Technical Support Analyst II - Cowan Systems and Cowan Management

Technical Support Analyst II

About Us:

Formed in 1924 Cowan Systems is a privately owned company headquartered in Baltimore, MD and enjoys a history of excellence and quality in the transportation business. Starting out as one man’s entrepreneurial spirit, has grown into six unique divisions that operate throughout the country. Today, Cowan’s state-of-the-art fleet has grown to 2,100 power units and 6,500 trailers operating out of 40 locations nationwide.

Due to continued growth, Cowan Systems, LLC is seeking the top talent in the industry to join our team.

Cowan Systems, LLC is a national truckload carrier that specializes in providing high quality dedicated fleet services for companies requiring first-rate performance. Cowan Systems offers dedicated fleet services which provide a customized transportation package designed to meet the specific needs of the shipper, such as specialized equipment, strict timetables, and custom reporting. Our 100% supply chain solution includes local and long-haul trucking services, brokerage, warehousing, and driver leasing.

Cowan is committed to providing a healthy, safe, and stable work environment that promotes individual success, equal opportunity for learning, and professional growth. In our family-oriented environment, we treat everyone with dignity and respect. Through the emphasis of our team-work philosophy, we maintain a balance between professionalism and the ability to have fun.

Our Mission:

At Cowan Systems, LLC our mission is to provide logistics and transportation services that create value for our clients, suppliers, employees, and owners. We pursue our work with diligence, intelligence, and a high regard for the safety of our employees, stakeholders, and the public.

Our Vision:

Cowan Systems is an industry leader and the carrier of choice because of our passion for service, best in class drivers, professional management team, commitment to safety, drive for innovation, and our culture of continuous improvement and quality excellence.

Our Values:

• Safety of our team drives every decision we make.
• An entrepreneurial spirit fostered by healthy work environments.
• Fiscal responsibility
• Exceptional Customer service

Cowan Culture:

At Cowan Systems LLC, our most valuable strength is our people – with diverse backgrounds and experiences we prioritize personal and professional development. We are a company that explores innovative ideas and encourages creativity. Our success is fueled by cultivating and inspiring our community through open & honest communication. Together, we provide exceptional service to our partners and our peers. Cowan is NOT defined by what we do as individuals, but who we are as a team.

Position Details:

The Technical Analyst will provide exceptional customer service and act as an initial point of contact for end-users in the corporate headquarters and remote locations. The Technical Analyst assists staff with technical support of desktop computers, applications, telecommunications and related technology across our 24x7 enterprise. Support includes interaction with application software and operating systems to diagnose and resolve unique, recurring and non-recurring problems and documenting issues in the help desk ticketing system. Responsibilities require independent analyses, communication and problem solving skills. This position reports to the Service Desk Supervisor.

Responsibilities include:

• Support and maintenance of the desktops, laptops, IP phones, mobile phones, printers and peripherals on the corporate network.
• Support of the company's enterprise virtual desktop and application delivery software systems in conjunction with other members of the IT staff.
• Accurately log all support requests in the Ivanti Service Desk system. Acknowledge, troubleshoot and resolve all assigned tickets; escalate and follow through when necessary especially in system down situations.
• Responsible for creation, deletion and modification of user accounts and Microsoft O365 mailboxes.
• Maintain user accounts, groups, permissions and licenses in Microsoft O365 and Azure Active Directory.
• Responsible to communicate all system related issues to IT staff through channels set forth by management.
• Facilitates moves, additions, and changes of computer and phone related equipment as required.
• Perform user profile data migrations and restorations.
• Maintenance of hardware and software inventory within the Asset Management system.
• Assist next level IT support staff as necessary.
• Other tasks as assigned.

Qualifications

• BA/BS degree in a computing discipline and at least 1 year of work experience or 2-3 years providing PC desktop support in a corporate WAN environment.
• Previous experience supporting Microsoft Windows 10 in a corporate environment required.
• Experience supporting Microsoft Office with comprehensive knowledge of Outlook required.
• Experience with desktop imaging software.
• Familiarity with VoIP, general telecom and associated technologies a plus.
• Experienced supporting enterprise-level multifunction printer/copiers/scanners also helpful.

Additional:

• Strong customer-service orientation. Effective interpersonal and relationship-building skills. Ability to present ideas in user-friendly language to both technical and non-technical end-users.
• Ability to multi-task and remain calm and composed under pressure.
• Ability to lift and carry related computer & networking equipment.
• Ability to climb ladders and stairs.
• Must possess a valid driver's license and a vehicle for travel to other offices in the Baltimore metro area.