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Title

Desktop Support Specialist 

Description

PURPOSE.

This position is a service role to the entire organization.   It is responsible for enabling all team members to have the technology and software at their disposal at all times to allow them to do their jobs effectively and to communicate with other team members, customers, and driver team members in a consistent and reliable manner.

PRINCIPAL ACCOUNTABILITIES.

  • Resolve IT service requests and incidents, either by phone or in person. Provide technical assistance to customers, document steps taken to resolve into ticketing system, and the specific dates/individuals involved.
  • Act as the initial point of contact for all computer and system related concerns from clients or other employees. Assist new team members during the onboarding process to ensure required technical needs meet expectations.
  • Assist management in creating training materials pertaining to computer troubleshooting and usage.
  • Organize and file documentation pertaining to warranties and instructional guides for computer hardware and software.
  • Keep USAT desktop images up to date as directed by management.
  • Monitor IT service level agreements. Escalate incident/service requests that cannot be resolved within agreed timescales. Manage users’ expectations of progress to resolution.
  • Perform IT asset management, inventory, and disposal in accordance with USA Truck, Inc. standards. Maintain the USAT IT lab to ensure it is organized and efficient. Keep all work areas tidy and free of random equipment/parts.
  • Resolve antivirus issues quickly and to completion. Escalate major incidents and coordinate with USAT Security Response Team.
  • Assist in local/offsite installations as needed.
  • Actively seek and evaluate opportunities for process improvement.
  • Complete all assigned projects within the requested timeframe.
  • Deliver exceptional service through positive engagement and patience.
  • Continuously improve users’ IT experience and results through collaboration in a team environment.
  • Promote a culture of trust and safety.
 
Position Requirements

Qualifications and Education Requirements.

  • Bachelor’s Degree in Information Systems or significant and relevant work experience
  • Willingness to work overtime and/or adjust schedule as needed
  • Strong interpersonal skills
  • Customer service oriented
  • Strong organization and analytical skills
  • Ability to be on-call

 

Preferred Skills.

  • IT Service Management
  • Proficient in iOS and Android Mobile platforms
  • A+ and Network+ Certification
  • Knowledge of USA Truck’s operating environment
  • Proficient in cable termination (CAT5, CAT6, RJ45)
  • Ability to troubleshoot instantly in time critical situations.
  • Ability to provide excellent service and support for team members in any situation.???????

 

Working conditions.

  • This position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation is required to:
  • Remain in a stationary position for extended periods of time
  • Frequently operate a computer for extended periods of time and regularly operate other office productivity machines
  • Occasionally ascend/descend stairs or ladders
  • Frequently communicate with peers, supervisors, third parties, and other employees to exchange accurate information and answer questions
  • Occasionally move up to 20 pounds of office objects
  • Occasionally attend meetings in buildings adjacent to corporate office requiring travel in outdoor weather conditions, and occasionally attend meetings at off-site locations with varied internal and external conditions
  • Occasionally travel domestically as necessary
 
Full-Time/Part-Time Full-Time  
Position Desktop Support Specialist  
Close Date  
Exempt/Non-Exempt Exempt  
Open Date 9/15/2020  
Location Van Buren Terminal  
About the Organization

USA Truck is driven to be a premier North American transportation solutions

provider that improves the lives of team members, customers, industry partners,

and our communities. We promote a culture of trust in a safe, fun,

and friendly environment where people grow and thrive.

 
EOE Statement USA Truck, Inc. is firmly committed to inclusivity and equality of opportunity for all employees and applicants for employment, and does not discriminate against applicants or employees for any reason prohibited by law or its own policies. USA Truck, Inc. will provide reasonable accommodations for employees and applicants for employment.

This position description is intended to describe the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position; other duties outside of normal responsibilities may be performed as necessary to meet the needs of the organization. Nothing in this position description restricts the Company’s right to assign or reassign duties and responsibilities to this position at any time.
 

This position is currently accepting applications.

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