Help Desk Technician

Company: Forward Air
Job type: Full-time

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Forward Air has been a leader in the expedited ground transportation
industry for 25 years. Our portfolio of services has evolved to meet
each customer's unique shipping needs, including expedited linehaul
(TL & LTL), pick-up and delivery, intermodal drayage (CST), pool
distribution (FAS) and specialized temperature-controlled logistics
services (TQI). Forward Air is a publicly traded (NASDQ: FWRD) and
highly respected transportation and logistics company with revenues of
approximately $1B annually. We are a growth-oriented company that has
doubled in size over the past 5 years.
As an industry leader- we are dedicated to finding the best people. We
want individuals who share our core values and demonstrate a true
passion for what we do. Forward Air offers excellent compensation and
benefits packages to our employees, as well as tremendous growth
opportunities for top performers.
Current job opportunities are posted here as they become available.
Help Desk Technician
Department:
Southwest - DFW
Location:
Irving, TX
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Company Overview:
Forward Air (NASDAQ: FWRD) is a leading asset-light freight and
logistics company, providing less-than-truckload ( LTL ), truckload,
intermodal and pool distribution services across the United States and
in Canada. We are a highly respected transportation and logistics
Company with revenues in excess of $1B annually. As an industry
leader, we are dedicated to finding and developing the best people. We
want individuals who share our core values and demonstrate a true
passion for what we do. Forward Air offers excellent compensation and
benefits packages to our employees, as well as tremendous growth
opportunities for top performers.
Position: Help Desk Level II
Job Description:
Forward Air, seeking an IT Help Desk Level II professional who can
provide remote Tier II technical support to users spread across the
country. This candidate will need a strong back ground in software
migration, smartphone and tablet technologies, service desk
application software, and installing/upgrading end user equipment.
Core Responsibilities and Duties
* Responding to incoming help desk inquiries promptly, politely and
professionally
* Quickly prioritizing and responding to all client calls and
emails, identifying problems and providing expedient technical
assistance for all computer related issues, including service
workstations and other equipment for users through remote support
techniques
* Diagnose and resolve technical hardware and software issues to
user s satisfaction
* Research users questions using available information resources and
advise user on appropriate action
* Installs new hardware and software for customers utilizing remote
management tools
* Follow standard help desk procedures like logging all help desk
interactions
* Redirect problems to appropriate resources
* Identify and escalate situations requiring urgent attention
* Track and route problems and requests and document resolutions
* Troubleshoot Hand Held Scanner issues
* Demonstrate excellent communication skills
* Influencing a positive work environment that fosters team
performance through own work and behavior.
* Will be on call as part of Help Desk rotation at least once in 4
weeks to provide coverage between 6 pm and 6 am on weekdays and 24
hours on weekends and holidays.
* Travel to remote sites assist in new installs
* Ability to lift 50lbs.
* Other duties as assigned
Job Qualifications and Requirements:
* 3+ years of related technical helpdesk and customer service
experience
* A+, MCP, and / or MCSE Certifications
* Associates degree and/or Bachelor s degree preferred
* Experience with repairing/working with Intermec Hand Held scanners
is a plus
* Experience with cabling, switches, and routers are a plus
* Experience with AS400 , O365, MDM is a plus
* Strong analytical abilities are required to interact with
customers to evaluate work and provide technical assistance.
* Good interpersonal skills are required to interact with customers
and clients and provide technical assistance to resolve problems
* Good organizational skills are required to communicate effectively
* Ability to establish and maintain effective working relationships
with employees, supervisors, officers, carriers and the public
Skills:
* Ideal candidate will possess a can do attitude with a will do
work ethic
* Must have the ability to work in a fast paced environment
* Transportation industry knowledge and experience is a plus
Forward Air is an Equal Opportunity employer.
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2020 Forward Air, Inc.
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