What are the responsibilities and job description for the Information Support Specialist 1 position at TransWood?
Information Support Specialist 1
Overview
*Entry Level Help Desk Role
*AA or AS Degree or currently attending college in a related field of study preferred
*Certifications are preferred
About the Role:
TransWood is a liquid chemical and dry bulk motor carrier based out of Omaha Nebraska with close to 45 offices spread throughout the United States. As a member of the IT team, you will be supporting these internal customers to ensure their operations run with minimal downtime. We are enablers and problem solvers, always looking for ways to help the business grow and succeed.
We are looking for a service-oriented Support Technician to provide Tier 1 technical support to users in an efficient and accurate manner. This is a jack-of-all-trades position that will see you troubleshooting a printer error one moment, before switching gears to figure out why a user cannot access a VPN the next and installing and configuring software remotely to a machine at one of our 45 different regional locations the next. This role does not operate on an island, you will have an escalation chain to assist with advanced issues. This is a great opportunity for the right person who is looking to get into the IS/IT arena.
This is an entry level position. A basic level of core IS/IT competency is required, but we will also allow you to explore the many facets of the IS/IT space and help grow your career along your desired path. Our small team has a wealth of knowledge in system administration, network administration, end-user hardware, server management, virtualization, Office 365 administration, database administration, business intelligence development, business analysis, project administration and we are always looking at new software and technology as there is always more to learn.
The two most important qualities that a competitive candidate will possess are a strong ability to troubleshoot, and an even stronger ability to break down technical issues to non-technical users. Solving the problem is a start, but this person needs to solve the problem and then educate the end user on how and why the issue occurred so that it can be prevented moving forward.
Responsibilities – IS/IT Support Technician:
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot a broad range of technical issues
- Ask users targeted questions to quickly understand the root of the problem
- Track issues to their complete resolution, providing notes and updates in the ITBA Support Desk ticketing system
- Guide users through a series of actions, either via phone or email, until the technical issue is resolved
- Properly escalate unresolved issues to appropriate internal resources (e.g. Sys Admin, DBA, management, etc.) when appropriate
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged as support tickets
- Communicate with all levels of the organization
- Prioritize and manage several open issues at one time
- Work on specific projects as assigned by IT Manager or Infrastructure Administrators
- Document technical knowledge in the form of internal Knowledge Base articles
- Recommend process/technology changes when and where it makes sense
- Maintain positive relationships with internal customers and team members
Prerequisite Skills:
- Willing interest to advance IS/IT career
- Desire and ability to learn a broad spectrum of IS/IT tools and disciplines including Office 365, VMWare, Networking, MS Server, etc.
- Strong communication skills
- Advanced troubleshooting skills, with strong attention to detail
- Customer service focused
Work Environment:
- Office environment
- Business Casual
- Must be willing and able to carry up to 25lbs up and down stairs
Schedule:
- 8-hour shift
- Day shift
- Monday thru Friday with on-call rotation for weekend coverage
To submit your resume, click Apply Now!
Job Type: Full-time
Pay: $36,000.00 - $40,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
- Weekends as needed
Work Location: In person
Salary : $36,000 - $40,000
