Helpdesk Technician

Description

Over the next few years, CRST The Transportation Solution will be implementing significant enterprise-wide system and software upgrades. In support of this project, and of future needs, we are expanding our personnel and adding new positions within our Information Technology team, located in Cedar Rapids, IA. We are seeking new IT skills and resources in the areas of help desk technicians, project managers, business process analysts, application administration, and software development. It is an exciting time to join an organization that is investing heavily in the future, come and be a part of something big

**Job Summary: **

Planning, development, implementation, and maintenance of an organization's technology infrastructure and systems. IT professionals play a crucial role in supporting and optimizing technology resources to meet the needs of the organization and its stakeholders and optimizing technology resources to support business operations, enhance productivity, and drive innovation. They contribute to areas such as technical support, system administration, networking, database management, software development, and project management.

Shift: Sunday - Thursday, 11:30 pm - 6:00 am. This position would receive a shift differential bonus of $2,400 a year

**Essential Duties and Responsibilities: **

• A primary point of contact for all IT-related questions.

• Respond to telephone calls, emails, and personal requests for technical support in a fast, friendly manner with the ability to explain technical situations to non-technical individuals.

• Troubleshoot and support software all approved software and hardware.

• Identify, research, and resolve technical problems and escalate problems to other support teams when necessary.

• Follow published standard operating procedures.

• Document incidents/problems, troubleshooting steps taken, and comments in an incident management system.

• Assist with troubleshooting networking issues, including on-premise connections, VPN, and Wifi connectivity.

• Contribute to Knowledge Base Support documentation to aid in the resolution & fulfillment processes related to Incident Management and Service Request Management.

• Work in a fast-paced environment, able to adapt to frequent change and work a flexible schedule.

• Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems.

Qualifications:

• 1+ year(s) of Helpdesk Technician experience preferred

• Ability to provide support to end-users on a variety of topics including Windows operating systems, Active Directory, MS Office, printers, mobile devices, and email issues

• Ability to demonstrate a solid understanding of basic network components and concepts

• Mature, self-motivated, and professional with excellent written and verbal communication skills

• Strong problem-solving/analytical abilities

• Ability to work independently as well as willing to follow directions and best practices

• Regularly demonstrates initiative in supporting the customer outside of expected job assignments

• Attention to detail and ability to multi-task when talking to customers while performing technical computer work.

• Two or Four-year degree in an IT-related field or equivalent experience in a Technical Support/Help Desk environment.

• Previous call center, customer service, and technical support experience

Work locations of each position will be determined during the hiring process. Each work location will depend on business needs and the essential functions of the position.

The CRST Core Values: Safety at the Core of All We Do – Integrity in Every Decision and Action – Commitment to the Success of Employees, Customers, Agents, Contractors, and Communities.

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.