Senior Internal Support Analyst

Job Description

As a Senior Internal Support Analyst, you will require dedication, persistence, effective utilization of provided resources, and the ability to deliver superior customer service. You will be responsible for maintaining user uptime and improving computing experiences through effective maintenance, problem identification, and resolution activities. You also should have a strong motivation to learn new technologies, create, and follow processes. This position will report to the Manager, Desktop & A/V Support.

You Will:

• Support desktop operating systems
• Support standard applications such as Microsoft Office, Adobe Acrobat, etc.
• Manage, troubleshoot, and enhance policies via Microsoft Intune
• Package and deploy Windows and macOS applications
• Investigate and coordinate security incident responses
• Provide vulnerability management for third party applications
• Take ownership of inbound support requests, escalating when necessary
• Troubleshoot remote access methods such as SSH, RDP, and VPN
• Office 365 administration and support including OneDrive, SharePoint, and Teams
• Support and troubleshoot audio/video functions
• Maintain standards and documentation on an ongoing basis as products and technologies evolve
• After-hours and weekend support may be required occasionally

The Ideal Candidate

• Intellectual curiosity and desire to tackle the root of issues that impact customers and the teams
• Strong Windows 10 and macOS configuration and troubleshooting experience
• Ability to quickly learn new software and IT concepts
• Strong problem solving and decision-making skills
• Ability to work autonomously as well as an integral member of a team
• Experience working with a scripting language such as PowerShell
• Ability to communicate well with customers with a proactive approach

Additional Information

ATPCO is the foundation of flight shopping, providing pricing and retailing data, tools, and services to 500+ airlines, global distribution systems, sales channels, and technology companies. ATPCO links the entire airline community together, collaborating to develop industry standards for airline distribution and end-to-end technology solutions. From shopping to settlement, ATPCO solutions work seamlessly across existing, new, and evolving technologies and methods. Airline-owned and reliably supporting air travel for more than 55 years, ATPCO is everywhere people buy flights.

Employees are eligible for our benefits package including employer matched 401(k), group health insurance and wellness programs, paid time off, tuition reimbursement, standby flight program and employee collaborated work and life standards.

We consider qualified applicants for employment without regard to race, gender, age, color, religion, national origin, citizenship status, marital status, disability, sexual orientation, protected military/veteran status, gender identity or expression, genetic information, marital status, medical condition, or any other legally protected factor.