Description

RailPros provides comprehensive consulting services for the rail industry. We specialize in areas of RWIC/railroad flagging, project management, observation and inspection, real estate, rail design and engineering, training, and media production. As a leader in our industry, RailPros’ projects create long-term value for our clients from concept through operation by providing technical excellence and outstanding services. We are seeking an IT Support Analyst to join our growing team.

Under the direct supervision of the IT manager, this position provides advanced technical support, root cause analysis, network diagnosis, equipment setup, server and network troubleshooting and continually produces technical documentation for troubleshooting and process review. The successful candidate will also be responsible for assisting, scoping, creating, and leading infrastructure and network related projects as well as assist other IT related projects in conjunction with other teams.

US Citizen or Lawful Permanent Resident Required – Sponsorship unavailable at this time

Primary Duties:

• Accept troubleshooting incidents via a ticketing system and as part of a troubleshooting workflow, perform the collection, organization, and evaluation of facts about a system and the environment in which it operates to effectively provide advanced troubleshooting of issues.
• Acts as a point of escalation for support tickets where advanced assistance is required
• Continually assist in the development of operating system deployment, imaging, application, analysis, creation, testing or modification of computer systems or programs, including prototypes, based on and related to user or system design specifications
• Perform regular testing and documentation of line of business programs and services as part of regular troubleshooting and application and deployment workflow
• Logging, categorizing and actioning incoming ticket activity in the Helpdesk Ticketing system
• Perform regular follow-ups with all requesters regarding status and closure of incidents / requests
• Asset management (tag new inventory, keep track of current inventory)
• Provide support for Android / iOS tablet users as well as assist in device enrollment
• Perform advanced level troubleshooting and root cause analysis of trouble tickets by examining user operating systems, server and networking infrastructure or other IaaS provided solutions while providing detailed documentation of steps taken
• Works with other IT leaders to support the companies Network and Server infrastructure, assisting with regular maintenance as well as checking the health of systems and backup infrastructure
• Assist in testing, applying, and maintaining server configurations and related security patches
• Regularly assess existing applications for suitability as well as assist in finding, configuring, using and implementation of other applications that will enhance user job function and/or streamline back-office processing
• Continuous creation and improvement of technical knowledgebase articles
• Reviewing of technical articles produced by other members of the helpdesk team
• Participate in testing of software and hardware before widespread use within the company, collecting user feedback, and adjusting implementation plans
• Evaluate hardware and software and advises IT management on suitability or recommended changes
• Participate in an on-call rotation
• Participate in regular training and education
• Ability to positively respond to changes in a dynamic, fast paced environment
• Performs various other tasks as assigned by the Information Technology Management team
• Provide cabling and Infrastructure support such as switch and wireless AP installation
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Qualifications

Required Qualifications:

• 2 Years supporting Windows desktop and laptop computers in a corporate environment
• 1-2 Years supporting Windows Server environments including Server 2016, and Server 2019
• 1-2 Years of experience supporting Office 365 services and Azure Active Directory
• 1-2 Years of experience supporting Group Policy and basic Active Directory Administrator
• 1-2 Years of experience managing, maintaining network switches routers and firewalls
• 1-2 Years of administration of Microsoft Teams
• Must have excellent verbal and written communication skills
• Must be flexible, proactive, responsive, and able to work independently and as part of a team
• 1-2 years experience working in an ITIL compliant helpdesk
• Experience supporting environments with 300 employees
• Experience providing training to a wide range of end users with varying technical skill levels
• Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to:
  • Microsoft Office
  • Browsers: Internet Explorer, Google Chrome, Apple Safari, Microsoft Edge
  • Remote connectivity tools such as VPN, RDP, VNC
  • Android OS/iOS troubleshooting

Preferred Qualifications:

• Associates Degree or equivalent related experience in an IT setting
• Any of the following preferred
  • Microsoft Certified Technology Associate (MTA)
  • Microsoft AZ-900 Azure Fundamentals
  • Microsoft MS-900 Microsoft 365 Fundamentals
  • CompTia A
  • CompTia N

Why RailPros:

Opportunity for growth/advancement – promotion/advancement from within. Be a part of a niche and essential industry that has continued growth and has remained stable during COVID (pandemic). Opportunity to be a part of exciting projects with a diverse and inclusive company culture. We offer company paid training/testing, license/certificates (PE, PMP, etc.), Medical, Dental, Vision, HSA, HRA, Accident Plan, Life Insurance, Disability, 401K, PTO, paid holidays and bonus opportunities.

* MISSION – Serving Our Customers: RailPros is dedicated to being the premier engineering and diversified safety services company to America’s rail and transit industry.

* VISION – Helping to Keep North America Moving: RailPros’ vision symbolizes our unique experience and dedicated approach to providing excellent service to the railroad and rail transit companies that move North America’s freight and improve people’s mobility and quality of life.

* VALUES:

• Hungry: We are driven to work as a team, fostering a culture of continuous improvement and learning with a passion for action and excellence.
• Humble: We have compassion for our customers and work to earn their trust and solve their problems. We exist to help them succeed.
• Nimble: We are continually aware of changes in the industry, and we adapt quickly to meet the needs of our customers. Our talented and experienced rail people are available 24/7/365, we can mobilize and respond quickly, and we create and utilize the latest technology to provide exceptional service for our customers.

To learn more about RailPros click here.

Equal Opportunity Employer

RailPros is an Equal Opportunity Employer and makes employment decisions on the basis of merit. Company policy prohibits unlawful discrimination based on race, color, creed, gender, religion, marital status, registered partner status, age, national origin, or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, or any other consideration made unlawful by federal, state, or local laws.