Desktop Support Analyst

What You’ll Do

The Desktop Support Analyst is responsible for providing comprehensive technical assistance to end-users, resolving issues related to hardware, software, and network connectivity to ensure smooth operation and minimal downtime. They handle device setup, configuration, and maintenance, including installing updates, managing software licenses, and maintaining an accurate inventory of IT assets. They play a critical role in supporting remote employees through remote management tools, setting up VPNs, and configuring mobile devices to adhere to security standards. Security is a priority, with Desktop Support implementing antivirus, encryption, and multi-factor authentication, as well as educating users on best practices to prevent security breaches. Documentation is essential, as they record incidents, solutions, and system changes, contributing to a knowledge base and reporting on support trends to identify recurring issues and enhance efficiency. Effective communication and customer service are key as they troubleshoot, explain solutions in user-friendly terms, and work collaboratively with other IT teams on larger initiatives like system upgrades and migrations. 

The responsibilities include the following:

• Respond to and resolve user issues related to hardware, software, and network connectivity.
• Provide excellent customer service by communicating solutions in a user-friendly manner.
• Set up, configure, and maintain desktops, laptops, printers, and peripherals.
• Install, update, and manage desktop applications, operating systems, and patches.
• Track and maintain an inventory of IT assets and software licenses.
• Troubleshoot network connectivity issues, including Wi-Fi, Ethernet, and VPN access.
• Implement security protocols like antivirus software, encryption, and multi-factor authentication.
• Educate users on security best practices to prevent data breaches.
• Provide remote assistance and troubleshoot issues for off-site employees.
• Configure and support mobile devices to comply with organizational security standards.
• Document incidents, solutions, and any changes made to systems for future reference.
• Report on support trends and recurring issues to improve support processes.
• Work closely with other IT teams on system upgrades, migrations, and policy implementations.
• Stay updated on new technologies and best practices to enhance support capabilities and IT standards.

What You’ll Need

Required:

• An associate or bachelor's degree in information technology, Computer Science, or a related field. Or three years’ experience in similar role.
• Minimum of three (3) years’ experience in a related area.
• Familiarity with remote desktop tools, VPN configuration, and basic network troubleshooting.
• Experience with ticketing systems and monitoring tools like SL1, JIRA, or Zendesk for managing user requests and tracking resolutions. 
• Knowledge of hardware installation, configuration, and troubleshooting for desktops, laptops, printers, and mobile devices.
• Knowledge of IT security practices, including antivirus software, encryption, and data protection.
• Ability to work independently and in a team, adapting to new technologies and processes.
• Willingness to stay updated with industry trends and pursue ongoing training or certifications.
• Strong troubleshooting and analytical skills.
• Strong documentation skills.
• Strong written, verbal, and interpersonal communication skills to support a team environment.
• Strong work ethic. 
• Must meet eligibility requirements for Transportation Worker Identification Credential (TWIC). See https://www.tsa.gov/for-industry/twic for more details.
• Valid US Passport

Preferred:

• Relevant certifications, such as: CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST).
• 1-3 years of experience in an IT support or help desk environment.
• Familiarity with remote desktop tools, VPN configuration, and basic network troubleshooting.

Your assimilation into our culture is very important in having a long and mutually beneficial career at REMPREX.  Our core values are the driving force in our business.  As a potential member of the REMPREX team, you should align with our core values.

Safety | We commit to actively foster a healthy and injury free environment for our employees, clients and the communities we serve.

Integrity | We make it a priority to do the right thing even when no one is looking, which is why we commit to the highest ethical standard.

Innovation | We challenge conventional thinking to continually improve the products and services we offer.

Transparency | We say what we mean, mean what we say, and do what we say we’ll do.

Location 

This role is based out of our corporate headquarters in Lisle, Illinois and offers a hybrid work schedule.

Who is REMPREX and Why Are We Hiring?

Headquartered in Lisle, Illinois, REMPREX specializes in the operation, support and engineering of intermodal terminals and ports nationwide.  We specialize in delivering safe, efficient, and scalable services to help our clients transport intelligently.  Click here to see it for yourself!  

Your assimilation into our culture is very important in having a long and mutually beneficial career at REMPREX.  Our core values are the driving force in our business.  As a potential member of the REMPREX team, you should align with our core values.

Safety | We commit to actively foster a healthy and injury free environment for our employees, clients and the communities we serve.

Integrity | We make it a priority to do the right thing even when no one is looking, which is why we commit to the highest ethical standard.

Innovation | We challenge conventional thinking to continually improve the products and services we offer.

Transparency | We say what we mean, mean what we say, and do what we say we’ll do.

What We Offer

All benefits mentioned below are based on eligibility and vary based on status, role and location.

• Comprehensive Medical, Dental, Vision & Prescription Drug Coverage
• Flexible Spending Accounts.
• 401(k)
• Vacation, Sick & Paid Holidays
• Leaves of Absence
• Employee Assistance Program
• Employer-Paid Life & AD&D Insurance
• Employer-Paid Short & Long-Term Disability
• Voluntary Accident, Hospital Indemnity, Critical Illness and Life Insurance
• Tuition Reimbursement
• Employee Assistance Program
• Employee Referral Program
• Opportunities to Learn & Grow Your Career
• Hybrid Work Schedules
• A Diverse & Inclusive Company Culture that offers genuine teamwork

All employment offers will be made within the appropriate salary grade, taking into account key factors such as your location, relevant skills, experience, and expertise. Additionally, select positions may be eligible for a discretionary annual cash incentive program, designed to reward both individual and company performance.

Ready to build your career with an industry leader?

REMPREX is the one intermodal logistics company that truly does it all and whether you are looking to make an impact on our front line in Operations or ready to contribute your expertise to one of our professional corporate areas like Information Technology, Account & Finance, Human Resources or Client Services, our highly-innovative, rapidly-growing enterprise provides everything you need to build a rewarding career.  If you are a builder at heart, enjoy solving problems, taking the initiative, pitching in where needed, are always up for a challenge, we encourage you to explore your future with REMPREX and apply today! 

If this role isn't what you're looking for, please consider other open positions.

REMPREX is proud to be an equal opportunity employer. We are committed to building a diverse workforce and do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, REMPREX participates in the E-Verify program in certain locations, as required by law.  As part of our pre-employment process, we do require successful completion of a background check and for safety sensitive roles, a drug screen.

Know your rights:  https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf

REMPREX participates in eVerify. Click here for information about eVerify.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

REMPREX is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: REMPREX does not accept unsolicited agency resumes. Please do not forward resumes to any REMPREX employee. REMPREX is not responsible for any fees related to unsolicited resumes.

IND1