Farrow, a wholly owned subsidiary of Kuehne+Nagel Group, is headquartered in Windsor, Canada. Farrow brings to the global trade industry over 110 years of expertise in cross-border customs brokerage, import/export trade compliance consulting, and integrated logistics services (international freight forwarding/global supply chain management, warehousing/distribution, and ground transportation). With operating locations across Canada and the United States, Farrow manages over 800 employees with 28 offices and warehouses, including those of acquired company Link+ Corporation.
Flexible Job Location - Kitchener-Waterloo, Ontario or Windsor, Ontario
Position Summary
This person is primarily responsible for providing technical support to the Farrow user community. In addition, the help desk analyst completes system operator and administrative functions. Documentation and training for Helpdesk staff expedites the resolution of recurring problems. When required by scheduling or call volumes, this staff member performs call center actions such as call logging, tracking and closing. Calls are passed to an appropriate staff member for onsite service or second-level support when required.

Key Responsibilities

• Provide first level user support for AS/400 systems and applications
• Answer general “how-to” inquiries
• Provide first level support for hardware – computers, printers, monitors, etc.
• Provide first level support for PC systems and applications
• Take part in on call back up responsibilities
• Setup new employees and make minor changes to users in Active Directory
• Receive and log incoming calls (phone and e-mail)
• Close completed support calls
• Act as a liaison between users and technical staff (providing call status, communicating concerns, etc.)
• Notify users of scheduled and unscheduled system/network outages
• Provide regular updates to users in the event of prolonged unplanned outages
• Monitor calls and tickets to ensure timely resolutions
• Setup/Change users for TradeSmartConnect
• Create documentation for new procedures, polices, and instructions

Education and Experience

• High School diploma
• College diploma in Information Technology or 2 years work equivalent work experience

Competencies, Working Skills & Attributes

• Excellent attention to detail, able to perform analysis and make recommendations
• Strong Interpersonal skills, able to work independently as well as part of a team, as needed
• Strong communication skills, able to tailor communications, both verbal and written
• Excellent problem solving skills
• Experience with computer applications

Working Conditions, Mental Effort & Physical Requirements

• Must work under deadlines and related stresses in a timely and efficient manner
• Must be able to professionally handle various personnel and other situations as they arise
• Ability to sit for extended periods of time
• Ability to focus on computer screen for long periods of time

Farrow is an equal opportunity employer, committed to diversity and inclusion. Accommodations for job applicants with disabilities are available on request

• Provide first level user support for AS/400 systems and applications
• Answer general “how-to” inquiries
• Provide first level support for hardware – computers, printers, monitors, etc.
• Provide first level support for PC systems and applications
• Take part in on call back up responsibilities
• Setup new employees and make minor changes to users in Active Directory
• Receive and log incoming calls (phone and e-mail)
• Close completed support calls
• Act as a liaison between users and technical staff (providing call status, communicating concerns, etc.)
• Notify users of scheduled and unscheduled system/network outages
• Provide regular updates to users in the event of prolonged unplanned outages
• Monitor calls and tickets to ensure timely resolutions
• Setup/Change users for TradeSmartConnect
• Create documentation for new procedures, polices, and instruction