Help Desk Technical Support - NIghtshift

Join us and make a co-worker’s day by providing guru tech support! World Travel Holdings is seeking a Help Desk Analyst to join the Technical Support team in our Fort Lauderdale, Florida office.

This is a role for End User Support focused on Lauderdale. Resolving issues reported through our Ticketing System and keeping 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.

About World Travel Holdings World Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes, and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands, and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass., 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.

High School Diploma or equivalent plus experience working in a technical support role

Knowledge of Microsoft Windows 10 and 11 desktops and laptops

Knowledge of TCP/IP, DHCP, DNS, and other networking protocols

Knowledge of Microsoft Windows Server 2008 and above

Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook) / Office 365

Experience in computer upgrades, troubleshooting, and parts replacement

Experience with Microsoft Active Directory 2012 and above, as well as Azure Active Directory

Experience with Microsoft Exchange, on-premises and Online

Technical certification (A+, Network+) preferred

Excellent customer service and professional skills.

Must be able to work 9 am-6 pm Monday-Friday with possible nights, weekends, holidays, and on-call rotation as needed

Estimated Pay Range: $24.00-$26.00 per hour.

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.