IT Help Desk Technician

Position Title:           IT Help Desk Technician

Reports to:               Director of Information Services and Information Technology

Location:                  New York, NY


The IT Help Desk Technician is responsible for providing first and second level technical assistance on internal and external facing technologies on behalf of Ensemble Travel Group employees and member agencies. IT support includes responding to queries via chat, email, or phone and training customers and staff members on technology usage, troubleshooting and diagnosing problems.

The goal of this position is to ensure continuity in business and to support the health and adoption of self developed platforms and operational hardware and software.

This position carries out responsibilities in the following functional areas:

  • Provides customer service support on Ensemble Member Portal/Extranet site.
  • Administers end-user workstations and supports end-user activities.
  • Investigates user issues and requests by identifying their source; documenting solutions and participating in user acceptance testing
  • Installs, configures and maintains personal computers, Windows networks, Apple workstations, network cabling, and related equipment, devices, systems
  • Adds or upgrades hardware as requested including disk drives, printers and related equipment.
  • Works with Product Managers and vendors to create and conducts training and instruction for system users on operating systems and other applications.
  • Maintains confidentiality regarding the information being processed, stored or accessed by the end-users on the network.
  • Tracks and reports Help Desk progress, metrics and indicators to department VP
  • Provides onboarding, setup and IT orientation to new and existing company staff.
  • Performs and/or oversees software and application installation and upgrades.
  • Monitors software licenses to ensure compliance.
  • Insure that all Internet standards are met and that the company does not intentionally violate any standards that would place our domain in jeopardy.
  • Provides support to Travel Agency members via ticketing system (ZenDesk)
  • Supports Network Administrator in his/her absence or if assistance is needed.

Core Competencies:

  1. Collaboration
  2. Technical Capacity
  3. Communication Proficiency
  4. Time Management
  5. Focus on quality
  6. Attention to detail
  7. Trustworthiness and Ethical Practice

Preferred Education and Experience:

1.     BSc degree in Computer Science, Information Technology or relevant field

2.     Comprehensive understanding of network architecture and client/server technology

3.     Software development abilities preferred


Minimal travel is expected for this position.

Supervisory Responsibility:

This position has no direct supervisory responsibilities

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift or move up to 30 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Position type & expected hours of work:

This is a full-time position. Days and hours of work are Monday through Friday, 9:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. This position is exempt from Overtime.


  • Full time position with competitive salary
  • Medical and dental benefits
  • Vacation / Personal / Sick Days
  • 11 paid holidays
  • 401K and matching Retirement Program
  • Mentorship Program
  • IATAN membership after 3 months of service

Company Description

Ensemble Travel® Group is a travel industry related company which supports travel agencies with turnkey marketing and technology solutions. Founded in 1968, Ensemble is a proactive, member-owned international organization of approximately 850 professional travel agencies in the U.S. and Canada, and with recent expansion into Australia and New Zealand. With a membership that represents billions of dollars in travel sales each year, Ensemble Travel Group has achieved a 50-year record of boosting members' profits and delivering high-volume sales to its preferred suppliers. 


  • MCSA Certification
  • 2 - 3 years experience with Salesforce support and Administration
  • 5+ years of experience in an IT Helpdesk with ticket tracking software (i.e. ManageEngine, Zendesk, Moxie, Live Person, etc. )
  • Highly motivated and organized with effective communication skills.
  • Analytical aptitude required to analyze product health and performance.
  • Seeks continuous improvement and asks for feedback.
  • Hands on experience with help desk and remote-control software
  • Solid technical background with ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude