IT Technical Analyst

The opportunity to be part of one of the largest and most prestigious network of Travel Agencies in
North America, with a stable position and possibilities of development and training inside the
organization.
As a member of the IT team, the Technical Analyst supports the end users of TLG located in Montevideo and US. Ensures the success of the company’s mission by assisting end users with technical issues, recognizing patterns in incoming requests and escalating major issues to IT Supervisor, Platform Services and Network/Infrastructure teams as necessary.

Responsibilities

Actively picking up incoming tickets and answering support line calls and assisting local users who walk up and request support.
Assist other technicians as an escalation point and actively seek to help with ticket/users that has specific knowledge about and would improve the efficiency and overall resolution of the issue reported.
Complete assigned projects and tasks as requested in a timely fashion; hardware and software deployments, server audits, user administration, etc.
Generate SOPs and process documentation that other technicians can use to carry out tasks as well as tip sheets for end users as part of the End User Empowerment initiative.
Displays a solid knowledge of major desktop software applications and networking concepts
Works independently on complex tasks with some technical and management guidance

Required Skills:

• Ability to work from the MVD Office during the hours of 8AM – 5PM Eastern Monday thru Friday.
• Experience with Active Directory and Exchange Administration
• Basic hardware troubleshooting skills and knowledge of laptop component architecture and interconnectivity.
• Basic network skills; familiarity with TCP/IP and the OSI model.
• Working knowledge of Windows 7 and Microsoft Office 2013.
• VPN & Remote Access, Network & Administration, Hardware: Desktops, laptops, PDA's, Keyboard/Mice, Monitors, etc., Peripherals: Printers, Scanners, etc.

• Desired Skills:

• Microsoft certification preferred
• GDS Experience (Sabre, Worldspan, Apollo, Amadeus) a plus.
• SCCM and SharePoint knowledge a plus.

• Education :
• Associates Degree in Management Information Systems, Computer Information Systems or equivalent work experience. Minimum 2 years