Help Desk Support

Fairfax, VA, USA Req #21
Monday, September 12, 2022
Omega World Travel is a full service travel company. Our goal is to be the number one resource for every aspect of travel. Our professional team is dedicated to making every travel experience an easy, secure, and successful one. Our services are wide ranging and customized to meet your needs. - Business Travel & Corporate Travel Management (SMMP certified) - Government & Military Travel - International Services - Meetings & Incentives - Convention Housing & Registration management programs - Consultation Services - Technology Solutions - Online Expertise - Fulfillment - Global Network - Leisure Travel & Cruises With 100 locations worldwide and over 420 associates/employees, Omega World Travel is a top ten, privately held U.S. travel management firm integrating technology solutions & multiple services. Omega delivers quality, savings, value AND innovation!

Help Desk Support  you will provide on-site and remote supports for computer workstations, printers, peripherals, and teleconferencing equipment. In this position, you are expected to poses exceptional communication skills, technical, and analytical skills. This challenging 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 will work closely with other members of the Customer Support Service team as well as Product Development team to remediate reported client issues in a timely and professional manner. The successful team player will be knowledgeable of all products and expected to be a contributor to new product features and product testing. 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 at the desktop level.
This position is located at our Global Corporate Headquarters in Fairfax, VA.

Primary Responsibilities

Under the direction of the IT Manager, you will be responsible, to include, but not limited to:

  • 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.

  • 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.

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

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

  • Train users in accordance with the existing Knowledge Base Articles (KBA) on the proper use of hardware, software, and mobile devices.

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

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

  • Works individually, actively participates on integrated teams.

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

  • Analyzes root causes and resolves issues.

  • 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

  • Associate Degree with 3+ years of experience. Additional years of relevant experience will be considered in lieu of a degree.

  • Minimum 2 years of experience working with PC Hardware and Software

  • Proficient in current Microsoft technologies including software, operating systems, group policy, etc.

  • Must be customer oriented. Solving customer problems in a timely manner, and informing the customer of problem resolution in a clear manner.

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

  • Experience working in a team-oriented, collaborative environment.

  • Experience with 1 or more Windows or Mac products.

  • Hands-on experience in troubleshooting Microsoft Office Suite (Outlook, Visio, Project, etc.) and Microsoft Windows (7, 8.1, 10) with the end users. 
  • Working knowledge of Google Workspace management and support.
  • Demonstrated ability to work independently to perform responsibilities effectively and efficiently.

  • Demonstrate strong analytical and problem-solving skills.

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

  • Aptitude and enthusiasm for learning and teaching new technologies.

  • Ability to establish and maintain productive working relationships with all levels of staff and the customer.

  • Collaborative, works as part of a team to successfully achieve common goals

  • Empathetic, honoring the consumer and what they are feeling

  • Passionate about helping others

  • Self-Confident and able to diplomatically express views that may be unpopular

  • Actively Listens and is able to quickly distill provided information and insights

  • Conscientious, organized and dependable; always meets deadlines and commitments 

Omega World Travel is an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

EOE of Minorities/Females/Vets/Disability/Sexual Orientation/Gender Identity.

Other details

  • Job Family Omega
  • Pay Type Hourly
  • Travel Required Yes
  • Travel % 10
  • Required Education High School
Location on Google Maps
  • Fairfax, VA, USA