Service Desk Support Technician

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Investigates, analyzes, and resolves hardware and associated software and communications problems on company systems
• Maintains exemplary customer service standards in dealing with and responding to questions
• Performs complex hardware repairs and maintenance on a wide range of pc-based computers and peripherals
• Provides advanced hardware technical assistance and support; troubleshoots and resolves system hardware, software, and communication failures and conflicts
• Evaluates existing computer systems hardware, and performs system upgrades; based on customer needs, customizes, and tests computer systems, and resolves configuration conflicts and errors
• Installs, integrates, and configures new computer systems and hardware for users.
• Researches, analyzes, and recommends appropriate computer hardware for customized computer configurations
• Participation in IT Support On-Call rotation
• Reviews, prioritizes, and processes support tickets; documents the progress of projects
• Trains end users as needed
• Performs miscellaneous job-related duties as assigned.
• Travel as required

EDUCATION AND EXPERIENCE:

• Bachelor's degree in an Information Technology related field or equivalent experience.
• Strong problem-solving skills, ability to infer from previous examples, willingness to understand how IT systems are put together
• Ability to maintain and troubleshoot computer network hardware, software, and peripherals.
• Knowledge of advanced computer troubleshooting techniques.
• Ability to diagnose the nature and extent of a wide range of computer problems and to coordinate hardware and/or software solutions.
• Ability to install and configure computer systems, hardware, and peripherals.
• Ability to maintain process documentation/process mapping
• Customer service orientation with strong interpersonal skills
• Strong technology aptitude and ability to learn new technology quickly
• Excellent verbal and written communication skills
• Must be collaborative and able to resolve conflicts in a geographically distributed team environment
• Must possess strong organizational skills, be detail oriented and a self-starter
• Ability to manage multiple tasks requiring flexible scheduling and time restrictions
• Must be proficient in Microsoft Office including Excel, Word and Outlook
• Transportation or Logistics experience a plus
• Flexibility in a growing and changing environment
• Able to correctly follow procedures and work independently to achieve results

COMPANY BENEFITS:

• Generous PTO plan based on relevant experience
• Health Savings Account (HSA)
• Unlimited access to web-based training portal
• Exposure to Microsoft Cloud technologies
• 401K Matching
• Health, dental, and vision coverage for you and your family
• Leadership growth opportunities

PHYSICAL DEMANDS:

• While performing the responsibilities of the job, the employee is required to talk and hear. Vision abilities required by the job are close vision. The employee is often required to sit and use their hands and fingers to handle, feel, and operate office equipment such as a computer, copier, and office supplies.
• In addition, the employee is occasionally required to stand, walk, reach with their arms and hands, and to stoop, kneel or crouch.
• Reasonable accommodations can be made to enable employees with disabilities to perform the described essential functions of the job.

WORK ENVIRONMENT:

• The work environment is representative of an office setting
• The noise level in the work environment is usually quiet to moderate
• Reasonable accommodations can be made to enable employees with disabilities to perform the described essential functions of the job.

Note: This document describes the minimum, essential duties, responsibilities, skills, abilities, effort, and working conditions of the position. It in no way implies that these are the only functions to be performed by the incumbent. Workers are required to follow any other job-related instructions and to perform any job-related functions requested by a supervisor or manager. Successful performance requires that the incumbent possess and utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate individuals with disabilities. Some functions may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or others.

Safety is the cornerstone value in our Company. Our employees are expected to live our values on the job in how we work, how we act, and how we create value. Safety is a personal responsibility. We are professionals and our activities must reflect that professionalism. Each team member must demonstrate safety advocacy every day - regardless of their role in the Company. Compliance with safety and operating rules is required and essential to our own safety and that of others.

"The Patriot Way."

At Patriot, we value our relationships - with our customers, employees, shareholders, communities and other stakeholders. We know that safety, integrity, reliability, ethical behavior and exceptional customer service are critical to building and maintaining strong, mutually beneficial relationships. Everyone at Patriot - from the mailroom to the boardroom - embraces those values. More importantly, as a team, we make it our business to demonstrate them in everything we do. It's "The Patriot Way."

The candidate selected for this position must successfully complete a background screening and a drug test. Passing results must be received prior to start date in new position.

Patriot Rail is committed to a diverse workforce and is an Equal Opportunity Employer