Service Desk Technician; Junior

CI Azumano is Seneca Holdings' full-service travel management company for businesses, governments, and personal travelers. We offer 24/7 support for travelers while also supporting customers with travel expense management, policy implementation, technology solutions, business intelligence tools, and vendor negotiations.

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs. Your total rewards package includes competitive pay, benefits and perks, flexible work‑life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life and disability, voluntary benefit programs, health savings and flexible spending accounts, and retirement 401(k) plan.

Full‑time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs.

CI Azumano is seeking a motivated and customer‑focused Junior Service Desk Technician to join the Corporate Technology mission of achieving Excellence Beyond Expectation by keeping our Travel Agents’ technologies fully operational. This position is instrumental in troubleshooting, diagnosing, and resolving hardware and software issues for internal users. Our ideal candidate is technically astute, an excellent communicator, highly motivated and desires to play a critical support role in executing the company mission.

• Service Desk
  • Provide tier one, first level technical support by phone, email, and chat for IT service related issues.
  • Triage, prioritize and work service desk tickets with some oversight.
  • Troubleshoot and resolve hardware, software, networking, and security issues.
  • Assist with headphone audio issues and Call Center login issues.
  • Assist with the configuration of group Outlook mailboxes and staff email configuration issues.
  • Monitor alerts from Office 365, DLP, vulnerabilities and remote management tools and proactively create tickets and address issues.
  • Troubleshoot network connectivity from agent remote office locations.
  • Document, categorize and prioritize tickets in ticketing systems.
  • Proactively respond, elevate, and follow up on issues until closure.
  • Fully document steps to address each ticket to improve future closure rates.
  • Build reference library of common fixes.
  • Delight staff with a positive, supportive attitude to become an instrumental asset during times of end user stress.
  • Engage with business partners and end users to minimize downtime, impact to operations, and maintain positive professional relationships.
  • Provide differentiated service levels to VIPs.
  • Champion a professional demeanor with customers (agents), colleagues and management.
  • Maintain ticket SLA goals and customer satisfaction goals on all tickets and projects.
• Provision Computers
  • Assist with the provisioning of new computing assets for staff.
  • Properly triage, prioritize, plan and time‑phase computing setups to correspond with the scheduled needs of new hire.
  • Consistently use configuration checklists to ensure 100% accurate delivery of computing components.
  • Update inventory ensuring proper configuration management of company assets.
  • Pack and ship new computers, monitors and peripherals.
  • Build new corporate image on new computers.
  • Configure hardware, software and licensing, and assist with the enrollment of MFA for new staff members.
  • Validate installation of remote management tool and endpoint security agents.
  • Accomplish off‑boarding tasks within limited time frames.
• Training Preparation and Setup
  • Setup computing equipment for training sessions.
  • Establish and manage computer profiles for new trainees.
  • Coordinate PC setup with Travel Technology organization.
  • Setup and troubleshoot network connectivity for training class members.
  • Assist with troubleshooting connectivity or computing equipment performance issues.
• Configure company software, hardware and network and maintain that configuration baseline through disciplined Change Management processes.
• Recommend notifications and alerts based upon SLAs.
• Troubleshoot…