Help Desk Analyst

Information Technology Franklin, Tennessee


Description


Company Overview

Shamrock Trading Corporation is the parent company for a family of brands in transportation services, finance and technology. Headquartered in Overland Park, KS, Shamrock has consistently been named “Best Places to Work” by the Kansas City Business Journal. We also have offices in Chicago, Dallas, Laredo, Midland, Nashville, and Atlanta.

With an average annual revenue growth of 25% since 1986, Shamrock’s success is attributed to three key factors: hiring the best people, cultivating long-term relationships with our customers and continually evolving in the marketplace.


Responsibilities
  • Primary IT support person for the Nashville office, working all tickets from that office and supporting internal customers’ hardware and software needs on site.
  • Assists in any IT questions or needs at the Nashville location including basic on site networking support, Zoom Room and AV setup/support.
  • Provide world-class system and application support to internal customers.
  • Configure and install new systems as well as upgrade and support existing workstations.
  • On-board new employees into software systems with correct access and hardware needed
  • Perform in-depth troubleshooting of technical issues from initial remediation to full root cause analysis.
  • Ability to help users both in person and remotely both over the phone and through chat.
  • Works with their team lead to advance projects while also maintaining their focus on helping the customer through tickets.
  • Prevent repeat issues by addressing underlying issues.
  • Consistently follows organizational policies, such as change and incident management.
  • Take initiative in areas of improving our operations and staying educated on the latest relevant IT technologies and methodologies.
  • Partner with other internal technical teams to resolve more advanced issues as necessary.
  • Utilize knowledge base documentation to resolve issues more quickly.
  • Participate in a 24/7/365 on-call rotation, resolving issues after hours independently.

Qualifications

Minimum Qualifications:

  • BA/BS degree in a technical field or evidence of exceptional ability.
  • 1+ years in a technical customer and desktop support role.
  • Desktop troubleshooting knowledge.
  • Excellent prioritization and time management skills.
  • Ability to work tickets efficiently and in a timely manner.
  • Fundamental knowledge of Office 365 and Active Directory.
  • Demonstrated ability and passion for learning new technologies and business processes.
  • Must possess strong people skills and the ability to work as a team member, collaborating and partnering with others to address issues.
  • Ability to communicate clearly in English, verbally and in writing, keeping the right people informed of relevant issues as well as understand and execute oral and written instructions. 
  • Strong analytical and problem-solving skills are critical for rapid issue response.
  • Ability to think outside of the box to provide workable solutions.
  • Able to adapt to changes in a dynamic work environment.
  • Must have a propensity for knowledge gathering and sharing.
  • Ability to lift and relocate end-user computing devices weighing up to 40 lbs.
  • Must be able to travel up to 15% of the time between offices
Preferred Qualifications: 
  • Experience with JIRA, Confluence, Ring Central, Mitel, Microsoft Remote Apps, SCCM, Jenkins, Zoom, Git.
  • Beginner PowerShell knowledge.
  • Experience implementing according to strong security guidelines.
  • Solid understanding of network fundamentals.

Benefits Package


At Shamrock we hire bright, ambitious people and give them the tools they need to be successful. By investing in training and development, we hope to become a long-term career for employees, where there are always opportunities for advancement. Shamrock also offers a premier set of benefits for employees and their families:  
  • Medical: Fully-paid healthcare, dental and vision premiums for employees and eligible dependents 
  • Financial: Generous company 401(k) contributions and employee stock ownership after one year 
  • Wellness: Onsite gym, jogging trail and discounted membership to nearby fitness center 
  • Work-Life Balance: Competitive PTO and paid leave options 
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