IT Support Technician

Description

Who WE are:

RailPros is the premier provider of engineering and diversified safety services to America’s rail and transit industry. Driven by a passion for our people, clients, and communities, we are committed to solving our customers’ challenges and earning their trust through teamwork, continuous improvement, and service excellence. As a people-first organization, we prioritize the well-being and growth of our employees, fostering a culture of caring and support. We believe that when our people thrive, our company thrives.

Our mission is to enhance mobility, safety, and quality of life for residents, passengers, and partner companies. We do more than just provide services – we are constantly innovating and staying abreast of industry developments to help our customers succeed. Join us in our shared goal of keeping America moving and ensuring customer satisfaction in an environment where your contributions are valued and your growth is encouraged. Apply now and become a part of our exciting journey!

Job Summary 

The IT Support Technician provides help desk technical support to all aspects of the business in person, via phone and email while utilizing remote tools. The prospective candidate will be expected to troubleshoot and resolve technical issues, install/remove software, perform basic account management, perform software and hardware testing as well as assist in equipment setup. The successful candidate will be adept at information gathering and expected to escalate and work with senior members of the IT team where necessary to provide support to the organization as well as produce documentation of issues, processes, and produce guides.

Essential Duties & Responsibilities:

• Provide technical assistance, information gathering and support for incoming queries and issues related to computer systems, software, and hardware
• Provide training to users as part of the normal course of troubleshooting
• Logging, categorizing, and actioning all incoming ticket activity in the Helpdesk Ticketing system
• Perform regular follow-ups with all requesters regarding status and closure of incidents/requests
• Install, modify, and repair computer hardware and software issues
• Manage user accounts, updates, and password resets
• Assist other IT teams with maintenance of the company IT Infrastructure, software and hardware rollouts and project tasks as assigned
• Asset management (tag new inventory, keep track of current inventory) 
• Provide support for Android/ iOS tablet users as well as assist in device enrollment
• Install computer peripherals for users
• Be able to independently make decisions about appropriate hardware needs according to company guidelines
• Produce documentation of processes, issues, queries, and guides
• Participate in an on-call rotation
• Participate in regular training and education
• Ability to positively respond to changes in a dynamic, fast paced environment
• Other duties as assigned or required to meet the business needs

Qualifications

Knowledge, Skills & Abilities:

• Applying logical thought processes and organizing resources in order to solve issues and meet commitments
• Making decisions and seizing opportunities in the context of BA business objectives
• Partnering effectively with others in order to achieve results
• Satisfying internal and external customer expectations and developing customer partnerships
• Proficiency with electronic communications including e-mail and text as well as standard office applications (i.e., Microsoft Office Suite, remote connectivity tools such as VPN, RDP, VNC, Android OS/iOS troubleshooting)

Required Education and Experience:

• High School Education
• Prior experience working in an IT support environment providing remote support

Preferred Education and Experience:

• 6 months experience working in a customer service environment

Additional Qualifications, Certifications, etc.

• Basic Understanding of OSPF layers
• CompTIA A or equivalent entry level certification preferred or prior experience in IT troubleshooting roles
• Microsoft Technology Associate (MTA)
• N Certification

Benefits & Perks:

• Comprehensive Health Insurance: Includes medical, dental, and vision coverage.
• Additional Coverage Plans: Accident plan, critical illness plan, and hospital indemnity with employee-to-family coverage.
• Life & Disability Insurance: Employer-paid with additional voluntary options available.
• Retirement Savings: 401(k) plan with employer match.
• Paid Time Off (PTO): Generous vacation and sick leave.
• Wellness Programs: Access to various wellness initiatives and resources.
• Discount Programs: Exclusive discounts on products and services.
• Company Merchandise Allowance: Company-funded allowance for our online store.
• Health Savings Accounts (HSA): With employer match.
• Health Reimbursement Arrangement (HRA): Employer-funded.
• Flexible Spending Accounts (FSA): For dependent care expenses.
• Employee Assistance Programs (EAP): Support for personal and professional challenges.
• Professional Development: Opportunities for training and career growth.
• Work-Life Balance: Initiatives designed to support a balanced and fulfilling work life.

Join RailPros for a fulfilling career in a thriving and stable industry. Our core values drive us to excel as a team, prioritize customer satisfaction, and adapt to industry changes swiftly. Be part of a passionate and dedicated team that values continuous improvement, trust, and problem-solving. Apply now  for an opportunity to contribute to our success.

Equal Employment Opportunity (EEO): 

RailPros provides equal employment opportunities to all qualified candidates, regardless of race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. We are committed to making reasonable accommodations for known physical or mental limitations of qualified employees and applicants with disabilities unless such accommodations would impose undue hardship on our business operations. If you are considering applying for a job and require a reasonable accommodation in accordance with the ADA, please reach out to us at peopleoperations@railpros.com. We value diversity and strive to create an inclusive environment for all employees.

#LI-NS

#LI-Hybrid

Follow us on Social Media!