Technical Support Analyst II

Globaltranz Niles , IL 60714

Posted 3 months ago

GlobalTranz is a technology-driven freight brokerage company specializing in LTL, full truckload, third-party logistics and expedited shipping services. GlobalTranz is leading the market in innovative logistics technology that optimizes the efficiency of freight movement and matches shipper demand and carrier capacity in near real-time. Leveraging its extensive freight agent network, GlobalTranz has emerged as a fast-growing market leader with a customer base of over 25,000 shippers.

SUMMARY/OBJECTIVE

GlobalTranz IT is looking for a Technical Support Analyst II to support both internal and remote users. Responsibilities include installation, upgrading and troubleshooting of hardware and software, maintaining inventory of company assets, account management through Active Directory and Office 365, as well as handle all physical moves of employees' workstations. Candidates should display an eagerness towards continued development and the desire to progress with a dynamic company. Applicants must be able to perform well under pressure in a fast-paced environment, with a willingness to dive into any situation. They should be able to simultaneously display critical thinking skills and excellent customer service, to deliver timely and accurate problem-solving solutions. Candidates must be well organized with great written and verbal communication skills and must be able to work reliably in both independent and team settings, with an aptitude to connect and interact with all facets of the business.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provide first response troubleshooting for hardware and software issues utilizing a service desk

ticketing system (Zendesk) with additional communication happening via email, IM/chat, in-person and phone conversations.

  • Assessing and troubleshooting errors on hardware/software, matching incidents against known problems and errors, then providing a solution or workaround to customers.

  • Escalating incidents appropriately as needed when a solution is not easily solvable.

  • Properly documenting incidents in the Zendesk system and updating solutions database appropriately

  • Build/Image desktop and laptop PC's using Microsoft Deployment tools and KACE

  • Aid InfoSec group in maintaining and implementing security initiatives

  • Create user accounts in Active Directory and Office 365 and other online admin consoles

  • Provide troubleshooting and maintenance for VoIP phones, printers, scanner and mobile devices

  • Provide phone and screenshare support to remote employees and outside sales agents

  • Assist on departmental and business wide technology projects, when needed

  • Support lower technicians via guidance and training

  • Perform physical moves of user equipment when needed

  • Must be able to lift up to 50lbs

  • Perform other duties as required

Competencies

  • Excellent Communication (written/verbal)

  • Critical/Analytical thinking (Jedi worthy)

  • Problem solving (wizard level)

  • Customer service (Ned Flanders reincarnate)

  • Computer OS/Microsoft Office software - Windows 10 & Windows 7, Office 2013/2016, Active Directory, Outlook, OWA, Web browser support, Silverlight, Hardware/Software troubleshooting

  • Knowledge sharing/Leadership/Training/Management

REQUIRED EDUCATION AND EXPERIENCE -

  • Associates degree or higher

  • 3-5 years of experience preferred

TRAVEL

Travel is primarily local in the metro Chicagoland area during the business day, although some out-of-the-area and overnight travel may be expected (5%).

GlobalTranz is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, disability status, sexual orientation, gender identity, age, protected veteran status or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Other details

  • Pay Type Salary

  • Niles, IL, USA

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Technical Support Analyst II

Globaltranz