Analyst, IT Support

Job Description

Job Description

Job Family : BPIT

Job Title : IT Support Analyst

Role Summary :

The IT Support Team supports ONE North America users by resolving technical problems and building solutions that cover a multitude of technical disciplines. This position provides both first and second level IT support, designs and implements solutions related to end-user compute, and serves as a resource to other Business Process Information Technology teams. IT Support Team members work directly with internal customers and are the primary representatives of the IT department to internal customers.

Additional Responsibilities :

Provide first and second level support for a variety of hardware and software issues for 800 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

Participate in auditing and documenting hardware and software inventory

Manage projects and other work, as assigned

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

Install necessary software for users to perform daily tasks (internal company software, Microsoft Office suite, etc.)

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.

Research and make recommendations on products, services, protocols, and standards in support of IT procurement and development

Deploy and administer technology solutions

Collaborate with Global and other regional technology teams for solutions

Core Required Skills and Competencies :

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.

Function Specific Required Skills and Competencies :

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.

Required Minimum Years Experience :

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

Required Minimum Education :

Technical and / or College degree preferred

Ocean Network Express provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At Ocean Network Express, we strive toward high-level results for all our employees and pride ourselves on identifying opportunities for internal movement and advancement of proven talent. If you’re interested in a career in the global transportation industry and are looking for growth and advancement opportunities, we encourage you to apply. We enjoy meeting candidates who are persistent in their own professional development.

About Ocean Network Express (ONE)

Ocean Network Express (ONE) was incepted on July 7, 2017, following the liner service integrations of Kawasaki Kisen Kaisha (“K” LINE), Mitsui O.S.K. Lines (MOL) and Nippon Yusen Kaisha (NYK). The new entity functions from its global headquarters in Singapore, supported by regional headquarters in Hong Kong, Singapore, the United Kingdom, the United States, and Brazil. ONE is the world’s sixth-largest container carrier with a fleet size of approximately 1.91 million TEU. Operating more than 240 vessels, it offers an expeditious and reliable international network of over 130 services to 120 countries and beyond. ONE is a member of THE Alliance (THEA), a global ocean carrier consortium.

For more information, please visit www.one-line.com