IT Support Analyst

SUMMARY:
The person in this position provides end user technical support and account administration for enterprise systems. This person also provides training, technical assistance, and process improvement recommendations to increase end user effectiveness. He or she must proactively support the department’s group goals as well as the company’s corporate goals, objectives, and strategies. The work is of a technical nature but requires exceptional customer service and communication skills.

RESPONSIBILITIES:
•Provide general end user desktop, application, and network support
•Maintain system security for users in accordance with policy, procedures, controls, and best practices
•Provide technical consultation and training to end users
•Contribute on projects to smoothly integrate new systems
•Work across organizational lines to understand business requirements and improve levels of service for all Genesee & Wyoming companies
•Maintain assigned applications and systems in a manner consistent with vendor best practices
•Maintain the status of service requests in the company’s help-desk tracking system
•Maintain IT asset inventory and software licensing compliance
•Facilitate auditor requests, including the delivery of required documentation
•Provide support for critical business needs outside of normal business hours via cell phone notification and communication
•Assist with other projects and perform other duties as assigned

REQUIRED SKILLS AND/OR EXPERIENCE:
•High level of analytical problem-solving ability
•Exceptional help desk, customer service, and communication skills
•Project management and team facilitation skills
•Excellent oral and written communication skills
•Ability to work independently and with minimal supervision
•Willingness to travel and provide remote site support

REQUIRED EDUCATION AND/OR CREDENTIALS:
•Associate degree in information technology or two years of related experience and/or training, or an equivalent combination of education and experience; bachelor’s degree preferred
•Two years of related experience; four years preferred
•Valid driver’s license

This position is employed by the specific entity set forth in the job posting.

Genesee & Wyoming Inc. and its subsidiary companies do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other protected status under federal, state or local laws.