End User Support Specialist

We offer competitive salary, full benefits package, Paid Time Off, and opportunities for professional growth

Established in 1981, Orient Express Container (OEC) Group is one of the top freight forwarders in the transportation industry. We provide freight transportation, logistics, and information services to over 50,000 customers through a network of global offices. 

Our employees recognize the impact we make in the global supply chain through staying on top of the ever-changing logistics industry with the goal of delivering quality information and services to our clients

As an End User Support Specialist, you will be responsible for providing technical support and assistance to end-users onsite and remotely within the organization. This role involves troubleshooting and resolving hardware and software issues, setting up and maintaining computer systems, and ensuring a seamless IT environment for employees. The specialist will interact with employees and provide immediate solutions to their IT-related problems.

Requirements:

• Minimum 3 years' experience in IT support or a related field in a corporate environment.
• Proficiency in Windows and Apple IOS/Mobile operating systems.
• Knowledge of common productivity software, email clients, and office suites.
• Familiarity with network protocols, LAN, and Wi-Fi configurations.
• Experience in maintaining and configuring IT hardware and software solutions.
• Experiences in working with IT ticketing platforms (Freshdesk, ServiceNOW, BMC, ect.) and understanding of ITSM.
• Documentation and technical writing competencies.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over phone, email and remote support tools. 
• Perform local/remote troubleshooting through diagnostic techniques and relevant questions.
• Analyze customer-provided details to determine the most appropriate solution.
• Develop SOPs based on management/engineering team’s request. 
• Create training manuals and user guides for IT solutions.
• Improve ticket handling efficiency.
• Install, modify, repair, and clean up computer hardware and software. 
• Provide technical assistance and supports related to computer systems, hardware, or software.
• Respond to queries, run diagnostic programs, isolate problems, diagnose device failures and implement repair solution.

Salary

• $55,000-$80,000/year based on education and experience level.

Benefits:  

• 10-days PTO (Paid Time Off), Employee Appreciation Days, Paid Holidays, Sick/Flex time.
• Full Health Insurance coverage including medical, dental, vision, term life, and accident insurance.
• 401K retirement plan with 3% company match.
• Discounted pet insurance - woof! woof! meow!
• Annual performance bonus and mid-year reviews for salary increases.

Education:

• Bachelor's Degree: Computer Science or related field is highly preferred

Licenses & Certifications:

• Relevant certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft Certified Professional) are a plus.
• ITIL foundation certification preferred.

Sponsorship:

• OEC does not offer employment sponsorships at this time.

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