{"id":1374761,"url":"https://alion.io/job/internova-technical-support-analyst","title":"Technical Support Analyst","company":{"id":1803887,"name":"Internova","domain":"internova.com","url":"https://alion.io/company/internova","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Beverly Hills, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":122000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":223},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"Model Context Protocol","optional":true}],"status":"live","first_seen_at":"2026-09-28T06:07:15Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-09-28T12:40:48Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Overview\nInternova Travel Group is one of the largest travel services companies in the world with a collection of leading brands delivering high-touch, personal travel expertise to leisure and corporate clients. Internova manages leisure, business and franchise firms through a portfolio of distinctive divisions. Internova represents more than 100,000 travel advisors in over 6,000 company-owned and affiliated locations predominantly in the United States, Canada and the United Kingdom, with a presence in more than 80 countries. Click here for more information about Internova Travel Group.\nResponsibilities\nInternova is currently looking for a Technical Support Analyst to provide technical expertise and trouble-shooting, finding solutions and supporting hardware, software, and operating systems in an inter-networked environment, which includes different desktop/laptops operating Windows OS and Mac OS (desktop applications, browsers, printers, and telecommunications and video). Additionally, you will assist in the process the onboarding new hires joining the company.\nThis role will have a hybrid work schedule. Some of the week in our Beverly Hills Office (345 N. Maple Dr) , and some of the work week at home. Looking for candidates within easy commuting distance to the Beverly Hills Office.\nField incoming help requests from end users via both telephone and e-mail in a courteous manner.\nDocument all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.\nResponsible for first line Tier 2 technical support.\nWork with vendor support contacts and teammates to resolve technical problems with desktop computing equipment and software.\nUtilize remote control software to remotely troubleshoot and fix user problems.\nImage, configure, and maintain laptops, desktops, and printers.\nTroubleshoot phone issues (with assistance from in-house telecom department as needed).\nSupport various software packages including Microsoft Office, anti-virus, backup, email clients, ActiveSync, VPN client, Adobe Products, Internet Browsers and various GDS software.\nPerform system administration of Microsoft Active Directory, Exchange and Office 365 user management.\nEscalate IT issues when necessary.\nDevelop user training manuals, help sheets, frequently asked questions (FAQs) and procedures for end users where applicable.\nAble to work extended hours in the event of serious problems or scheduled work.\nAble to work as part of the after-hours team rotation for on-call.\nProvide clear & concise information through written and verbal communications.\nEvaluate documented resolutions and analyze trends for ways to prevent future problems.\nBuild rapport and elicit problem details from help desk customers.\nRecord, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.\nAccess software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.\nIdentify and learn appropriate software and hardware used and supported by the organization.\nPerform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.\nPerforming preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.\nTest fixes to ensure problem has been adequately resolved.\nPerform post-resolution follow-ups to help requests. \nResponsible for improving systems and processes within the end user standards leveraging improvements in technologies to provide efficiencies with service delivery. \nQualifications\nAssociate’s degree in MIS/CIS or equivalent business/industry training and at least 3 years of equivalent on-the-job experience.\n3+ year(s) experience supporting end-user computing technical service support in a business environment.\nFamiliarity with ITSM tools (e.g., ServiceNow, BMC, Salesforce, or equivalent).\nHands-on experience with IT system implementation and troubleshooting support for core Microsoft technologies, including Windows 10/11, Microsoft 365, Teams, and Active Directory. Experience with Intune, SCCM, or similar tools is a plus.\nExperience supporting Mac OS is a plus.\nExperience with onboarding process a plus.\nExperience supporting remote users via VPN, RDP, and other remote access tools.\nUnderstanding basic cybersecurity principles and ability to follow IT security policies and best practices.\nGood time management and multi-tasking skills.\nRelevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation preferred.\nAbility and willingness to travel overnight occasionally for implementation and support of company locations nationwide.\nAbility to work a standard five-day work week, with at least three (3) days per week onsite at a designated company location.\nFlexibility to work occasionally after-hours or weekends as needed.\nAbility to participate in on-call rotation schedules when necessary.\nExperience working in a team-oriented, collaborative environment.\nDemonstrates initiative and follow-through to ensure successful results.\nStrong ability to conduct research into a wide range of computing issues as required.\nAbility to absorb and retain technical information quickly.\nExcellent written and oral communication skills.\nAbility to present ideas in user-friendly, non-technical language.\nExceptional interpersonal skills, including rapport-building, active listening, and effective questioning techniques.\nHighly self-motivated and directed.\nKeen attention to detail.\nProven analytical and problem-solving abilities.\nAbility to effectively prioritize and execute tasks in a high-pressure environment.\nStrong customer service orientation with a commitment to user satisfaction and white glove service.\nAble to lift a minimum of 25 pounds.\nPAY AND BENEFITS\nOur benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.\nThe salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.\nThis role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.\nInternova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.\nProspective Employee Privacy Policy","description_format":"text","description_chars":7537,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[]},"benefits":["401k plan","Hybrid work","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Travel & Tourism","Travel Agencies"],"lifecycle":[{"event":"open","at":"2026-09-28T06:07:15Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":33,"reasons":["conf:17","win:early"],"computed_at":"2026-09-29T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/internova-technical-support-analyst","json_url":"https://alion.io/job/internova-technical-support-analyst.json","meta":{"generated_at":"2026-09-30T04:10:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2805,"day_limit":5000,"remaining_today":2195,"minute_limit":60,"resets_at":"2026-10-01T00:00:00Z"}}}