Support Technician I (5:00 AM- 5:00 PM)

Responsibilities

• Triage incoming support notifications and initiate resolutions based on urgency
• Create Trouble Tickets in the Global Monitoring System (GMS)
• Determine the operational impact and severity of reported issues
• Resolve/escalate reported issues as needed in accordance with the IT Support escalation policy
• Provide excellent customer service to REMPREX clients and internal REMPREX employees
• Communicate in a courteous and professional manner while exercising empathetic listening
• Troubleshoot and resolve reported hardware and software issues
• Properly complete IT Support recordkeeping forms (GMS Trouble Tickets and Shift Updates) and reports (scorecards and TRAC time reporting)
• Perform follow-up evaluations for resolved issues or issues that are being monitored
• Complete preventative system maintenance to ensure peak operating performance
• Research truck processing for clients as well as manage vendors and dispatch contractors
• Continually build knowledgebase and seek opportunities for continuous learning

Requirements

• Associate’s Degree
• 3 years’ experience working in a customer service environment
• 2+ years of experience in a help desk environment or current (CompTIA) A+ and Net+ certification
• Experience working with a ticketing system
• Computing Technology Industry Association (CompTIA) A+ and Net+ certification or experience
• Solid understanding of network and systems protocol such as Transmission Control Protocol / Internet Protocol (TCP / IP), Dynamic Host Configuration Protocol (DHCP), domain name system (DNS), and Voice Over Internet Protocol (VoIP)
• Working knowledge of the following Microsoft® Windows® platforms: Server 2003, Server 2008, Server 2012, Windows XP, Windows 7
• Basic comprehension of the following Microsoft® Windows® services: Active Directory, Internet Information Services (IIS), SQL Server, Domain Name Server (DNS), Security Components
• Experience with Microsoft® Office® Suite
• Strong communication skills, both written and verbal
• Ability to work as part of a team
• Ability to work under pressure in a fast-paced environment
• Valid Driver’s License with a clean Motor Vehicle Record (MVR)
• A Valid US Passport
• Ability to pass and maintain certifications or proficiencies in the following areas: eRAILSAFE Certification, Permanent Employee Registration Card (PERC), applies to Illinois (IL) only, REMPREX and Client Safety Rules and Regulations

Preferred

• Basic understanding of Linux® and Cisco®

Pay

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

Schedule

This position consists of working 12-hour shifts (Day: 5:00 AM-5:00 PM) on a rotating schedule. Therefore, your working schedule would be the following: (ON below connotes working the standard 12-hour shift)
Week 1: Monday- OFF
Tuesday + Wednesday- ON
Thursday + Friday- OFF
Saturday + Sunday- ON (Four 12-hour shifts total)
Week 2: Monday- ON
Tuesday + Wednesday- OFF
Thursday + Friday- ONSaturday + Sunday- OFF (Three 12-hour shifts total)