Analyst, Desktop Support

Overview

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines’ extensive line haul network providing EFW clients with a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program

Responsibilities

Under the direction of IT Management the Desktop Support Analyst is responsible for providing technical hardware and software support for end users from support staff to top executive management.

To perform this job successfully, an individual must satisfactorily perform each essential duty.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties. 

• Responsible for the routine maintenance and support of the standard hardware/software technology in use at the company. This could range from configuring and moving a workstation to inputting data into local operational processes, like PC inventory, to escalating a technical issue to a more senior tech within the team.
• Work independently on tasks and service requests, but gets active guidance from more senior technical resources within the location team.
• Assist in technical upgrading and maintaining of entire desktop systems
• Install, configure, test, monitor and make minor repairs to personal computer hardware and software systems, and provide technical assistance and training to system users.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Effectively supports our technology to ensure productivity of associates as they work in turn to serve our external customers.
• Receive and respond to incoming calls, pages, and /or emails regarding desktop problems.
• Track distribution and disposition of desktop peripheral equipment and software
• Support and promote company core values.
• Comply with Company C-TPAT and TSA security procedures.
• Must be able to work extended hours, weekends and holidays based upon business need.
• Regular attendance is required.
• Perform other duties as assigned.

Qualifications

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

SKILLS AND ABILITIES

• Technical aptitude and experience as it relates to PC hardware and LAN technologies.
• Experience with Microsoft Windows 7 and MS Office are highly desirable.
• Experience with VOIP (Polycom phones) and iPhones is desirable.
• Demonstrated track record and eagerness to learn new technology.
• Demonstrated technical aptitude and knowledge.
• Demonstrated solid customer service skills.
• Strong quality focus with good follow-through and accuracy.
• Demonstrated self-starter and independent worker.
• Team oriented focus.
• Attention to detail and organization skills.
• Solid interpersonal and communications skills.
• Must be mentally and emotionally capable of handling a high stress environment.
• Must be eligible to work in the United States.
• Must possess intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications.
• Proven competence to communicate clearly and persuasively with all levels of an organization required. Proven ability to handle difficult conversations. Honest, sincere and consistent in communications.
• A thorough knowledge of Desktop/Laptop hardware and end-user level peripherals a must. Very strong problem solving and analytical skills and should be a methodical and systemic thinker.The ideal candidate will demonstrate a history of proactive orientation towards troubleshooting, problem solving, and quick thinking with a sense of urgency and priority.Attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines.Ability to plan, organize and manage multiple projects and set priorities.
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis. Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.
• Periodic travel up to 25% required.
• At this time, EFW will not sponsor a new applicant for employment authorization for this position.
• EFW prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a drug screen and a background check.
• EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

SUPERVISION

Position functions with supervision and has no direct reports.

EDUCATION/EXPERIENCE

Minimum of a Bachelor's degree (or equivalent) in related field plus 3-5 years of related IT experience.  However, a combination of experience and/or education will be taken into consideration. 

LICENSES/CERTIFICATIONS

Minimum of at least one acceptable technical certification.

TRAVEL

Periodic travel up to 25% required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. 

Typically sitting at a desk or table.  Intermittently sitting, standing, walking, stooping, or reaching with hands and arms. Regularly required to talk or hear, and sit and use hands and fingers to handle and feel in order to operate computers and other standard office equipment. There is frequent lifting, moving, and stacking of materials weighing up to 50 pounds. Candidate needs to be able to crawl under desks, and use a ladder. Frequent pushing of equipment carts for short to long distances.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform essential duties. 

Normal office situation.

EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.