Service Desk Analyst

JAS is an international, non-asset-based supply chain services and solutions company. Our services include air and ocean freight forwarding, contract logistics, customs brokerage, distribution, inbound logistics, truckload brokerage and other supply chain management services, including consulting, the coordination of purchase orders and customized management services.

Serves primarily as the first level of contact for the JAS Information Technology Help Desk support center. Provides first level diagnostics and problem resolution for the computer system users in the JAS offices (NAM). This individual will coordinate all efforts with the various team members of the JAS IT group.

We are seeking an experienced IT Helpdesk Support Specialist to join our team. In this role, you will provide technical assistance to end users, troubleshoot hardware, software, and A/V issues, and ensure timely resolution in line with company SLAs.

You will support and maintain systems including O365, Active Directory, Exchange, SCCM, and AS/400, while also installing, repairing, and upgrading equipment and applications. The position requires strong problem-solving skills, effective communication across all levels of the organization, and participation in an on-call support rotation.

The ideal candidate has hands-on IT support experience, excellent vendor coordination skills, and a positive attitude. This is a great opportunity for a proactive and collaborative professional who enjoys managing diverse technical challenges and driving operational efficiency through technology.

Essential Duties and Responsibilities include the following: other duties may be assigned
• Provide Helpdesk support to end users with issues related to computer systems, software, hardware, phones, and mobile phones
• Troubleshoot and resolve technical issues with Local Network (both LAN and WAN)
• Accurately log issues, and solutions in accordance to company SLAs
• Knowledge with SCCM, Exchange, O365, Active Directory and other Helpdesk tools
• Install, modify, and repair computer hardware and software, including hosted voice
• After hours on-call support rotation amongst support team
• Maintain a level of expertise with all corresponding software and hardware
• Maintain effective communication with all areas within JAS Forwarding
• Perform special projects as assigned department manager

Supervisory Responsibilities
This job has no supervisory responsibilities.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma required, plus 4+ years of experience or college degree and related experience.
Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Other Skills
Excellent vendor coordination skills with demonstrated results.

Bilingual preferred
Experience working with AS/400 based IT Systems and some knowledge of telecommunications and data networks.
Outstanding technology and operational support skills.
Excellent verbal and written communication skills including demonstrated ability to interact and communicate with all levels of an organization.
Excellent team participation skills. Demonstrated ability to coordinate multiple and varied projects.
Excellent technology skills, including the use project management, database management, presentation and word processing software.
General understanding of Freight Forwarding and Logistics Industry, and the role of technology in supporting organizational effectiveness. Understanding of current computer and Internet technology.
Physical Demands
High energy level, comfortable performing multifaceted projects in conjunction with day-to-day activities; sound judgment and the ability to work under time pressures. Physical requirements include sight, hearing, sitting for more than four hours a day and other physical requirements required to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position may require some travel. The JAS Forwarding Information Technology department is a twenty-four (24) hour per day, seven (7) day per week, three hundred sixty-five (365) per year operation. This position will be required to participate in a schedule that will require evening, weekend and holiday working hours and/or on-call response.
Additional
The responsibilities associated with this job will change from time to time in accordance with the Company’s business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.
 

JAS Forwarding (USA), Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

Where required by state law and/or city ordinance; this employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

NOTICE TO APPLICANTS

JAS USA IS A CUSTOMS BROKER, GOVERNED BY FEDERAL REGULATION. FEDERAL REGULATIONS PROVIDE THAT JAS MAY HAVE IT BROKERAGE LICENSE SUSPENDED OR REVOKED IF IT “KNOWINGLY EMPLOYED, OR CONTINUES TO EMPLOY, ANY PERSON WHO HAS BEEN CONVICTED OF A FELONY, WITHOUT WRITTEN APPROVAL OF THAT EMPLOYMENT FROM THE ASSISTANT COMMISSIONER.” JAS WILL PERFORM A BACKGROUND CHECK TO DETERMINE IF YOU HAVE BEEN CONVICTED OF A FELONY AND IF SO, ABSENT SPECIAL CIRCUMSTANCES, YOU WILL NOT BE HIRED OR WILL BE TERMINATED IMMEDIATELY.