Help Desk Technical Specialist

OTR Solutions is an innovator in the transportation industry providing a suite of factoring, fuel, and business management focused solutions. We help new and established companies get fast access to the funds they need for daily operations. As a Private Equity backed FinTech company, we are looking to grow our best-in-class financial organization. 

OTR has been recognized as a “Top Workplace” by the Atlanta Journal-Constitution since 2016!

As a Help Desk Technical Specialist, you will provide customer service and support, assisting our end users via in person walk-up, support ticket, email, or chat as needed. You will work closely with IT staff to maintain IT support documentation, manage multiple IT queues and help to handle ticket escalations from our IT Support team. You will assist employees with the physical set up of workstations including PC, Printer, and other equipment.

Responsibilities:

• Answer Helpdesk calls and emails while providing prompt and professional resolutions.
• Assess, resolve, and execute resolutions for computer related problems and incidents for staff and management.
• Escalate unresolved issues to management as needed.*
• Communicate with employees as required; keeping them informed of incident process and notifying them of any potential issues.
• Perform new PC imaging as needed.
• Assist in gathering information for equipment inventory, maintain equipment inventory and user assignments in asset management system, & software license inventory.
• Set up complete workstations including PC, Printer, and Monitors
• Assist in facilities set up with IT related systems and projects.*
• Work with management on prioritizing and organizing work.*
• Write documentation such as detailing problems, procedures, and resolutions.
• Maintain up-to-date awareness of company activities, industry trends, and government regulations.*
• Completes required training.
• Perform other related duties assigned.

What we look for:

• 0-2 years experience working with computer technology in a business environment preferred
• Two or four-year degree in IT-related field or equivalent experience in a Technical Support environment
• Experience with supporting and troubleshooting web-based application and installed applications preferred
• Experience with Active Directory and Office 365 (including Exchange Online, Azure Active Directory, and Office apps) preferred
• Experience using and managing ticket-based enterprise workflow management systems preferred
• Advanced knowledge of Windows 10 
• Experience with virus and system health remediation
• Familiarity with PC hardware fixes and upgrades.
• Strong customer service, problem solving and teamwork abilities
• Outstanding communication and interpersonal skill

Benefits:

OTR provides a competitive, comprehensive compensation package for our full-time employees:

• Eligibility for Individual and Company bonus programs
• Medical, Dental, Vision, Life/ AD&D Insurance, Short-Term Disability
• Pet Insurance, Paid Family Leave, Employee Assistance Program
• Fully Paid Maternity Leave
• 401(k) with Company Matching
• 12 days of Paid Time Off, 4 Sick/Mental Health days, 7 Paid Holidays, 2 Flex Holidays,
• Weekly Catered Lunches
• Work from Home Flexibility
• Company Paid Fitness Membership
• Volunteer Days and Opportunities with Company-Partnered Charities
• Internal Inclusion programs

OTR’s mission is to create exceptional value for our clients by providing industry leading financing and back-office solutions. Three pillars that are crucial to supporting that mission are outstanding customer service, technology that creates efficiency for ourselves and our customers, and a culture that provides the opportunity for employees to achieve greatness.

OTR Solutions is an Equal Opportunity Employer

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