilities

• Lead and update ticketing system within SLAs, prioritizing critical tickets.
• Provide on-site and remote technical service support in Windows/Mac/Network environments.
• Diagnose hardware, software and system failures and determine cost-effective repair resolutions.
• Maintain understanding of IT hardware repair and OS management at all levels.
• Coordinate support and repair activities with third-party vendors.

Skills

Windows OS support

Mac OS support

Office Suites

Active Directory

Documentation skills

Verbal & written communication

Education

AA degree in computer science or technical school

Tools

None

Job description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Our ticketing system platform helps global business travelers book flights, trains, and more travel options around the world. In this role, you'll play a critical part in system imaging, issue resolution for hardware and software, and managing assets and vendors. If you have experience in Windows and Mac OS support and a passion for the travel industry, we'd love to meet you.

What You'll Do

• Lead and update ticketing system within established SLAs, prioritizing critical tickets and assessing impact severity to the business
• Provide on-site and remote technical service support, installation, configuration, and problem resolution in Windows / Apple / MAC / Network environments
• Diagnose mechanical, hardware, software and system failures and determine the most cost-effective and timely repair resolution
• Maintain a sophisticated understanding of IT hardware repair and OS management at all levels
• Identify methods to improve customer support by evaluating current processes, procedures, and technology
• Coordinate support and repair activities with select third party vendors.

What We're Looking For

• Must be US Citizen and successfully complete background check.
• Hybrid role requiring occasional onsite work in the Arlington, VA office and other offices in the region.
• Part of on call rotation.
• Working hours M-F 2 -11 AM Eastern
• 5+ years of experience in an enterprise desktop support environment, with software and hardware technical issues
• AA degree in computer science, or technical school is preferred
• Experience with Windows and Mac operating systems, Office Suites, and Active Directory
• Professional writing and documentation skills
• Excellent verbal and written communication
• Passionate about the details
• Driven and able to follow written processes and procedures

Location

Virginia, United States

The US national base salary range for this position is from $70,700.00 - $131,300.00

The national range provided includes the base salary that Amex GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate's relevant experience, skills, knowledge, and work location.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family .
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

And much more!

A ll applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement .