Sr. IT Help Desk Associate

Overview

Nippon Express Company, Ltd. (“NX”) was founded in 1872 in Japan and is headquartered in Tokyo.  NX employs approximately 72,000 employees at 733 locations, in 47 countries and 314 cities around the world. 

Nippon Express U.S.A., Inc. (“NEU”) was incorporated in New York in 1962 as a fully owned subsidiary of NX.  NEU provides logistics solutions and comprehensive transportation services through its international freight forwarding and logistics network, including specialized handling of: air, land, sea and express packages; all types and sizes of cargo; personal effects and household goods; fragile and perishable freight; and livestock.  NEU also provides related services, such as warehousing, distribution and customs brokerage and clearance. NEU operates at 55 locations in 27 states within the U.S., with approximately 1300 employees.  NEU has enjoyed tremendous growth and success as one of the top five international freight forwarders in the world. We connect people with products throughout the world.

Responsibilities

The Sr. Administrator under general supervision is responsible for providing technical assistance, solutions and end-user support related to computer and information systems, hardware, or software. Nippon Express USA ISD (Information Systems Division) Helpdesk operation supports all Nippon Express USA’s and subsidiaries’ locations in U.S.A, Canada, Mexico and Brazil. 

• Monitors ticketing system for incoming requests and incidents with the goal to resolve issues efficiently or escalate accordingly.
• Documents all pertinent end user identification information, including name, department, contact information, nature of problem or issues and solutions provided
• Prioritizes and schedules ticket requests and incident reports response and escalates problems (when required) to the appropriately experienced technician.
• Manages incoming help requests from end users via tickets in a courteous manner and responds to request and incident reports from users by walking them through the problem-solving process.
• Provides hardware and software support of PC’s and network/telecommunications system infrastructure equipment; including installs, upgrades, and problem troubleshooting related to hardware, software and other equipment.
• Diagnoses, tracks, resolves and documents problems and assists in drafting knowledgebase articles based on commonly reported issues and educational queries
• Installs, configures and tests new and updated releases of end-user software systems and computing equipment through various methods (i.e manual process, RDP, Microsoft Teams, etc.)
• Advises, trains, and assists users on how best to utilize systems and ensures installation of desktop hardware and software according to established standards.
• Performs password and other various levels of security support on system
• Performs other duties as assigned.

Qualifications

Ability to:

• Multi-task, prioritize and consistently meet deadlines, follow up and effectively use time.
• Communicate technical ideas clearly and effectively, both orally and in writing to train and provide support to users
• Communicate technical ideas in terminologies users can understand when resolving issues with users.
• Train and instruct employees in the proper use of computers and network system functions and resources.
• Effectively carry out difficult and complex assignments, while exercising independent judgment and initiative.
• Establish and maintain good rapport and cooperative relationship with co-workers and end-users.

Knowledge of:

• Considerable knowledge of the operation and maintenance of computers in a network system, including techniques for installing, testing, and troubleshooting.
• Proficient with Microsoft Office365, including Microsoft Outlook and other related software.
• Label printers and hand-held scanning devices (preferred)

Education / Experience:

• 3 years with a single organization working on a helpdesk or 1 year of progressively responsible work experience which demonstrates the ability to perform the duties of the position.
• Bachelor's degree in a computer related field or diploma/GED and currently enrolled in college pursuing a degree in computer related field (preferred)
• Must have a strong work ethic, demonstrate attention to detail and have excellent time management skills.
• Experience with Microsoft Technology and RDP
• A certifications such as A , MCP, MCSE etc. preferred