Help Desk Analyst

Omega World Travel is one of the largest global travel management companies, with more than $1 billion in annual sales. We serve corporations, nonprofits, government agencies, government contractors, educational institutions, leisure travelers and more.

For over 50 years, Omega World Travel has established a superb record of providing comprehensive domestic and international travel management services to organizations of all types from small businesses up to Fortune 500 enterprises. We are an independent, woman-owned business.

Help Desk Analyst - provide on-site and remote supports for computer workstations, printers, peripherals, and teleconferencing equipment. In this position, you are expected to possess exceptional communication skills, technical, and analytical skills. This position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. You are expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide in-person, hands-on assistance to the end user.

This position is located at our Global Corporate Headquarters in Fairfax, VA.
Primary Responsibilities

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  Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include but not limited to computer workstations, printers, peripherals, and teleconferencing equipment in accordance with the program policies procedures.

  
  
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  Field incoming help requests from end users via service requests but as required also telephone and e-mail in a courteous manner and provide assistance in person as well as remotely.

  
  
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  Resolve issues quickly, and maintain a high level of end-user confidence.

  
  
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  Perform software and hardware upgrades & repairs to existing equipment using current processes and provide recommendations for improvements.

  
  
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  Monitor end user asset performance and take appropriate proactive corrective action whenever necessary.

  
  
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  Identifies potential problems and understands when problems exist without being prompted.

  
  
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  Responsible for investigating various computer hardware and software issues independently and with the assistance of peers, vendors, and manufacturer support.

  
  
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  Analyzes root causes and resolves issues.

  
  
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  Ability to work after hours or weekends on an as needed basis to provide support which includes the ability to be on-call for emergency support.

  Basic Qualifications
  

  
  

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  Bachelor Degree. Years of relevant experience a plus.

  
  
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  Experience installing, configuring, and troubleshooting hardware, software, and peripherals.

  
  
• Hands-on experience in troubleshooting Microsoft Office Suite (Outlook, Visio, Project, etc.) and Microsoft Windows (7, 8.1, 10) with the end users and Google workspace on windows and MAC platforms.
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  Demonstrated ability to work independently to perform responsibilities effectively and efficiently.

  
  
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  Demonstrate strong analytical and problem-solving skills.

  
  
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  Ability to communicate technical concepts to technical and non-technical audiences.

  
  

Omega World Travel is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national or ethnic origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), sexual orientation, marital status, military service or veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information, or other legally protected status protected by applicable federal, state, or local laws and ordinances.