Help Desk Support Technician

Help Desk Support Technician –  US

About Us:  (IDL), a global leader in third‑party logistics, combines entrepreneurial spirit with a dedication to operational excellence. It was founded in Orgon, France, and has a U.S. base in Scranton, PA. After merging with Kane Logistics in 2022, the company now operates as  US, providing comprehensive supply‑chain solutions across more than 50 sites and employing over 7,000 people in the United States.

With a global workforce of over 38,000 experts and 84 million square feet of facilities across more than 400 sites,  is transforming logistics— and this is just the beginning!

The role of the Help Desk Technician is to assist internal and external customers who are experiencing procedural or operating difficulties with the use of corporate applications, products, or services. The technician is responsible for ensuring that an effective solution is provided to the user.

Location:

On‑site, Frackville, PA

Work Schedule:

First Shift with the ability to work outside of normal business hours for emergencies across the network of warehouses and distribution centers
Travel:
Up to 10%

Competitive salary of $61,000‑$70,000 plus bonus opportunity. Total rewards include medical, dental, and vision insurance, a 401(k) with company matching, generous PTO, sick time, and company holidays.

This position is not eligible for immigration sponsorship.

• Follow corporate and site‑specific Good Manufacturing Practices and report noncompliance when observed.
• Observe all company safety rules and assist in enforcement as appropriate.
• Provide 1st line technical support; answer support queries via phone and Help Desk ticket system.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Takes ownership of user problems and is proactive when dealing with user issues.
• Logs all calls in the Help Desk ticket system.
• Respond to enquiries from customers and help resolve any hardware or software problems.
• Maintain and update help request log of any software or hardware problems detected.
• Support users in the use of company applications and computer equipment by providing necessary support and advice.
• Arrange for external technical vendor support where problems cannot be resolved in house.
• Keep up to date with technical and industry developments.

• High school diploma plus relevant work experience, or Bachelor’s degree in Computer Science (or equivalent combination of education and experience).
• 2+ years of hands‑on help desk experience in a technical support role.
• Strong working knowledge of Microsoft Windows 10/11, Microsoft Server products, and Microsoft 365 applications.
• Familiarity with Active Directory, TCP/IP networking, VPN technologies, data backup solutions, virus protection, and network monitoring tools.
• Ability to troubleshoot and support printers, RF handheld devices, scanners, and mobile devices (smartphones/tablets).
• Excellent verbal and written communication skills with a customer‑focused approach.
• Strong problem‑solving and analytical skills; self‑directed and able to work independently.
• Willingness to travel and participate in an on‑call rotation for after‑hours support.
• Ability to meet physical requirements, including walking and lifting up to 50 lbs.

• Experience providing help desk support in a fast‑paced, high‑volume environment.
• Prior exposure to Warehouse Management Systems (WMS).
• Hands‑on experience with RF technology and related hardware.
• Knowledge of service management principles and ticketing systems.
• Ability to coordinate with external vendors for technical support.
• Demonstrated ability to stay current with technical and industry developments.