OmniTRAX is the second-largest private management company of short-line railroads in North America with expertise in simplifying the entire process of shipping by rail. We call it Rail Made Easy. OmniTRAX is a complete shipping partner, using railroads, ports, transloading, logistics, warehousing, and industrial development to help businesses move their products conveniently and efficiently, whether their final destination is across the city or across the world. OmniTRAX is looking to hire a Desktop Support Technician to join our dynamic team of employees in a fast-growing, fast-paced work environment. The Desktop Support Technician performs maintenance and support of the IT Infrastructure needs: PC workstations, switches, printers, copiers and VoIP system. Analyzes requirements, resolves problems, installs hardware and software solutions and answers calls/emails from internal customers to troubleshoot and resolve issues for desktop environment. Performs hybrid desktop support and service desk role, day-to-day functional tasks include: end user support, license tracking, and PC maintenance: upgrade and configurations. The Desktop Support Technician demonstrates and adheres to the company values of safety, honesty, ownership, respect and teamwork to ensure successful partnership with customers and employees that result in OmniTRAX’s continued success. ESSENTIAL RESPONSIBILITIES• Assist in the repair, inventory tracking, management, and deployment of new systems• Upgrade existing systems• Daily administration and maintenance of computer devices • Deliver end-user support over the phone and desk side: install, configure and the ongoing usability of user desktop computer, peripheral equipment and software • Available to work on rotating basis to support the 24X7 on-call of the production environment• Conduct computer deployment: track and execute computer hardware refreshes• Monitor ticket system: triage incoming helpdesk tickets; work with IT staff as appropriate to determine and resolve reported problems from users• Assist users and work within small IT team to resolve technical problems with desktop computing/network equipment and software• Perform printer support: troubleshoot issues with printers, copiers and scanners• Conduct systems maintenance: assist in maintaining network, servers, telephone systems, where appropriate• Create and update documentation for user/IT processes; document repeatable processes and procedures• Conduct inventory: organize and order stock of IT supplies and equipment; track IT assets organizational wide annuallyCOMPENSATION Starting Annual Salary: $58,659FLSA Status: Non-Exempt, Eligible for OvertimeEligible for Participation - Annual Discretionary BonusBENEFITSFulfilling a role in an industry that keeps this country running isn’t the only reason to work for OmniTRAX. We offer competitive benefits including medical, dental, vision, short-term and long-term disability insurance, life insurance, vacation, sick days, holidays, a 401(k) retirement plan with a match, and other voluntary benefits OTHER DUTIES• Perform other duties and projects as assigned SUPERVISORY RESPONSIBILITIES• None REQUIRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES • High School Diploma/GED• 2-5 years’ desktop and direct end-user contact support experience• Experience with I-Support or other ticketing system• Excellent trouble-shooting and problem-solving skills; succeed in high stress environment• Outstanding interpersonal, customer service and telephone etiquette skills: professional demeanor at all times, perform 70% of work remotely via phone• Strong understanding and working knowledge of Active Directory• Effectively manage problems through all phases: analysis, resolution, trouble-shooting and root cause analysis• Working knowledge of mobile devices: Blackberry, iPhone, Android devices and iPads; effectively troubleshoot and configure devices• Self-motivated, multi-task and initiate to meet deadlines and customer satisfaction• Strong experience in Microsoft applications and operating systems from Windows 7 to Windows 10• Excellent verbal and written communication skills; effectively converse with all levels of the company, customers, business associates• Intermediate computer skills in Microsoft Office Suite• Professional integrity and accountability• Work in fast-paced, collaborative environment REQUIRED CERTIFICATIONS AND LICENSES • Valid Driver’s License PREFERRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES• Previous experience in Rail Transportation, Supply Chain Logistics, Manufacturing and/or Oil and Gas industries• Associate’s degree in IT or related field• Experience working in a NOC or helpdesk environment PREFERRED CERTIFICATIONS AND LICENSES • A Certification WORK ENVIRONMENT• Work in a climate controlled office and routinely use standard office equipment TRAVEL• 5-10% to remote site in Denver Metro area, as business requiresOmniTRAX is committed to the safety and health of its employees and the general public. All new hires are required to successfully complete a post-offer employment test which includes a medical and physical evaluation related to the physical requirements and the essential functions of the job, as well as a drug screen and criminal background check. OmniTRAX is proud to be an EEO/Veteran/Disability employer.OmniTRAX is committed to protecting its employees and our communities from COVID-19.COVID-19 vaccination is preferred.