Help Desk Technician II

Job Title: Help Desk Technician II

FLSA Status: Exempt

Department: Information Technology

Reports to: Quality & Continuous Improvement Specialist

Technical Report to: Global Helpdesk Supervisor

Code: 10142

GENERAL DESCRIPTION / PURPOSE:

The Help Desk Technician II is responsible for providing support for employees’ use of IT assets and to provide new technology to promote effective business. This position ensures that technology users can effectively do their job with the hardware and software given to them.

ESSENTIAL JOB FUNCTIONS:

• Maintain all aspects of laptops, desktops and related software.
• Maintain corporate print service/maintenance contracts for the region.
• Respond to global helpdesk tickets as assigned keeping users informed as to progress; updates and closes IT tickets accordingly.
• Co-administrate corporate IT helpdesk ticketing system, assist with assigning tickets.
• Responsible for tasks associated with user onboarding and offboarding (setup laptop, full workstation area)
• Helps create and define procedures for new systems and services offered by the IT team globally.
• Manage all aspects of regional cellular and mobile devices within corporate standards.
• Maintain an up-to-date inventory of IT resources and supplies.
• Serve as a backup to other applications as required.
• Recommend new technology as required.
• Manages consultants/contractors as required for projects.
• Provide technical and procedural assistance to junior members of the team.
• In some cases, will be required to work non-traditional hours to minimize business impact of upgrades or modifications to infrastructure.
• Lead region specific projects and provide resources to larger business wide projects working with senior global team.

REQUIRED QUALIFICATIONS:

Education: Associate degree in Information Technology, Business, or related field

Experience: 4+ years’ experience: working in a general helpdesk support environment, working with Microsoft applications.

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills.
• Ability to successfully and effectively work independently and within a team.
• Ability to influence others, identify problems, and recommend a course of action.
• A sense of urgency in solving customer requests to ensure timely resolution and an ability to work under pressure, multi-task and meet deadlines.
• Demonstrated experience with continuous improvement initiatives, root cause analysis and project management.
• Ability to communicate effectively with staff on all levels within the Company.
• Ability to lead large work volumes, show flexibility, and adapt easily to change.

*Or 6+ years equivalent combination of education and experience

PREFERRED QUALIFICATIONS:

Education: Bachelor’s degree in Information Technology or related field

Experience: 5+ years working in a general helpdesk support environment

Licenses/Certifications: ITIL Foundation or any IT related training and certifications

Knowledge, Skills and Abilities:

• Rail Industry knowledge
• Microsoft 365, Intune and Autopilot experience
• ITIL/IT Service Management

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.

• 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.

• A nationwide, federal, and state criminal background check will be conducted. Up to a seven-year history will be considered, including incarceration or court supervision. Findings will be reviewed relative to the position requirements.

• 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 the 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.