What are the responsibilities and job description for the Help Desk Analyst position at BM2 Freight Services Inc?
Help Desk Analyst – Corporate Office – Covington, KY
Company Overview
BM2 Freight Services, Inc is a full-service transportation solutions provider specializing in moving North American freight. We offer full-truckload (van, flatbed, and refrigerated) freight, LTL freight, intermodal, and expedited services across 48 states and Canada.
Our founding principles emphasize a high level of integrity and exceptional service, which distinguishes us from our competitors. Each member of our team takes a vested interest in the success of our customers with the knowledge that our success depends on theirs.
Job Summary
BM2 Freight Services, Inc. is searching for a Help Desk Analyst to serve as the point-of-contact for all hardware, software, and systems-related information and troubleshooting at our Corporate Office in Covington, KY. Our Help Desk Analyst will report to our IT Manager and assist with various projects related to network configuration, general troubleshooting, hardware, and software updates, and provide effective communication regarding these projects to stakeholders.
At BM2 Freight, our No. 1 investment is our employees. We are looking for a self-motivated IT professional with a strong work ethic who is interested in advancing their career with an award-winning, growing company.
Help Desk Analyst responsibilities:
- Manage and prioritize support requests that come through a range of networks (email, chat, telephone) and document issue severity promptly
- Serve as the first point of contact, troubleshoot, and offer viable solutions to various hardware and software problems
- Direct unresolved issues to the next level of support personnel
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Test and install computer systems and software
- Onboard, maintain, and troubleshoot EDI for BM2 customers
- Responsible for onboarding new hires by creating permissions and access within various systems and preparing appropriate hardware
- Write and maintain training guides and manuals
- Run reports and analyze common complaints and problems to identify trends, suggest possible improvements on procedures, and prioritize issues
Our ideal Help Desk Analyst will have:
- 2 - 3 years of prior help desk and/or customer support experience is required
- 3 years of Microsoft 365 experience is required
- Supply chain and logistics industry or freight brokerage experience preferred but not required
- Meraki devices experience preferred
- EDI experience preferred
- A certification preferred
- Salesforce knowledge preferred
- Microsoft Intune experience preferred
- Must be familiar with upgrades, installations, and common technical issues that can arise with Windows
- A basic understanding of TCP/IP, DCHP, and WAN/LAN network concepts
- Familiarity with all the steps in the troubleshooting process for system errors and computer issues to resolve tickets quickly
- Proficient verbal communication skills via telephone, email, or chats
- Strong listening skills to fully understand a customer issues and needs
- Strong organizational skills and the ability to be to keep detailed information on ongoing issues
- Must have the ability to understand the impact of systems on the company to prioritize issues and projects appropriately
- Excellent customer services skills. Must show patience, understanding, and empathy with customers at all times to satisfy their needs in a timely and respectable manner. Must have the ability to work under pressure while maintaining a positive attitude and providing exemplary internal/external customer service
- Good attendance
- Personal accountability
- Sound analytical skills with the ability to scrutinize every detail of a hardware and software issue and apply the best procedures
- Excellent attention to detail
- Strong critical thinking skills
- Ability to work independently and self-motivate
- Ability to work in a fast-paced, ever-changing work environment
Why BM2 Freight?
- Competitive salary
- Paid parking
- Monday – Friday 8 AM - 5 PM weekly schedule
- Free gym membership upon hire
- Updated, modern corporate office at riverfront location
- Opportunities for advancement
- On-site pantry and restaurants
- Eligible for full health benefits after 30 days of employment (medical, dental, & vision)
- Eligible for 401k contribution after 90 days employment (with company matching program)
- 4 weeks paid maternity / paternity leave
Equal Opportunity Employment
BM2 Freight Services, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.