IT Support Analyst

About the project

We are currently looking for an IT Support Analyst to join a well-established third-party logistics (3PL) company based in the US. The IT Support Analyst is responsible for timely, accurate, customer service focused, and properly documented resolution of issues submitted to the IT Service Desk. It is designated for on-call facility level support and may be asked to travel frequently within the region throughout the day and/or on short notice off hours. Travel expectation outside of the region will be less than 10%.

This position covers the Mid-Atlantic region, including locations in NY, NJ, and MD.

Responsibilities

• Responsible for ongoing documentation, maintenance, monitoring, and deployment of hardware assets, including but not limited to Networking Hardware, Desktop/Laptop User Hardware, Warehouse Robotics, Put to Light & MHE systems, and Warehouse User Hardware (RF Handhelds, RF Printers, Tablets).
• Is an expert in our client\'s IT Operating Toolset – SalesForce, TeamWork, 7Geese, ITGLUE, Box.com, OKTA, Meraki.com, Avalanche, What\'s Up Gold, PDQ, PagerDuty, and closely related systems & tools.
• Supports Handheld RF Hardware and related software, including Wavelink Avalanche, Wavelink ConnectPro, Wavelink Terminal Emulator & related Wavelink TE scripting.
• Responsible for level 1 tech support of basic systems (non-WMS) issues and will be expected to escalate internally or to outside resources as required.
• Responsible for level 1 tech support of WMSAPPS (Synapse WMS, ProShip, NiceLabel) issues and will be expected to escalate internally or to outside resources as required.
• Resolve issues in a timely, accurate, and customer service focused manner – ensuring issue is properly documented in appropriate IT Service Desk Tools.
• Become an Operational Subject Matter Expert of Synapse working hand in hand with both operations and Information Systems.
• Works in conjunction with Information Technology management to manage systemic improvements as they occur.
• Develop and maintain proper documentation of systems configuration and changes
• Participate in other IT and IT Support projects as required.
• Occasional travel to Team Offsite Meetings, Customer Meetings, and Vendor events as required.

Requirements

• 3-5 years of experience in Supply Chain management, Finance, or Business Management required. Relevant experience in a logistics setting is preferred.
• Proficient in all Microsoft business applications such as Outlook, Excel, PowerPoint, and Word.
• Direct experience supporting a Warehouse Management Systems (WMS) package, or a Tier 1 ERP system with an advanced WMS module.
• Direct experience in an industry with a strongly regulated or complex supply chain (Retail, Grocery, Medical, Automotive, etc.).
• Strong hands-on knowledge of supporting Supply Chain technologies & standards including UPC/GTINs, GS1/UCC128 Labeling, VICS Bills of Lading.
• Knowledge of Networking and Visual Basic &/or VB.NET strongly preferred.
• Strong SQL Skills, Oracle Platform preferred.
• Experience with a professional barcode creation suite, NiceLabel Experience preferred.
• Knowledge of electronic interfacing methods (EDI, XML, Flat File, etc.) and related transport methods (EDI VAN, AS2, FTP, etc.) preferred.
• Ability to read, write, and communicate effectively in English (Bilingual Spanish/English preferred).
• Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Must demonstrate high level of interpersonal skills and both verbal and written communication skills with ability to work well under pressure and problem solve across a variety of business processes.
• Strong analytical skills with an ability to present views in a convincing, creative, clear, and impactful manner.
• Able to balance competing priorities, complex situations, and tight deadlines.
• Strong emphasis on organizational skills and attention to detail.