Responsible for providing day-to-day technical support to employees for desktop/laptop systems software, hardware, network infrastructure and telecommunications tools/services. This position is also responsible for the installation, configuration and troubleshooting. In addition a business support analyst manages small projects and designs new technology solutions aligned with business needs.

KNOWLEDGE/SKILL REQUIREMENTS:

• Previous working experience as an IT Help Desk Technician is highly preferred.
• BA in IT, Computer Science or similar relevant field.
• In-depth knowledge of computer systems and mobile devices.
• Hands on experience with diagnosing and resolving basic technical issues.
• Excellent communication and interpersonal skills.
• Customer-oriented and patient.
  Tauck is recognized as a world leader in deluxe escorted vacation tours; a fast growing company in a thriving industry. We offer more than 150 intriguing, all-inclusive vacations to the most popular worldwide destinations. These creative itineraries, with spectacular sightseeing and premium accommodations, are carefully choreographed to create enriching experiences and enlighten travelers interested in high quality, cultural vacations.

• Serve as the first point of contact with customers who need technical assistance via the phone or email while providing excellent customer service and quick problem resolution.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide feedback on processes and make recommendations on areas of improvement.
• Support the business: Responds quickly to user requests, gathers and analyses user requirements and determines and implements technical solutions. Resolves technical issues through root cause elimination. Handles level 1, 2 and 3 support calls
• User Training: Conducts training programs designed to educate business users about basic and specialized computer applications and operations.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• IT Teamwork: Supports all areas of IT and participates in the development of information technology and infrastructure projects. Develop Tour Director Laptop systems and support them globally through remote support.
• User administration: Provides administrative support for desktop, network, email and telephony. Maintains passwords, data integrity and file system security for the company’s network.
• Computer Security: Follows Tauck security policies and ensures compliance with regulatory requirements.
• Infrastructure: Leads infrastructure projects and component implementation and maintenance for components such as Active Directory, Server virtualization, Web proxy appliances, MS Exchange, Storage Area Networks, Physical servers, Backup software, and other components as needed.
• Providing after-hours emergency on-call support to employees or network systems on a rotating basis. After hours on-call support hours are defined from 5pm to 8am next day Monday thru Friday, and 24 hours on weekends.