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Ocean Network Express · 1 month ago

Analyst, IT Support

Lombard, IL

Full-time

Hybrid

Mid Level

$40K/yr - $60K/yr

3+ years exp

Ocean Network Express is a global transportation company, and they are seeking an Analyst for their IT Support team. The role involves providing first and second level IT support, resolving technical problems, and designing solutions for end-user computing, while collaborating with internal customers and other IT teams.

LogisticsShippingSupply Chain Management

Responsibilities

Provide first and second level support for a variety of hardware and software issues for 900+ users in the USA and Canada

Identify, research and resolve technical problems

Support activities including problem recognition, research, isolation, resolution and follow-up with affected parties

Document and record problem information gathering and resolution steps in a consistent and organized manner using the company’s Service Now system

Perform IT operational and maintenance tasks, as assigned

Perform audits and documentation for IT inventory (hardware and software) and system access

Responsible for user registration and role setting for business systems

Manage projects and other work, as assigned

Prepare RFP's, bid proposals, contracts, scope of work reports, other documentation for IT projects and efforts

Setup and Configure ONE Voice software, Contact Center Software, Google Workspace Enterprise Account, and Smartphones

Troubleshoot VPN, Printers, MS Windows, third-party hardware and software, and virus removal

Manage and execute clear communication of all issues, outages, and breakages to the business, Tier 2 support, and internal/external development teams

Deploy and administer technology solutions

Collaborate with Global and other regional technology teams for solutions

Qualification

Windows 1011 supportGoogle Workspace EnterpriseNetworkingIT SecurityIT Service ManagementDesktop IT SupportAnalytical skillsCommunication skillsTeam playerProblem-solving

Required

2+ years of modern systems management

2+ years of application and cloud service management

3+ years of desktop and application IT Support

3+ years customer service experience in IT Support

Bachelor's Degree or equivalent experience

Work experience demonstrating innovative solutions and the ability to multitask, high level of verbal and written communication skills, analytical skills, and team-player outlook

Highly motivated with the ability to work independently and as part of a team

Ability to evaluate data, analyze, and problem solve

Very strong communication and collaborative skills. Must be able to communicate and interact effectively with individuals across departments and across all levels, from staff to senior management

Strong knowledge of supporting Windows 10 and 11 Laptops, iOS products, Android products, and Chromebooks

Working knowledge of Google Workspace Enterprise or demonstrate a willingness to learn

Experience with and understanding of networking, SD-Wan, IT Security, and modern IT Service Management

Some travel and flexibility in work hours is required

Ability to take part in on-call rotation is required