Road & Rail Services Position: Helpdesk Support Technician Reports to: VP of IT
Location: Louisville, KY. Office
Job Type: Full Time First Shift
Basic purpose of position: The primary role of the Helpdesk Support Technician is to support the technology needs of the business, supporting end users and finding more efficient ways to implement technology. Participating and contributing in Continuous Process Improvement activities within IT. Perform the essential functions to support internal and external customers and hardware and software. Execute the duties and perform the tasks required in all field operations, as required to ascertain relative safety, quality and training policies, procedures and standards within IT. Additionally, associate is able to perform essentially error-free work without direct supervision in a patient, friendly manner that puts the end user at ease. Expectation: Candidate must be personable, approachable and patient with associates requesting technical help with a variety of hardware and software systems. Network & Systems Security: Deploy Anti-malware software on endpoint systems and remediate potentially infected system; Maintain and manage web security filtering application(s); Maintain and manage Spam Filtering solution; Create, modify and delete user profiles and other access controls; Conduct user audits in Active Directory to ensure compliance with terminated or unneeded accounts; Review system event logs for error or security related issues; Notify VP of IT & System Engineers of possible security breaches, advise context; Use IT management application to deploy software patches to Windows Desktop OS and common software applications; Assist in deployment and management of varying Multi-Factor Authentication and / or other federated services for increased security in authentication; Maintain electronic entry system and work with security vendor for alarm code updates and coordination of maintenance of building security systems. Help Desk Support (Primary Role): Provide first touch ticket triage; Provide telephone, e-mail and on-site support to associates on Company approved hardware and software issues. Regular support hours 8:00 AM to 5:00 PM Eastern Time. Emergency after hours support on a rotating on-call basis following the published Road & Rail Services IT on-call policy; Identify, research, and resolve technical problems; Track and monitor reported issues to ensure timely resolution by responding to tickets logged into tracking software; Moves, adds and changes; Provide management timely reports on open issues and issue resolution. Hardware Maintenance: Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals; Deploy new endpoint computer systems within the business; Document, maintain, and upgrade hardware systems; Recommend hardware to meet needs and obtain approval of management prior to purchase; Distribute timely reports to management regarding maintenance issues. Software Maintenance: Work with VP of IT & System Engineers, Department Managers and third party vendors to assist in the evaluation, update or installation of line of business software applications; Deploy desktop operating system upgrades; Deploy necessary applications to desktop operating systems required for business use; Document software requirements and configurations in the Knowledge Base. System Administration: Use server side tools and applications provided to manage user and computer environment in the day to day operations; Monitor system back-ups and perform file or message recovery as needed; Perform routine recovery tests for file and message level data; Maintain data files and monitor system configuration to ensure data integrity; Monitor application usage to track license compliance; Maintain hardware and software lifecycle coordinating replacement or upgrade schedules; Network Support: Perform level 1 troubleshooting for network related outages or impaired systems; Open support request with ISP / Network Carriers related to internet outages; Training: Identify technical training needs of associates and conduct training as required; Continue professional development to maintain/improve information technology skills. Departmental: Maintain the cleanliness and organization of information technology work facilities and systems; Assist on special projects assigned by the VP of IT. Business: Seek to identify areas that technology can either reduce costs or enhance income potential or both; coordinates and drives IT support for key internal and external stakeholders including customers and associates; Education Requirements: A degree in computer science or related field preferred or relevant 3 to 5 years of related work experience. Experience Requirements: Must possess and demonstrate appropriate technical aptitude, as determined by the VP of IT, to successfully perform the tasks associated with above job duties within the IT department. Skills, Licenses, Certification, and/or Special Training: Communicate patiently and effectively with co-workers, vendors and Management utilizing strong inter-personal skills; Work in a fast-paced environment, while performing multiple tasks; Organize work and give attention to detail; Understanding of operating systems, system installation and configuration, printing systems, fundamentals of security, installation of third-party software, telecommunications systems; Strong working knowledge of the following: Microsoft 365 Office suite of products Windows desktop support, security and anti-virus protection software TCP/IP; and Internet connection topology Ability to type 50 words per minute without looking at the keyboard Physical, Mental & Sensory Requirements: Ability to occasionally climb, bend and crawl for at least two consecutive hours Ability to stand for periods up to two consecutive hours Must be able to hear work or safety instructions verbally communicated in a normal speaking voice Must be able to work independently Ability to communicate telephonically for periods of greater than 4 hours Ability to frequently view and change data on a standard computer Ability to simultaneously handle multiple tasks Ability to frequently lift and carry up to 35 lbs. Must be able to properly wear all required Personal Protective Equipment. We Offer: A Full Benefits package including Medical, Dental, 401K Paid Holidays and Vacations An annual Steel Toe Boot allowance All Personal Protective Equipment (PPE) provided Veteran Friendly A promote from within mentality We expect all associates to be committed to a high standard of safety, be willing and able to comply with all safety policies/rules and willing to report safety violations and potential safety violations to appropriate supervisory personnel. Individuals performing this function must not pose a direct threat or significant risk of substantial harm to the safety or health of himself/herself or others. Job Performance without equipment damage is essential to meeting our customers' safety, quality and production requirements.
Company Overview: Established in 1987, Road & Rail Services has grown and diversified to become a leading provider of rail-related services in North America. Our network of skilled associates provides plant and terminal operating expertise as well as field maintenance of rail assets for railroads, rail shippers, and owners of rail related equipment and facilities. Visit us online at for more information!
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