Position: Technology Support Specialist

Job Type: Full-Time

Location: Renton, WA

Objective

Provide support to end users on a variety of technical issues. Monitor, Identify, research, and resolve technical issues. Responds to telephone calls, email, employees, and agent station personnel requests for technical support. Document, track, and monitor the requests to ensure a timely resolution. Configure and monitor technology infrastructure.

Job Specific Accountabilities:

• Provide escalated contact and convey resolutions to personnel technology issues.
• Perform remote troubleshooting to users configuration, company software, or other vendor integration points through diagnostic techniques and pertinent questioning.
• Properly escalate unresolved issues to the next level of support.
• Monitor systems using internal monitoring tools.
• Configure, support, and learn business applications.
• Configure and support technology infrastructure.
• Record and maintain accurate documentation in ticketing system.
• Follow up with personnel to keep them apprised of issue statuses.
• Work with team members and solution partners to develop additional IT solutions.
• Provide training to other team members and personnel on issue resolutions.
• Represent Radiant when working with strategic partners.
• Other duties and assignments as required.

Education and Industry Knowledge:

• High School diploma, equivalent or 3+ years work experience.

Technical Skills:

• Proficient in Microsoft Office (e.g., Outlook, Word, Excel).
• Basic computer system management.
• Basic network troubleshooting.
• Basic understanding of Windows Active Directory.
• Use tools to remotely access systems and perform corrective actions.
• 1+ year of work experience in help desk functions.
• Understanding of email flow (Office 365).

Business Strategy Skills:

• Dedicated commitment to providing superior, timely internal and external customer service.
• Strong interpersonal skills with the ability to communicate clearly and effectively in verbal and written form.
• Effective problem-solving and decision-making skills in a solo or team environment.
• Highly organized with the ability to multi-task.
• Team cooperation and respect is required.
• Strong negotiation and relationship building skills.
• Ability to respond to requests for technical assistance via the phone and other means.
• Ability to diagnose and resolve technical hardware and software issues.
• Ability and desire to maintain and stay current with technology information, changes, and updates.
• Achievement of service level requirements including but not limited to average talk time and first call resolution.

Work Schedule:

• Travel may be needed of up to 2 weeks at a time.
• Extended hours required periodically.
• On call rotation – weekly.
• Consistently report to work on time prepared to perform the duties of the position.

Physical and Environmental Conditions:

• Sitting for extended periods of time.
• Ability to lift- up to 40 pounds.
• Indoor, office environment.
• Repetitive motions i.e., typing on a keyboard.

Additional Beneficial Skills:

• Basic understanding of virtual private networking.
• Basic network firewall knowledge.
• Knowledge of transportation management systems (SAP TM).
• Knowledge of ERP accounting systems (SAP ECC).

Communication:

Following are the key contacts the position deals with on a regular and recurring basis inside and outside Radiant Global Logistics:

Inside:

• Managers, Operations and Sales – Identify significant service issues. Implement processes to resolve customer issues.
• Management Team – Provide reports. Identify continuous improvement initiatives.

Outside:

• Strategic Partners
• Agent Station Personnel

About Us

Radiant Global Logistics is a comprehensive North American provider of third-party logistics and multimodal transportation services. As a non-asset provider, with minimal investment in equipment, the company delivers advanced supply chain solutions through a network of company-owned and strategic operating partner locations across North America under the Radiant®, Radiant Wheels™, Radiant Clipper™, On-Time™, Airgroup®, Adcom®, DBA™, Service By Air™, and Highways and Skyways™ network brands.

Our network now extends to over 100 locations across North America. Through its comprehensive service offering, the company provides domestic and international freight forwarding services, truck and rail brokerage services and other value-added supply chain management services, including customs brokerage, order fulfillment, inventory management and warehousing to a diversified account base including manufacturers, distributors and retailers using a network of independent carriers and international agents positioned strategically around the world.

Benefits

Radiant Global Logistics offers a competitive benefits package to our full-time employees. Radiant Global Logistics is an equal opportunity employer, dedicated to promoting a culturally diverse workforce.

Selected candidate is required to pass a criminal background check prior to employment.