IT Service Desk Specialist

Who We Are… 

L.B. Foster and our subsidiaries provide products and services for the rail industry, and solutions to support critical infrastructure projects. Our innovative engineering and product development solutions inspire the safety, reliability, and performance of our customer’s challenging requirements. The Company maintains locations in North America, Europe, and Asia. 

We have a long history of providing a safe workplace for our employees, striving to be good stewards of the environment, and establishing strong and respectful relationships with our customers and communities.  These values have stood the test of time and have contributed to the rich history of our company for more than a century. 

Job Summary:

The IT Service Desk Specialist is responsible for interfacing with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.  Resolves problem situations in a professional manner.  Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

Essential Functions:

• Provide efficient and timely support to all Information Technology users via phone, web, and in-person channels.
• Communicate efficiently and effectively with users and use problem solving techniques to recommend solutions to business issues.
• Creates detailed written documentation of problems, issues, and problem resolution using the Help Desk ticketing system. Follows through with users to ensure resolution of Level/Tier II problems.
• Participates in departmental projects as required, including roll out of new software, technology equipment evaluation and procurement, and learning new IT processes.
• Escalates complex and/or high priority problems to the appropriate Information Technology support groups for resolution.
• Analyzes and reconciles technology asset inventory records.
• Assist training of other members on new product and service technologies.
• Contributes to departmental productivity and development objectives by participating in training programs.
• Meets with technology vendors, attends seminars, and keeps up to date on industry trends to remain abreast of technology advances to aid in the LB Foster technology planning and support effort.
• Monitoring, responding to and mitigation of security alerts (sometimes after hours) as assigned by the IT Security Team

Experience, Education & License Requirements:

• Associate degree in Information Systems or bachelor’s degree in Information Systems or Business Administration preferred.
• Minimum five years in a Help Desk, Service Desk, or Deskside Support role required.
• Strong computer skills, proficient in the use of Microsoft Office 365, including Word, Excel, PowerPoint, and Visio.
• Microsoft, Dell, A , Networking ; Certifications preferred.
• Experience with AntiVirus software and virus removal
• Knowledge of cyber security concepts, such as privileged accounts, MFA, ransomware and vulnerabilities

Skills & Abilities:

• Demonstrated knowledge in Windows 10 / 11, Laptop Setup / Deployment, LAN / WAN Networking, Printing, Active Directory, Service Desk or similar Service Desk systems.
• Ability to prioritize and quickly resolve issues and troubleshoot and diagnose problems.
• Excellent customer service skills.
• Ability to listen and communicate effectively to help customers fix their issues.
• Ability to employ a high degree of tact and diplomacy to promote a positive image of the department.
• Ability to use problem solving techniques to recommend solutions to business issues.
• Ability to work independently.
• Ability to maintain composure in difficult situations.
• Excellent organizational and time management skills.
• Willingness to work flexible hours.

The Benefits:

• Medical, dental, vision benefits on the first day of the month after hire
• Market-leading 401(k) program with company match
• 10 paid holidays per year and vacation accrual plan (starts with 3 weeks)
• Paid Parental Leave
• 100% tuition reimbursement
• Career development and advancement opportunities