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CRST The Transportation Solution, Inc. Helpdesk Technician in Cedar Rapids, Iowa

Helpdesk Technician

Location IA, Cedar Rapids

Division/Department CRST The Transportation Solution, Inc.-Information Technology

# of openings 1

CRST The Transportation Solution, Inc. is Delivering Promises and Driving Success to Ensure Everyone Has What's Needed to Live and Thrive. Today, more than ever, we are looking for talented individuals who will help us bring this vision to life.

Helpdesk Technician

Essential Duties and Responsibilities: Works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems and requests. Responsible for answering IT requests via phone, email, live chat or instant message and explaining solutions in technical and nontechnical terms.

  • Primary point of contact for all IT-related questions.

  • Respond to telephone calls, email and personal requests for technical support in a fast, friendly manner with the ability to explain technical situations to non-technical individuals

  • Troubleshoot and support software all approved software and hardware.

  • Identify, research, and resolve technical problems and escalate problems to other support teams when necessary

  • Follow SOP

  • Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system.

  • Contribute to Knowledge Base Support documentation to aid in the resolution & fulfillment processes related to Incident Management & Service Request Management.

  • Work in a fast-paced environment, able to adapt to frequent change and work a flexible schedule

  • Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems.

Qualification Requirements:

  • Customer focused with a strong commitment to improving the customer experience

  • Team oriented

  • Ability to provide support to end users on a variety of topics including Windows operating systems, Active Directory, MS Office, printers, mobile devices, and email issues

  • Ability to demonstrate a solid understanding of basic network components and concepts

  • Mature, self-motivated, and professional with excellent written and verbal communication skills

  • Strong problem solving/analytical abilities

  • Ability to work independently as well as willing to follow direction and best practices

  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments

  • Attention to detail and ability to multi-task talking to customers while performing technical computer work.

  • Two or Four-year degree in IT-related field or equivalent experience in a Technical Support/Help Desk environment.

  • Previous call center, customer service, technical support experience

The CRST core values:Safety at the Core of All We Do - Integrity in Every Decision and Action - Commitment to the Success of Employees, Customers, Agents, Contractors and Communities.

EEO Statement:All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.