Description

National Express LLC (NELLC) is the North American subsidiary of National Express Group, PLC, one of the premier transportation firms in the United Kingdom. We operate across 34 states and three provinces. All organizations share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. National Express School (NEXS) operates more than 22,500 school buses, serves more than 550 school districts in 31 states and three provinces, and transports more than 1.3 million students on a daily basis. National Express Transit (NEXT) operations transport more than 22 million passengers annually with more than 2,800 vehicles. National Express Shuttle (WeDriveU) serves more than nine million corporate and university passengers annually. NELLC’s corporate headquarters, located in Lisle, Illinois, houses the administrative and corporate support functions for the organization. Our 290 local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Learn more at nellc.com.

National Express LLC is currently seeking a Technical Support Analyst to work from our corporate office in Lisle, Illinois. Reporting to the Sr. Director / Manager Infrastructure; this position will provide Tier 2 desktop / field technical support and escalate to Tier 3 accordingly. Fulfill service requests for support of desktop, laptop PC's, OS, patches, application installation / support, service, and administration.

NELLC provides student-busing and transit services throughout North America using a shared service model, incorporating a driver focused operating environment with approximately 17,000 Operations Department staff in over 30 States in the U. S. and 2 Provinces in Canada, covered by approximately 18 Collective Agreements.

Position Responsibilities Include:

• Performs IT service, administration, installation and deployment requests for desktop and laptop technology, including site start-ups / moves / closures, peripherals, printers, USB devices, wireless NIC, CD/DVD and other desktop/laptop connected devices

• Uses troubleshooting and problem resolution skills to resolve PC and application problems reported by users

• Follows up on all open calls/perform call-back as defined by procedure or as directed

• Maintains accurate and timely call logs of inquiries and resolutions in the case management system

• Assists in implementation of support for new users, processes, and software

• Assists in field technology deployment as directed

• Research problems and documents solutions to provide knowledgebase for Service Desk

• Responsible for PC, hardware and software physical inventory including receiving, unpacking, building/configuring, and updating the appropriate asset management records

• Periodically conducts physical inventory of PC’s, peripherals, and software

• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment

• Answer to and perform moves, adds, and changes (MAC) requests

• Provide off-hours support as needed

• Other duties as assigned.

Qualifications

Position Requirements Include:

• College degree or equivalent combination of education, training required

• MCDST, MSSA or MCSE desirable

• 3-5 years of experience in PC related support role in multi-location support environment

• Must have expert PC skills with WIN OS (2000/XP/WIN7) and MS office applications

• Basic knowledge of MS AD, SharePoint, Exchange and anti-virus software

• Basic knowledge of WIFI and WAN

• Experience working in a PC environment of 2000 or more PC’s

• 3-5 years of experience with building PC’s using imaging and installation scripts

• Demonstrated aptitude to quickly learn new applications and technologies

• Self-motivated with an energetic disposition

• Ability to present ideas in user-friendly language

• Proven analytical and problem-solving abilities

• Customer-friendly attitude and ability to work in a team environment

• Outstanding organization skills with keen attention to detail and adherence to deadlines

• Resolves and ensures resolution of level 2 issues so as to minimize end-user down-time and escalates to Tier 3 in a timely fashion

• May need to be on call when there are deadlines or critical issues after hours

• If necessary, liaise with third-party support and PC equipment vendors

• May require up to 50% travel to branches throughout North America as needed.

At National Express our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

National Express LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer

Job: Information Technology

Primary Location: United States-Illinois-Lisle-US Headoffice

Work Locations US Headoffice (1002_US Headoffice)2601 Navistar DriveLisle, 60532

Organization United States Bus

Schedule Full-time

Employee Status Regular

Job Level Individual Contributor

Job Shift Day Job

Travel No

Req ID: 222487