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The Technical Support Analyst will apply understanding and knowledge of information systems to assist users with technical problems. Identify, research, analyze and help users solve information systems problems using available hardware and software tools. Provide direction, support, and training to users. Assist in selection and evaluation of vendors, hardware, and software. Analyze information systems problems and monitor performance.



  1. Provide basic second level technical support for technology infrastructure and customer issues and requests.
  2. Provide knowledge, training, and solution sets to first level support teams to improve first call resolution and increase customer satisfaction.
  3. Work proactively with support groups and customers to identify needs and develop appropriate solutions and services.
  4. Demonstrate basic technical skills in areas such as client, systems management, security, service management, applications, and networking. Provide support and ensure reliability for deployed technologies, systems, networks, and processes according to established procedures and industry best practices.
  5. Evaluates and respond appropriately to customer issues and requests. Handle basic issues without assistance and escalate complex issues when necessary to appropriate team or individual to resolve.
  6. Conduct problem trend analysis to identify common problems in order to develop proactive solutions.
  7. Monitor the performance of technology systems, networks, and applications.
  8. Maintains an understanding of industry trends and best practices. Identify opportunities to utilize technology to automate and streamline processes, simplify customer interaction and improve service delivery.



  1. Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
  2. Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.
  3. Collaborating - Working cooperatively with others to help a team or work group achieve its goals.
  4. Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that help them understand and retain the message; listening actively to others.
  5. Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
  6. Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.
  7. Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.



  1. Bachelor’s degree or equivalent educational background or work experience.
  2. Two (2) years of experience in the technology or customer service.
  3. Experience with Desktop Support
  4. Active Directory
  5. Mobile device management
  6. MDM, SCCM
  7. Strong verbal, written, and interpersonal communication skills.
  8. Experience using MS Office applications (Word, Outlook, and Excel).



  1. Bachelor’s degree in computer science.
  2. Experience in help desk




This job operates in a professional office environment indoors. Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.




The position requires the ability to spend long hours sitting or standing while using office equipment and computers. Ability to perform repetitive tasks such as typing and keying. Occasional lifting, pushing/pulling, carrying 10 lbs of supplies and materials is required.



YRC Worldwide is an Equal Opportunity/Affirmative Action Employer
Minorities/Females/Persons with Disabilities/Protected Veterans

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