Regional IT Support Lead

Job Description

Job Description

ABOUT US:

U.S. Multimodal Group (USMMG) is a company that specializes in providing comprehensive transportation and logistics solutions. The company operates across various modes of transport including truckload and intermodal, offering a seamless and integrated service to ensure efficient and timely delivery of goods. Its expertise lies in coordinating and managing complex logistics operations, catering to diverse client needs with customized solutions. By leveraging advanced technology, strategic planning, and a vast network of resources, U.S. Multimodal aims to optimize supply chains, reduce operational costs, and enhance overall customer service in the transportation sector. 

JOB SUMMARY:

As the Regional IT Support Lead, you will keep U.S. Multimodal Group's offices running. You will be the main technical resource for users in your region, both onsite and remote, and you will support nearly every system IT is responsible for. The work is varied. You will install and configure computers, network switches, printers, A/V equipment, software, and cabling, and you will troubleshoot whatever comes up. If you have the drive to own a problem from start to finish and see it through to excellence, this role is for you. You will join an IT team that is actively modernizing its systems, and your work will help shape how we support our users going forward.

This job is on-site full-time in Franklin, TN. There is no relocation assistance for this opportunity. 

Must be legally authorized to work in the United States. Employment eligibility will be verified through E-Verify, and a background check is required.

KEY RESPONSIBILITIES:

• Log, update, and resolve all requests in the ticketing system within established SLAs.
• Address user requests regarding help with hardware, software, and networking issues.
• Travel to remote offices when the need arises for in-person support or project work.
• Install, repair, and maintain desktop and laptop computers, peripherals, and related systems.
• Provide end user support via remote assistance, in person, and telephone.
• Support and enforce company information policies and procedures.
• Assist in maintaining hardware and software inventory for asset management.
• Participate in the on-call rotation to provide support after normal business hours and respond to emergency work requests in critical situations.
• Escalate issues to senior IT staff when they fall outside your scope, affect multiple users, or present a security risk.
• Follow the change management process for any change to network, server, or shared systems, and submit change requests before the work begins.
• Assist in creating and maintaining knowledge base articles for common issues.
• Perform other duties as assigned by leadership.

QUALIFICATIONS:

• Minimum of 3 years’ technical experience in a similar role supporting and managing Information Technology infrastructure and operating systems.
• Advanced knowledge of and experience with Windows 11, Microsoft 365 Applications, TCP/IP Networking, security and anti-virus products, ITSM platforms, and troubleshooting hardware and software issues. 
• Preferred working knowledge of MDM platforms and Microsoft Teams Rooms hardware
• Strong analytical, problem solving, and multitasking skills with a customer focused attitude.
• Knowledge of Transportation Management Systems a plus.
• Ability to perform remote troubleshooting and provide clear instructions.
• Excellent interpersonal communication skills with proven ability to communicate effectively in both written and oral form to non-technical users.
• Bachelor’s degree in computer science, related field, or equivalent industry experience.
• Certifications (Preferred): ITIL Foundation, CompTIA A+, or Microsoft role-based certifications.

WHAT WE OFFER:

• Competitive salary and benefits package including, 401(k) match, employer paid group life insurance and long-term disability plan.
• Opportunities for career advancement and continued professional development.
• A dynamic, exciting, and mission-driven work environment.

Work Environment & Physical Demands:

This position operates in a dynamic, fast-paced, professional office environment. This role routinely uses standard office equipment such as computers and phones. While performing the duties of this job, you will be regularly required to talk, read, hear, sit, lift up to 50lbs, and use your hands to type.

Equal Opportunity Statement:

U.S. Multimodal is an Equal Opportunity Employer and we are committed to fostering a safe and friendly workplace. All qualified individuals are encouraged to apply.