Client Support Analyst II

At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a Client Support Analyst within Trisept Solutions, one of our 14 industry-leading brands. In this role you'll be part of the Trisept Solutions technology team responsible for supporting all end-user devices and applications deployed throughout the Apple Leisure Group brand companies.

This role includes deploying, configuring, and troubleshooting Windows and Mac desktops, as well as the applications installed on them. You will administer desktops utilizing corporate tools such as SCCM and Active Directory. The role will also be responsible for assisting in the support of all back-office solutions including O365, MS Exchange, Active Directory, SharePoint, Citrix, Terminal Services, Crowdstrike and other Microsoft System Center products. The candidate must have the ability to listen to the customer, gather information, update and close cases in a timely manner, while communicating the status to the customer in a professional manner.

A successful Client Support Analyst II will:

• Solve issues, drive enhancements, and improve support for all IT related functions in audio/visual, mobile, end user IT services, applications, infrastructure, and client platforms.
• Troubleshoot Mac and Windows based PC's
• Assist with desktop patching processes and hardware imaging techniques using SCCM
• Desktop peripheral installation and support including printers and telephony
• Support and install common area hardware (reception/conference rooms)
• Mobile phone (iPhone, Android) deployment and support
• Deploy and support hardware for remote agents (VPN, telephony, and VDI)
• Desktop Cisco phone setup and support, including InContact VOIP solutions
• Account management in Microsoft Active Directory and Microsoft Exchange
• Assist with physical staff moves and space build-out as needed.
• Troubleshooting and supporting the wireless connectivity as needed
• Act as "smart-hands" for server and system administration as needed
• Be available 24x7 for emergencies involving technical problems that are business impacting.
• Manage work effectively using a ticketing or ITSM tool
• Maintain hardware asset and inventory management according to established standards
• Consult senior staff to solve problems as needed
• Get your hands dirty: assist in problem solving in areas that may not be your responsibility, but may be beneficial to the customer/business

A successful Client Support Analyst will have:

• 4+ years' work experience as Desktop Support, Technical Support, or similar role
• Windows 10 and 11 OS troubleshooting and administration in an enterprise setting
• 1+ years work experience with Mac OS desktop administration and troubleshooting
• Direct experience with Microsoft O365 product administration and troubleshooting for PC and Mac computers
• 1+ years experience with desktop imaging tools and process.
• Desktop application support including O365 & MS Office, Unified Communications, Microsoft System Center, Windows 10/11 OS's , and other line of business related products
• Experience with thin clients including Citrix and MS Terminal Server desktops
• A/V conferencing setup and support experience
• Experience with Cisco telephony system setup and troubleshooting
• Confident and professional communication skills to enhance daily interactions with leadership.
• Ability to prioritize tasks and maintain good end-user relationships
• Open to constructive feedback, welcomes change, and has the ability to "switch gears" and accept new challenges

About Apple Leisure Group

As North America's only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

• Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through wellestablished vacation brands
• Resort Brand Management: management of 5-star and 4-star luxury resorts through AMResorts® award-winning brand portfolio
• Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®
• Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®
• Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com.

About Trisept Solutions

Trisept Solutions® is the enterprise operating platform that delivers innovative merchandising solutions for airlines, hotels and resorts, destinations, theme parks and other travel merchants. With 20 years of travel technology innovation, end-to-end traveler engagement and billions of transactions processed each year, this is the world's most sophisticated travel merchandising platform

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:

Empathy • Integrity • Respect • Inclusion • Experimentation • Well Being

ALG's Commitment to Diversity & Inclusion

Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization. With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments.

At ALG, we strive for a world of understanding and care.

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.