We are hiring! If you go the extra mile supporting your end users and do more than just fix the problem and move-on, then we want to hear from you! If you make it a habit of asking: “Is that the best way we could be doing this?” – Then we definitely want to hear from you!

RailPros is expanding rapidly and we need someone who’s going to jump on board and be willing to grow, as we are, while providing unmatched support for our teams across the country with training and excellent benefits!

RailPros is led and operated by an enthusiastic team of professionals with a history of service excellence. We understand that our employees drive our success that is why we are committed to employing the most experienced talented individuals, as well as promising newcomers into the industry. RailPros looks for candidates who demonstrate dedication, discipline, and integrity. In return, RailPros provides competitive benefits and career advancement opportunities, from engineers to flaggers and project managers to trainers. We are seeking a Help Desk Technician to join our fast-growing team in Irving, TX.

Under the direct supervision of the helpdesk manager, the position provides technical support to all aspects of the business in person, via phone and email while utilizing remote tools. The prospective candidate will be expected to troubleshoot and resolve technical issues, install / remove software, perform basic account management, perform software and hardware testing as well as assist in equipment setup. The successful candidate will be adept at information gathering and expected to escalate and work with senior members of the IT team where necessary to provide support to the organization as well as produce documentation of issues, processes, and produce guides.

US Citizen or Lawful Permanent Resident Required – Sponsorship unavailable at this time

• Provide technical assistance, information gathering and support for incoming queries and issues related to computer systems, software, and hardware
• Provide training to users as part of the normal course of troubleshooting
• Logging, categorizing and actioning all incoming ticket activity in the Helpdesk Ticketing system
• Perform regular follow ups with all requesters regarding status and closure of incidents / requests
• Install, modify, and repair computer hardware and software issues
• Manage user accounts, updates and password resets
• Assist other IT teams with maintenance of the company IT Infrastructure, software and hardware rollouts and project tasks as assigned
• Asset management (tag new inventory, keep track of current inventory)Provide support for Android / iOS tablet users as well as assist in device enrollment
• Install computer peripherals for users
• Be able to independently make decisions about appropriate hardware needs according to company guidelines
• Produce documentation of processes, issues, queries, and guides
• Participate in an on call rotation
• Participate in regular training and education
• Ability to positively respond to changes in a dynamic, fast paced environment
• Performs Other Duties as Assigned

Required Qualifications:

• 
  High School Education
• Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to:
  • Microsoft Office
  • Browsers: Internet Explorer, Google Chrome, Apple Safari, Microsoft Edge
  • Remote connectivity tools such as VPN, RDP, VNC
  • Android OS/iOS troubleshooting
• 6+ months experience working in a customer service environment
• Basic Understanding of OSPF layers
• Prior experience working in an IT support environment providing remote support
• Familiar with active directory, O365 troubleshooting, and providing desktop support

Preferred Qualifications:

• CompTIA A+ or equivalent entry level certification preferred or prior experience in IT troubleshooting roles
• Microsoft Technology Associate (MTA)
• N+ Certification

Why RailPros:

Opportunity for growth/advancement – promotion/advancement from within. Be a part of a niche and essential industry that has continued growth and has remained stable during COVID (pandemic). Opportunity to be a part of exciting projects with a diverse and inclusive company culture. We offer company paid training/testing, license/certificates (PE, PMP, etc.), Medical, Dental, Vision, HSA, HRA, Accident Plan, Life Insurance, Disability, 401K, PTO, paid holidays and bonus opportunities.

• 
  MISSION – Serving Our Customers: RailPros is dedicated to being the premier engineering and diversified safety services company to America’s rail and transit industry.

• 
  VISION – Helping to Keep North America Moving: RailPros’ vision symbolizes our unique experience and dedicated approach to providing excellent service to the railroad and rail transit companies that move North America’s freight and improve people’s mobility and quality of life.

• 
  VALUES:

• Hungry: We are driven to work as a team, fostering a culture of continuous improvement and learning with a passion for action and excellence.
• Humble: We have compassion for our customers and work to earn their trust and solve their problems. We exist to help them succeed.
• Nimble: We are continually aware of changes in the industry, and we adapt quickly to meet the needs of our customers. Our talented and experienced rail people are available 24/7/365, we can mobilize and respond quickly, and we create and utilize the latest technology to provide exceptional service for our customers.

To learn more about RailPros click here.

Equal Opportunity Employer

RailPros, Inc. is an Equal Opportunity Employer and makes employment decisions on the basis of merit. Company policy prohibits unlawful discrimination based on race, color, creed, gender, religion, marital status, registered partner status, age, national origin or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, or any other consideration made unlawful by federal, state, or local laws.