Help Desk Support/Technical Support - Remote

Overview 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 ideal candidate’s goals and expectations can be categorized into four main areas: technical skills, customer service skills, personal development, and process adherence. The schedule for this role is: Saturday through Wednesday, 11am to 8pm EST.

About World Travel Holdings World Travel Holdings is the nation’s largest cruise agency and an award‑winning leisure travel company with nearly 40 travel brands. Headquartered in Fort Lauderdale, FL, we offer a people‑focused culture with a strong commitment to employee engagement and remote work. Recognizes risk indicators and handles potential security incidents appropriately and promptly.

Customer Service Skills

Customer Service Mindset: Ensures users have a positive support experience, demonstrating professionalism, courtesy, and a willingness to go above and beyond when appropriate.

Manages projects and tickets effectively, ensuring multi‑step or multi‑day tasks are followed up on and set up for success.

Maintains clear, accurate, and consistent documentation across all work, supporting continuity, troubleshooting, and team visibility.

Performance Goals

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.

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.

Technical certification (A+, Network+) preferred

Saturday through Wednesday, 11am to 8pm EST

Comprehensive medical, dental, and vision coverage

Company-paid life and disability insurance

Paid time off and holidays

Travel discounts and employee perks

Employee Assistance Program (EAP)

World Travel Holdings is an Equal Opportunity Employer. J-18808-Ljbffr World Travel Holdings