Help Desk Specialist

Crane Worldwide Logistics is a leader in supply chain solutions with over 130 locations across 30 countries providing individual services that address our client's logistics challenges.

The Help Desk Specialist will be responsible for working with internal users (clients) to manage and resolve incidents relating to enterprise application systems and integration tools.

Essential Job Functions :

Works with users of shipping automation software to diagnose issues and provide solutions

Troubleshoots issues, develops and demonstrates solutions and provides on-the-spot training

Escalates more complex issues to subject matter experts as needed

Identifies common problems and documents best practices

Provides incident management

Provides basic user training as needed

Ensures support SLAs are met for Level 1 to Level 3 issues

Acts as systems expert for enterprise application systems

Other duties as assigned.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements :

Job may require extended sitting or standing, use of standard office equipment.

Other Skills / Abilities :

Demonstrated successful client service experience with the ability to manage moderate to complex client issues with calm, comfort, and ease

Strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy client

Ability to take ownership of moderate issues / assignments and follow through to completion

Demonstrates aptitude to prioritize and handle multiple issues simultaneously

Effective oral and written communication skills

Strong analytical skills

Strong attention to detail and accuracy

Ability to work independently in a dynamic paced logistics / forwarding environment

Ability to function and contribute in team environment

Effective time management and project management skills

Must be willing to work flexible hours

Familiarity with shipping automation software, the transportation industry, or custom brokerage is a plus

Knowledge of Java tools, iReport tools and SQL Scripting.

Education and Experience :

4 years of IT experience of which 2 years minimum should be in Application Production Support / Maintenance.

Certifications and Licenses :

Professional certification may be required in some areas.

Disclaimer :

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position.They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.