Help Desk and Application Support Specialist

The Company

Cathcart Rail, headquartered in Columbus, Ohio, is a leading freight rail services and transportation company. We employ nearly 1,000 employees in more than 100 locations in 33 states and operate the largest railcar services network in the industry, encompassing 18 large railcar repair facilities and more than 75 field services locations, in addition to a rail services division that operates three short line railroads and a dozen contract switching and transloading sites.

Duties and Responsibilities

Provide end user support and customer service for approximately 700 users on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Ideal candidates will have in depth experience of Microsoft 365 and Sharepoint. Other applications supported include Oracle Netsuite, Railcar RX, and industry specific programs. Opportunities to improve helpdesk software platform and decrease service delivery times.

Other Job Requirements

• respond to requests for technical assistance in person, or via phone, chat, or email
• diagnose and resolve technical hardware and software issues in both wired and wireless environments
• research questions using available information resources
• advise users on appropriate action to resolve computer related issues
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• follow up with customers and users to ensure complete resolution of issues
• redirect problems to correct resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• resolve technical problems with Local Area Networks and Wide Area networks
• prepare activity reports
• inform management of recurring problems
• stay current with system information, changes, and updates
• help update training manuals for new and revised software and hardware
• train computer users as necessary

Education, Qualifications and Experience

• Bachelor’s degree preferred
• working knowledge of fundamental operations of relevant software, hardware, and other equipment
• working knowledge of and experience with Microsoft Operating Systems and Microsoft Office products
• experience researching, analyzing, and interpreting automated system problems
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• related experience and training in troubleshooting and providing help desk support

Key Skills and Competencies

• oral and written communication skills
• learning skills
• customer service orientation
• problem analysis
• problem-solving
• adaptability
• team interaction
• planning and organizing
• attention to detail