Description:
The IT Specialist will be responsible for providing technical support to end-users in a timely and effective manner, while maintaining a high level of customer satisfaction. This role will troubleshoot and resolve hardware and software issues, perform routine maintenance tasks, and escalate complex issues to higher-level support as needed. The IT Specialist will also be responsible for maintaining accurate records of support incidents and resolutions and providing end-user training and guidance as needed.
Duties And Responsibilities
- Provide technical support to end-users for hardware, software, and networking issues via phone, email, and in-person
- Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, and mobile devices
- Perform routine maintenance tasks, such as software updates and system backups
- Escalate complex issues to higher-level support as needed
- Maintain accurate records of support incidents and resolutions in a helpdesk ticketing system
- Provide end-user training and guidance on the use of hardware and software applications
- Collaborate with other IT professionals to identify and resolve recurring technical issues
- Responsible as IT Service Owner for assigned applications
Educational Background / Work Experience
- Associate's degree in Computer Science, Information Systems, or related field
- 1-3 years of experience in IT support, preferably in the transportation and logistics industry or a related field
- Experience with hardware and software troubleshooting and maintenance
- Experience with various file transfer protocols and how systems communicate together
Skills & Competencies
- Strong analytical and problem-solving skills
- Excellent communication and customer service skills
- Ability to work independently and as part of a team
- Strong attention to detail and ability to deliver high-quality work under tight deadlines
- Familiarity with ITIL or other IT service management frameworks is a plus
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Systems, or related field
- Experience with remote support tools and technologies
- Experience with US CBP processes for Air and Ocean Import and exports
- Experience with TANGO and nGXD systems and Printer set up and support for them
Language Skills
- Fluent in English (written and verbal)
Computer Literacy
- Proficient in IT support tools and technologies, including Windows operating systems, Microsoft Office, and remote support tools
- Familiarity with helpdesk ticketing systems such as ServiceNow or JIRA