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IT Help Desk Specialist (United States)

Thank you for your interest in Travelink, American Express Travel! We are committed to providing an extraordinary experience for all our clients. We promote a professional and fulfilling, collegial team work environment for all of our team members. We're different from the rest: We are dedicated and take action to always go the extra mile for our customers. Everything we do is focused on the objective of exceeding our customers' expectations. If you have a passion for superior customer service, we want to hear from you!

Position Overview:

This position is the initial point of contact for all technical support via ticketing system, email, live chat or phone. The ideal candidate will be an Experienced Tier 1 support technician and ready to advance to Tier 2 responsibilities quickly.  Position will report to Director of Information Technology (IT). 

Duties & Responsibilities:

  • Provides support for hardware, systems, sub-systems and/or applications.
  • Assists with basic desktop support, may be required to remote into user’s computer.
  • Troubleshoot network connectivity issues, working with remote employees on a corporate network.
  • Offers alternative solutions where appropriate and documents the procedures necessary.
  • Escalates complex problems to the appropriate Tier 2 support.
  • Handles user problems in person, over the phone or using remote access.
  • Will perform basic troubleshooting using provided tools.
  • Identifies, researches, and resolves technical problems independently.
  • Documents, tracks and monitors problems to ensure a timely resolution.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Relies on instructions and pre-established guidelines to perform the functions of the job.
  • Attends team meetings and communicates issues that arise appropriately.
  • Will work autonomously to complete tasks and remedy support issues
  • Other duties as assigned by the Director of IT.

Qualifications:

  • Ability to troubleshoot issues in person and remotely.
  • Demonstrated experience handling critical issues over the phone.
  • Flexible demeanor with an excellent work ethic.
  • Must be detail oriented and able to perform functions accurately.
  • Excellent customer service and communication skills, including written, verbal and telephone skills.
  • Ability to follow directions from supervisors appropriately.
  • Ability to work well in a very Dynamic Team environment.
  • Knowledge of MS Server OS, MS Office Suite, Active Directory, Adobe Acrobat.
  • Experience with Servers, Layer 3 switches, PC Hardware, Desktop Settings, Cloud based phone system.
  • An Associate Degree in Computer Science or related technical field.
  • Five years of applicable desktop and/or technical experience.

To apply, please submit your resume and cover letter to the below submission form.

Topics: Location - United States, Location - Nashville, TN

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Travelink, American Express Travel is an equal opportunity employer.