Shamrock Trading Corporation

  • Service Desk Analyst

    Job Locations US-KS-Overland Park
    Category
    Information Technology
  • Company Overview

    Shamrock Trading Corporation is the parent company for a family of brands providing transportation logistics and financial services. Headquartered in Overland Park, KS, Shamrock has been voted one of Kansas City’s “Best Places to Work” for the last four years. We also have offices in Chicago, Dallas, Midland and Nashville.

     

    With an average annual revenue growth of 25% since 1986, Shamrock’s success is attributed to three key factors: hiring the best people, cultivating long-term relationships with our customers and continually evolving in the marketplace.

    Responsibilities

    ProTransport and Shamrock are looking for a Service Desk Analyst that will be responsible for supporting and extending Shamrock technology’s service desk related to the ProTransport application. This role will be expected to work with both ProTransport clients as well as the Shamrock IT team. The role will assist in troubleshooting issues escalated from the Tier 1 Service Desk as well as testing, training and support of the ProTransport system.

     

    • Provide support to clients via email, phone and ticketing system
    • Diagnose and troubleshoot production issues and conduct system and application analysis to determine root cause of problems or malfunctions
    • Resolve user issues by reviewing frequently asked questions and answers, recreating user errors and testing changes
    • Create workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
    • Work with our Development and Systems group to resolve more advanced issues when necessary
    • Coordinate and facilitate the operation of the Tier 1 Service Desk
    • Create user guides to help resolve frequently asked questions
    • Facilitate client upgrades and new installations when required

    Qualifications

    • Good verbal and written communication skills
    • Willingness to engage with customers and perform research into their needs
    • Demonstrated ability and willingness to learn new skills
    • Well organized, analytical, innovative and problem solving
    • Bachelor’s degree or equivalent experience
    • Well versed in IT technologies and best practices
    • Ability to lead and work with teams, be part of a team, and understand team dynamics
    • Strong detail orientation
    • Experience in support and/or account management

    Preferred Qualifications:

    • Experience with ProTransport and/or other carrier TMS software
    • Experience in the trucking and/or logistics industry
    • Experience with JIRA and/or other ticket tracking systems

    Benefits Package

    At Shamrock we hire bright, ambitious people and give them the tools they need to be successful. By investing in training and development, we hope to become a long-term career for employees, where there are always opportunities for advancement.

    Shamrock also offers a premier set of benefits for employees and their families:

    • Medical: Fully-paid healthcare, dental and vision premiums for employees and eligible dependents
    • Financial: Generous company 401(k) contributions and employee stock ownership after one year
    • Wellness: Onsite gym, jogging trail and discounted membership to nearby fitness center
    • Work-Life Balance: Competitive PTO and paid maternity and parental leave policies

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