About Us:

HomeAway, based in Austin, Texas, is the world leader in vacation rentals with more than 2 million unique places to stay in 190 countries, and is a part of the Expedia, Inc. family of brands. HomeAway offers an extensive selection of vacation rental homes that provide travelers with memorable experiences and benefits, especially more room to relax, for less than the cost of traditional hotel accommodations. The company also makes it easy for vacation rental owners and property managers to advertise their properties and manage bookings online. 

The Opportunity:

ServiceDesk Analyst II - North America

HomeAway is the world's largest and most trusted vacationrental marketplace. Quality and efficiency are core to our day to dayoperations and the processes we live by. We hire creative engineers andtechnology enthusiasts who enjoy being challenged by problems of scale andcomplexity, with a strong desire to improve the services they work on.

As a Service Desk Analyst II reporting to the ServiceDesk Manager - North America, you’ll be responsible for providing exemplaryfrontline support to our end users as well as being an escalation point for ourService Desk staff, supporting hardware and software deployments, applicationmanagement and inventory management. You’ll be expected to hit the groundrunning, assisting with a variety of challenging projects, assist withmaintaining operational procedures to help ensure smooth operation of ourservices. 

You will be required to work on a flexible schedulerotating between offices as needed (some evening and some weekends) and musttherefore be able to demonstrate that you can work autonomously. 

Key elements of this role: 

• Provide exceptionaltechnical support to our client’s end users via phone, email, web form, chatand community forum interaction.
• Focus on first contactresolution with follow up as needed.
• Clearly documenttroubleshooting steps and interaction details to ensure effective problemtracking and deliver a consistent customer support experience.
• Partner with internal,client, and client partner company cross-functional teams to identify andresolve emerging issues, escalating or transferring ownership when appropriate.
• Contribute to thecreation of process documentation and knowledge base articles for end users, ITpartners, and Service Desk staff.
• Identify opportunities toincrease the Service Desk first time fix rate.
• Review technical materialssuch as submitted articles, training materials, etc. help cross train.
• Support Service DeskManager in development of improvements to the processes and toolsets with aparticular focus on the Service Desk services
• Assist in theadministration and management company resources using JAMF Casper Suite, BigFixand Airwatch.
• Participate in thecompatibility testing and change management process for new and existingversions of macOS and Windows OS.
• Assist with maintaining,troubleshooting and providing configuration guidance with imaging PC using MDTand WDS.
• Assist with maintaining,troubleshooting and providing configuration guidance with imaging Mac systemswith JAMF Casper Suite.
• Maintain expert-levelknowledge of relevant technology and IT best practices.
• Participate in ServiceIntroduction processes for new and upgraded IT services.

What we are looking for: 

• FluentEnglish language skills. 
• Deep knowledge of both PCand Apple hardware and software.
• At least 3 year(s) ofTier 2 experience in a similar environment and experience in technicaltroubleshooting is required for this position or Degree plus 1 year Tier 2experience.
• Experience in the areasof System Administration, Systems Integration, Technical Support orProfessional Service a distinct advantage.
• Good time managementskills, with conscientious task ownership, follow-through, and attention todetail.
• Excellent organizationalskills, able to track and balance tasks and resources across multiple projects.
• An ability to multi-task,work on own initiative and under pressure essential.
• Strong understanding oftroubleshooting theory, working from least-to-most invasive steps whenresolving issues.
• True customer focus, witha powerful drive to provide exceptional experiences.
• Strong communicationskills, with the ability to adapt communication between a highly technical andnon-technical audience.
• Solution focused with theability to work to drive change.
• Self-starter with apassion for the latest tech and IT.
• Strong communication andlanguage skills with the ability to liaise effectively with other IT teams.
• Be flexible and able toreact positively and quickly to changing pressures.

Benefits & Perks:

• Competitive health and insurance benefits.
• Competitive salary.
• Annual target bonus or commission.
• Paid vacation and sick time.
• Vacation rental on a yearly basis (taxable benefit).
• Employee Stock Purchase Program.
• Free snacks and beverages.
• Frequent company update talks with our leadership team.
• Free listing on HomeAway.com.
• Electronic, adjustable stand-up desk.
• Discounted Metro & Rail pass.
• Casual dress.