Nippon Express USA · 3 weeks ago
IT Help Desk Support - Specialist II
US-IL-Des Plaines
Full-time
Onsite
Mid Level
$68K/yr - $83K/yr
3+ years expNippon Express USA is a logistics solutions provider that is seeking an IT Help Desk Support Specialist to join their IT Systems Division team. The role involves monitoring ticketing systems, providing hardware and software support, and assisting users with technical issues to ensure efficient operation of server and network infrastructures.
ConsultingInformation TechnologyLogistics
Responsibilities
Monitors ticketing system for incoming requests and incidents with the goal to resolve issues efficiently or escalate accordingly
Documents all pertinent end user identification information, including name, department, contact information, nature of problem or issues and solutions provided
Prioritizes and schedules ticket requests and incident reports response and escalates problems (when required) to the appropriately experienced technician
Manages incoming help requests from end users via tickets in a courteous manner and responds to request and incident reports from users by walking them through the problem-solving process
Provides hardware and software support of PC’s and network/telecommunications system infrastructure equipment; including installs, upgrades, and problem troubleshooting related to hardware, software and other equipment
Diagnoses, tracks, resolves and documents problems and assists in drafting knowledgebase articles based on commonly reported issues and educational queries
Installs, configures and tests new and updated releases of end-user software systems and computing equipment through various methods (i.e manual process, RDP, Microsoft Teams, etc.)
Advises, trains, and assists users on how best to utilize systems and ensures installation of desktop hardware and software according to established standards
Performs password and other various levels of security support on system
Performs other duties as assigned
Qualification
Required
Monitors ticketing system for incoming requests and incidents with the goal to resolve issues efficiently or escalate accordingly
Documents all pertinent end user identification information, including name, department, contact information, nature of problem or issues and solutions provided
Prioritizes and schedules ticket requests and incident reports response and escalates problems (when required) to the appropriately experienced technician
Manages incoming help requests from end users via tickets in a courteous manner and responds to request and incident reports from users by walking them through the problem-solving process
Provides hardware and software support of PC's and network/telecommunications system infrastructure equipment; including installs, upgrades, and problem troubleshooting related to hardware, software and other equipment
Diagnoses, tracks, resolves and documents problems and assists in drafting knowledgebase articles based on commonly reported issues and educational queries
Installs, configures and tests new and updated releases of end-user software systems and computing equipment through various methods (i.e manual process, RDP, Microsoft Teams, etc.)
Advises, trains, and assists users on how best to utilize systems and ensures installation of desktop hardware and software according to established standards
Performs password and other various levels of security support on system
Performs other duties as assigned
Ability to multi-task, prioritize and consistently meet deadlines, follow up and effectively use time
Ability to communicate technical ideas clearly and effectively, both orally and in writing to train and provide support to users
Ability to communicate technical ideas in terminologies users can understand when resolving issues with users
Ability to train and instruct employees in the proper use of computers and network system functions and resources
Ability to effectively carry out difficult and complex assignments, while exercising independent judgment and initiative
Ability to establish and maintain good rapport and cooperative relationship with co-workers and end-users
Considerable knowledge of the operation and maintenance of computers in a network system, including techniques for installing, testing, and troubleshooting
Proficient with Microsoft Office365, including Microsoft Outlook and other related software
3 years with a single organization working on a helpdesk or 1 year of progressively responsible work experience which demonstrates the ability to perform the duties of the position
Must have a strong work ethic, demonstrate attention to detail and have excellent time management skills
Experience with Microsoft Technology and RDP
Preferred
Label printers and hand-held scanning devices
Bachelor's degree in a computer related field or diploma/GED and currently enrolled in college pursuing a degree in computer related field
A+ certifications such as A+, MCP, MCSE etc
Company
Nippon Express USA
Nippon Express services continue to expand the globe, achieving a five-point framework across Japan, the Americas and Europe, and stretching into the rapidly developing markets of East Asia, South Asia and Oceania.
10001+ employees
H1B Sponsorship
Nippon Express USA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2021 (2)
Funding
Current Stage
Public CompanyTotal Funding
unknown1950-02-16IPO
Recent News
2025-12-03
2025-12-01
Company data provided by crunchbase