EFM - Analyst, Desktop Support

Estes Final Mile, a wholly owned subsidiary of Estes Express Lines, was launched in 2016 to address the growing demand for final mile delivery of consumer and retail goods to residences and businesses across the US. At Estes Final Mile, our focus is on providing a world class customer delivery experience through the use of our technology enabled delivery network, resulting in industry leading service unmatched in the Industry.

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program

The Analyst, Desktop Support, reports to the Manager, Operations Support.  The Analyst, Desktop Support is responsible for providing technical hardware and software support for end users both within and outside of the organization.  The Analyst, Desktop Support will work at the direction of Estes Final Mile Management Team to maintain current software and hardware, as well as contributing to the creation of more efficient environments and workflows, as needed.

To perform this job successfully, an individual must satisfactorily perform each essential duty.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.

• Responsible for the routine maintenance and support of the standard hardware/software technology in use at the company.
• Use judgement to maintain and support systems for stakeholders.
• Install, configure, test, monitor, and make minor repairs to personal computer hardware and software systems, and provide technical assistance and training to system users.
• Track distribution and disposition of desktop peripheral equipment and software.
• Create instructions and documentation for software workflows and processes, to be used both internally and externally, when needed.
• Receive and respond to incoming calls, pages, and/or emails regarding desktop problems.
• Research support requests within web applications to answer questions, identify bugs,
• troubleshoot, and resolve issues.
• Follow established procedures, complete complex assignments, and resolve customer concerns
• that require in-depth investigation or research.
• Maintain established integrations with external software providers via API, EDI, flat file, XML, etc.
• Develop new integrations and make necessary changes to existing integrations based on requirements.
• Coordinate testing efforts with trading partners and cross functional teams to make sure that all
• elements of a data integration function as designed.
• Monitor managed file transfers to identify data transmission issues.
• Monitor and resolve issues with API transmissions.
• Investigate issues by reviewing system logs and querying SQL Server.
• Analyze current and proposed software systems.
• Make suggestions for changes that proactively prevent future support issues.
• Support development initiatives and/or projects involving implementation of new technologies.
• Communicate with senior management regarding activities to help mitigate organizational loss
• or impact, and ensure customer satisfaction.
• Support and promote company core values.
• Must be able to work extended hours, weekends, and holidays based upon business need.
• Regular attendance is required.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

SKILLS AND ABILITIES

• Working knowledge of file transfer protocols is preferred (FTP, SFTP, AS2).
• Familiarity with both RESTful and Non-REST API technology is preferred.
• A thorough knowledge of Desktop/Laptop hardware and end-user level peripherals a must.
• Proven competence to communicate clearly and persuasively with all levels of an organization required.
• Ability to work with groups of people such as other departments and communicate known concepts.
• Ability to write comprehensive reports and detailed business correspondence.
• Ability to read and interpret complex business and/or technical documents.
• Very strong problem solving and analytical skills and should be a methodical and systemic thinker.
• The ideal candidate will demonstrate a history of proactive orientation towards troubleshooting, problem solving, and quick thinking with a sense of urgency and priority.
• Attention to detail in composing, typing, and proofing materials, establishing priorities, and meeting deadlines.
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.
• Ability to plan, organize, and manage multiple projects and set priorities.
• Ability to maintain stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and the organization.
• Demonstrated track record and eagerness to learn new technology.
• Demonstrated technical aptitude and knowledge.
• Demonstrated self-starter and independent worker.
• Team oriented focus.
• Must be eligible to work in the United States.
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check.
• At this time, EFW will not sponsor a new applicant for employment authorization for this position.
• EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

SUPERVISION

Position functions with supervision and has no direct reports.

EDUCATION/EXPERIENCE

Minimum of a Bachelor's degree (or equivalent) in related field plus 3-5 years of related IT experience.  However, a combination of experience and/or education will be taken into consideration. 

LICENSES/CERTIFICATIONS

Minimum of at least one acceptable technical certification.

TRAVEL

Periodic travel up to 25% required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. 

Typically sitting at a desk or table.  Intermittently sitting, standing, walking, stooping, or reaching with hands and arms. Regularly required to talk or hear, and sit and use hands and fingers to handle and feel in order to operate computers and other standard office equipment. There is frequent lifting, moving, and stacking of materials weighing up to 50 pounds. Candidate needs to be able to crawl under desks, and use a ladder. Frequent pushing of equipment carts for short to long distances.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform essential duties. 

Normal office situation.

EFM is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran