Support Technician

What You’ll Do

The Level I Support Technician role requires an individual with expert technical skills to configure, maintain, and troubleshoot systems in support of the Automated Gate System (AGS) at intermodal terminals, maintained by REMPREX Information Technology (IT) Support. The Level I Support Technician is responsible for creating Trouble Tickets for issues that occur in AGS, resolving issues, and performing preventative maintenance to ensure the ongoing smooth operation of the system.

The role requires strong communication skills to work with clients and interpret reported issues with AGS.

• Triage incoming support notifications and initiate resolutions based on urgency
• Provide issue recognition through e-mail and phone alerts
• Create Trouble Tickets in the Global Monitoring System (GMS)
• Determine the operational impact and severity of reported issues
• Resolve/escalate reported issues as needed in accordance with the IT Support escalation policy
• Provide excellent customer service to REMPREX clients and internal REMPREX employees
• Communicate in a courteous and professional manner while exercising empathetic listening
• Troubleshoot and resolve reported hardware and software issues
• Properly complete IT Support recordkeeping forms (GMS Trouble Tickets and Shift Updates) and reports (scorecards and TRAC time reporting)
• Perform follow‑up evaluations for resolved issues or issues that are being monitored
• Complete preventative system maintenance to ensure peak operating performance
• Research truck processing for clients as well as manage vendors and dispatch contractors
• Continually build knowledgebase and seek opportunities for continuous learning

• Associate’s Degree
• 3 years’ experience working in a customer service environment
• 2+ years of experience in a help desk environment or current (CompTIA) A+ and Net+ certification
• Experience working with a ticketing system
• Solid understanding of network and systems protocol such as Transmission Control Protocol / Internet Protocol (TCP / IP), Dynamic Host Configuration Protocol (DHCP), domain name system (DNS), and Voice Over Internet Protocol (VoIP)
• Working knowledge of the following Microsoft® Windows® platforms:
• Server 2003
• Server 2008
• Server 2012
• Windows XP
• Windows 7
• Basic comprehension of the following Microsoft® Windows® services:
• Active Directory
• Internet Information Services (IIS)
• SQL Server
• Domain Name Server (DNS)
• Security Components
• Experience with Microsoft® Office® Suite
• Strong communication skills, both written and verbal
• Ability to work as part of a team
• Ability to work under pressure in a fast‑paced environment
• Valid Driver’s License with a clean Motor Vehicle Record (MVR)
• A Valid US Passport
• Ability to pass and maintain certifications or proficiencies in the following areas:
• eRAILSAFE Certification
• Permanent Employee Registration Card (PERC), applies to Illinois (IL) only
• REMPREX and Client Safety Rules and Regulations

• Basic understanding of Linux® and Cisco®

This position is 100% on site at our corporate office in Lisle, IL. Travel may be required (less than 5%) to terminal locations across North America for special projects on an as‑needed basis. This role is a full‑time position with non‑standard work hours, including weekends and holidays.

This position consists of working 12‑hour shifts (Day: 5:00 AM‑5:00 PM) on a rotating schedule. Therefore, your working schedule would be the following:

• Week 1
  • Monday – OFF
  • Tuesday + Wednesday – ON
  • Thursday + Friday – OFF
  • Saturday + Sunday – ON (Four 12‑hour shifts total)
• Week 2
  • Monday – ON
  • Tuesday + Wednesday – OFF
  • Thursday + Friday – ON
  • Saturday + Sunday – OFF (Three 12‑hour shifts total)

• Comprehensive Medical, Dental, Vision & Prescription Drug Coverage
• Flexible Spending Accounts
• 401(k)
• Vacation, Sick & Paid Holidays
• Leaves of Absence
• Employee Assistance Program
• Employer‑Paid Life & AD&DD Insurance
• Employer‑Paid Short & Long‑Term Disability
• Voluntary Accident, Hospital Indemnity, Critical Illness and Life Insurance
• Tuition Reimbursement
• Employee Referral Program
• Opportunities to Learn & Grow Your Career
• Hybrid Work Schedules
• A Diverse & Inclusive Company Culture that offers…