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Job DescriptionHelp Desk Analyst, $16.00 - $20.00 hrFull-Time, Tuesday - Saturday, 3:00pm – 11:30pmEarn 1 week of vacation after 90 days of employmentCome and experience the difference with R+L CarriersR+L Carriers is expanding its Information Technology Department, and has an immediate opening for a Second Shift Help Desk Analyst at our Wilmington, OH Service Center. The selected candidates will provide end-user first level phone support of hardware and software; Windows applications - Word, Excel, Outlook and various 3rd party and/or custom developed applications. Candidates must have 3+ years’ experience as a support analyst working in a help desk environment supporting internal end-users, and proven experience on learning and supporting new applications and systems. Candidates must have strong customer service skills and a demonstrated ability to follow through on problems until resolved. Must be people oriented, patient and possess excellent analytical and troubleshooting skills. Will troubleshoot issues and escalate as appropriate and will maintain trouble tickets in a tracking system and perform other duties.
Qualifications
Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers. Proactive follow-up, effective problem resolution, and end-to-end ownership of the problems is required. Also requires proven ability to learn new systems as required to effectively support customer needs.
Must be team-oriented and able to work in a fast-paced environment. Must work together with team to build and maintain effective single point of contact.
Must be customer centric and aggressive in promoting your customers’ needs and getting them met.
Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues.
Excellent communication skills are required.
Experience with technical solutions such as Microsoft Office, TCP/IP, VPN, Goldmine, Risk Master, UNIX systems, Telxon Scanners, Printers, Avaya Phones, Outlook/Exchange, etc is necessary.
3+ Years IT support experience
Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
Associate’s degree in Computer Science/Information Technology
Experience in the Transportation Industry preferred
Familiar with Service Management concepts and best practices.
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About UsR+L Carriers is a family owned, privately held transportation company founded in 1965. Our business caters to the transportation and distribution industry and is designed to provide customers with superior service through efficient administration and innovative thinking. The Company prides itself in treating our employees and customers with respect and honesty. We believe each employee contributes directly to the Company’s growth and success. There are many other transportation companies capable of picking up and delivering freight. However, we believed our customers select us because of the efforts of our employees.
R+L Carriers offers an excellent compensation and comprehensive benefits package that includes Medical/Dental/Vision Insurance, 401(k) Retirement Plan with company matching contributions, Paid Vacation & Holidays, and vacation lodging at our exclusive employee resorts in Daytona Beach, FL, Big Bear Lake, CA, Pigeon Forge, TN, and Ocean Isle Beach, NC.
R+L Carriers Shared Services, LLC (“R+L Carriers”) and its subsidiary companies will provide equal employment opportunities to all applicants without regard to an applicant’s race, color, religion, sex, sexual orientation, gender, gender identity or expression, genetic information, national origin, age, veteran status, disability, or any other status protected by federal or state law. R+L Carriers will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested. When completing this application, you may exclude information that would disclose or otherwise reference your race, religion, age, sex, genetic, veteran status, disability or any other status protected by federal or state law. This application is considered current for ninety (90) days only. At the end of this period, if you are still interested in employment, it will be necessary for you to reapply by completing a new application.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Truck Transportation
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The Help Desk Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.
According to the US Bureau of Labor Statistics (BLS), 377,500 new jobs are projected annually in this field in the US between 2022 and 2032 [1]. There are over 3,800 job listings for help desk positions on Glassdoor as of September 2023 [2].
The fall-out from service desk stress is what should worry you: it leads to high employee turnover, more costs to find and train replacements, and lower performance levels – all of which have a negative impact on both your employee experience and your customer experience.
A help desk analyst is a valuable asset to any company, specializing in IT problem-solving and offering targeted tech-support solutions. They serve as the first line of assistance when customers encounter technical issues, employing their knowledge and skills to guide users through troubleshooting.
Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
The average help desk technician salary in the USA is $45,000 per year or $21.63 per hour. Entry level positions start at $37,562 per year while most experienced workers make up to $60,000 per year.
How much does a Help Desk Analyst make in Austin, Texas? As of May 27, 2024, the average hourly pay for a Help Desk Analyst in Austin is $21.82 an hour.
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