Help Desk Technician

Job Description

Job Description

Job Description

GENERAL DESCRIPTION / PURPOSE: 

The role of the Help Desk Technician resources at Loram is the first line of support for business partners within the company.  The team manages all user-based support and will work with level 2 support resources when required.  

The role of the Help Desk Technician is to manage support including implementation, new user setup, licensing, availability, reliability, performance, monitoring, maintenance, upgrades, and security profiles. This position must be able to work with very little supervision in a fast-paced environment.  

As a Help Desk Technician, which is part of a global help desk team, you will be providing support for the entire company.  This position will create knowledgebase articles and document processes for the team and has a significant role in maintaining business continuity. 

ESSENTIAL JOB FUNCTIONS:  

• Maintain all aspects of laptops, desktops, mobile devices, tablets, licensing, and standard related software for end users. 

• Maintain corporate print service/maintenance contracts and assist with repairs as needed 

• Manage user accounts and access in Active Directory, Exchange Admin Center and Microsoft 365 Admin Center 

• Provide support for executive office and conference room AV systems 

• Load/Update the operating system, BIOS, and application software of corporate computers as required 

• Assist with deployment of specialized software as needed. Serve as a backup to other applications as required 

• Maintain an up-to-date inventory of IT resources and supplies 

• Respond to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs 

• Respond to helpdesk tickets as assigned keeping users informed as to progress; updates and closes IT tickets accordingly.      Acts as co-administrator for the ticketing system  

BEHAVIORAL COMPETENCIES: 

• Action Oriented 

• Creating a Service Reputation 

• Customer Focus 

• Strong Problem Solving 

• Technical Learning 

• Values Based 

Knowledge, Skills, and Abilities: 

• Strong working knowledge of Computer Hardware, Windows 10+, standard MSO 365 business applications, and other software support 

• A sense of urgency in solving customer requests to ensure timely resolution and an ability to work under pressure, multi-task, and meet deadlines 

• Ability to communicate effectively with staff on all levels within Loram 

• An open attitude toward learning and ability to work remotely when needed 

• Excellent verbal and written communication skills 

• A disciplined work ethic and advocate for Loram management’s mission and vision 

• Ability to lead large work volumes, show flexibility, and adapt easily to change 

REQUIRED QUALIFICATIONS: 

Education: Associates Degree in Information Technology or related field 

Experience: 2+ years cumulative experience supporting various Computer Operations, Technical and Help Desk support 

In lieu of education 4+ years of equivalent combination of education and experience.

Knowledge, Skills, and Abilities: 

• Strong working knowledge of Computer Hardware, Windows 10+, standard MSO 365 business applications, and other software support 

• A sense of urgency in solving customer requests to ensure timely resolution and an ability to work under pressure, multi-task, and meet deadlines 

• Ability to communicate effectively with staff on all levels within Loram 

• An open attitude toward learning and ability to work remotely when needed 

• Excellent verbal and written communication skills 

• A disciplined work ethic and advocate for Loram management’s mission and vision 

• Ability to lead large work volumes, show flexibility, and adapt easily to change 

PREFERRED QUALIFICATIONS: 

Experience: 4 years working in a general helpdesk support environment in addition to required qualifications 

Licenses/Certifications: Any IT-related training and certifications 

Knowledge, Skills, and Abilities: Rail Industry knowledge 

PRE-EMPLOYMENT REQUIREMENTS:  

This position requires successful completion of the following:  

• Social Security Verification: The individual’s name must correspond to their Social Security number and date of birth.  

• Nationwide, federal and state, multi-county criminal background check. Up to a seven-year history is considered.  

• Drug and Alcohol Testing: All applicants must successfully pass a pre-employment drug and alcohol test. Employees in safety-sensitive positions are subject to random, reasonable suspicion, and post-incident drug and/or alcohol testing in compliance with federal regulations and company policy.  

• Employment Verification: Current and prior relevant employment experience will be verified to confirm the candidate meets the minimum required years of experience for the position.  

• Education Verification: Post-secondary education at the associate degree level or higher will be verified, including degree(s) earned and dates of completion 

WORKING CONDITIONS:   

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the role.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Office deskwork, requiring sitting, walking, using phone & computer 

• May lift up to 30 lbs. occasionally (desktop computers, monitors, stands) 

• 10% or more travel is possible including international  

• Can tolerate variable and sometimes challenging conditions during visits or inspections of company equipment in a railroad environment 

Equal Opportunity Employer:

Loram is an Equal Opportunity Employer committed to fostering an inclusive, diverse, and respectful workplace. We make all employment decisions based on qualifications, merit, and business need, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, national origin, veteran status, or any other characteristic protected by applicable laws in the countries where we operate, including the Equality Act 2010 in the UK, relevant U.S. federal, state, and local laws, Brazil’s anti-discrimination provisions under the Consolidation of Labor Laws (CLT) and Federal Constitution, India’s Equal Remuneration Act and Rights of Persons with Disabilities Act, Australia’s Fair Work Act 2009 and applicable state and territory legislation, and Canada’s human rights protections under the Canadian Human Rights Act and applicable provincial or territorial laws.

Benefits:

Benefits for this role include a comprehensive package with company-sponsored medical, dental, and vision insurance; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; wellness programs; basic life and AD&D insurance; voluntary life insurance; company paid short-term and long-term disability coverage; 401(k) retirement plan including an employer match of 150% up to the first 6% you contribute to the Plan; Employee Assistance Program (EAP); behavioral health support; and leaves of absence. Additional benefits include tuition reimbursement, payroll charity contributions, adoption assistance and optional plans such as legal, critical illness, and hospitalization.

Compensation:

Loram determines compensation based on factors such as skills, competencies, education, and/or experience. Certain positions may be eligible for an annual bonus and paid time off in addition to base compensation.