• Help Desk Technician - Level 1

    Job Location US-NY-New York
    Posted Date 2 months ago(11/15/2018 11:53 PM)
    Operations Technology
    # of Openings
    Regular Full-Time
  • Overview



    Ovation Corporate Travel is an independently owned, $1 billion travel management company with experienced travel consultant teams in more than 50 locations throughout the United States. Ovation is proud to provide global travel management through our affiliation with BCD Travel, the third largest travel management firm in the world. Our network operates in 110 countries ensuring in-country service excellence for multinational corporate clients.  Ovation’s mission is to provide outstanding service, significant cost savings and comprehensive, convenient travel solutions to professional travel managers, administrators and business travelers. Since 1984, Ovation has provided seamless, cost-effective travel programs to professional organizations in such industries as finance, law, entertainment, consulting, and other professional organizations. According to Business Travel News, Ovation is the fifth largest TMC in the country and has helped more than 700 of the world’s leading companies successfully manage rising travel costs


    The Help desk support specialists provide technical and troubleshooting assistance related to computer hardware and software, mobile devices, printers and desktops. Working within a company, these professionals must be great communicators and translate their technical knowledge into actionable direction. When they don’t have an answer, they know how to research the problem and come up with a solution.

    This position is located at our New York Headquarters in Union Square.  The hours of this position are 9:00am - 5:30pm.


    Essential Duties and Responsibilities:

    • Provide in-person, phone and email support to end-users promptly and professionally.
    • Ensure all requests for services and incidents are logged/updated, addressed/resolved and escalated as necessary.
    • Conduct timely triage and escalation.
    • Identify, research, and resolve technical problems.
    • Engage with other support desk resources and escalate as needed to other technical teams.
    • Accurately document interactions, incidents, and problems.
    • Work with support desk and other teams to develop, enhance and clearly document technical process and procedure.
    • Maintain hardware and software support, inventory, and software licensing compliance.
    • Develop, enhance and maintain knowledge base articles used by other IT staff.
    • Respond to monitoring system alerts and escalate as necessary.
    • Use management systems to perform duties and document customer environment.
    • Rely on instructions and pre-established guidelines to perform the functions of the job.
    • Work under immediate supervision and follow directions efficiently and effectively.
    • Adhere to and follow standard operating procedures (SOP) used to support customers and their networks.



    • Excellent customer service ability
    • Strong Team Player, excellent verbal and communication skills, organizational skills, self-motivated, driven and flexible.
    • Adaptable and flexible in stressful situations.
    • Must be dependable and punctual.
    • Ability to document process and procedure.
    • Follow policies and procedures related to how problems are identified, received, documented, distributed and corrected.
    • Ability to work collaboratively with employees within other IT groups to resolve system and application issues.
    • Must have help desk experience in a technical environment.
    • Proficient in supporting Windows PC operating systems and Office Suite applications.
    • Knowledge of commonly-used tech support concepts, practices, and procedures.
    • Technical School degree with at least 1 year of experience, or 2 years without a degree.
    • A+, Server+ or Network+ certification a plus.
    • Ability to troubleshoot and resolve technical issue.




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