ANALYST, SUPPORT SERVICES

What You'll Do?

Responsible for providing on-site and remote technical support for physical and virtual PCs, printers, desktop apps, LAN/ Wi-Fi connectivity to effectively maintain productivity at all levels of Crowley’s business processes. This position is a hands-on technical role that requires the utilization of educated troubleshooting skills to resolve complex technical issues.

Key Responsibilities:

Provide onsite and remote support to business end-users, analyzing and resolving problems associated with PC hardware, operating systems, application software, network, and phone; the remote installation, configuration and maintenance of PC desktops, laptops, monitors, virtual machines, printers, and mobile devices.

Provide Windows-based software troubleshooting, including but not limited to MS Office, as well as business specific local applications.

VoIP and network connectivity are basic troubleshooting.

Accurate record, update and document requests/incidents resolution on assigned tickets using the IT ticketing system (FreshService).

Carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.

Participation and assistance in planning and performing user relocations.

Assist in planning and implementation of small to medium end-user support projects.

Assist in documentation of new processes, and active contribution to the development and maintenance of self-service Knowledge Base Articles (KBAs).

Work with the local IT Management to effectively implement standard corporate technology solutions to meet business objectives.

Travel periodically to all Crowley locations across the Central America region.

Education & Credentials:

Bachelor’s degree in computer science; or a combination of post-high school and equal experience may be substituted for education. Bachelor’s degree preferred.

Experience:

3+ years of hands-on technical experience supporting Windows based computers and Microsoft Office applications in an enterprise/global environment including a LAN/WAN support position.

Technical Skills:

Proficient with Microsoft Office products, Azure AD, Intune Autopilot, TCP/IP, Cisco, LAN/Wi-Fi technologies and applicable platforms.

Work Arrangement:

On-site.

Other:

Bilingual (English/Spanish). ITIL, MCSE, CCNA or other certification preferred.

Schedule: Full-time

Shift: Day Job

Travel: