IT Support Helpdesk Software Specialist

Description

 Acme Truck Line is seeking an experienced IT Support Lead / Helpdesk & Software Support Specialist to help manage day-to-day technology support for our corporate and terminal staff.  

Helpdesk & End-User Support

• Lead and support day-to-day helpdesk activities for internal staff and terminal users.
• Provide basic IT troubleshooting for desktops, laptops, printers, phones, network connectivity, user access, and common business applications.
• Respond to user support requests in a timely, professional, and service-focused manner.
• Ensure issues are properly documented, tracked, escalated, and resolved.
• Work with the IT Manager to support daily technology operations across Acme Truck Line.

McLeod TMS & Software Support

• Provide end-user support for McLeod TMS issues, questions, and process-related needs.
• Guide users through McLeod problem resolution and proper system usage.
• Work closely with the McLeod Analyst for escalations, advanced troubleshooting, and additional support.
• Coordinate with McLeod Support and other software vendors as needed to resolve user and system issues.
• Support internal software processes and help departments improve adoption, consistency, and usability.

Vendor & MSP Coordination

• Work directly with software vendors to assist in resolving application issues.
• Coordinate with the company’s Managed Service Provider on IT support issues.
• Follow up on open vendor and MSP tickets to ensure timely resolution.
• Communicate issue status, next steps, and resolutions to users and management.

IT Inventory, Compliance & Cybersecurity Support

• Manage and maintain internal IT inventory, including computers, devices, peripherals, and related equipment.
• Support device compliance efforts based on company guidance and standards.
• Help ensure devices are brought into compliance with company technology and cybersecurity requirements.
• Monitor end-user adoption of cybersecurity initiatives, tools, and guidelines.
• Assist with user education and follow-up related to cybersecurity best practices.

Application Management & Corporate IT Support

• Monitor and manage internal applications for upgrades, patching, serviceability, and general usability.
• Assist with application access, configuration, and user support.
• Support the internal IT structure of the corporate office in Gretna.
• Work with other departments to provide IT guidance, process support, and technology recommendations.
• Help identify recurring issues and recommend improvements to systems, processes, and user training.

Requirements

 Required Qualifications

• 5 years of IT support, helpdesk, or end-user technology support experience.
• Strong troubleshooting skills for common hardware, software, network, and user access issues.
• Experience supporting business applications and guiding users through software-related issues.
• Strong communication skills with the ability to explain technical issues in a clear, user-friendly way.
• Ability to work with vendors, MSPs, and internal teams to drive issues to resolution.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced business environment.
• Service-oriented mindset with a strong focus on supporting internal users.

Preferred Qualifications

• Experience supporting McLeod TMS or other transportation management systems.
• Experience in the trucking, logistics, transportation, or supply chain industry.
• Familiarity with cybersecurity tools, endpoint protection, patching, device compliance, and user adoption initiatives.
• Experience managing IT inventory and device lifecycle processes.
• Experience working with managed service providers and software vendors.