Systems Support Analyst - Depot IT

Con Global is the go-to expert for multimodal, industrial terminal operations. Con Global has been firmly planted in the intermodal industry for more than half a century. From the time Malcom McLean brought the shipping container to the world, we’ve kept our finger on the pulse of the industry and the needs of our customers. The result is an ever-growing list of services that meet ever-evolving needs.

We are passionate about innovation and continue to lead the industry in developing and deploying products that enhance our operations, unlock new markets, and disrupt the status quo. We offer multi-modal expertise with operations across the U.S., Mexico, and Costa Rica and the largest depot terminal network in North America. We have industrial operations insights and specialized technology. We bring these assets together to unlock value, increase operational efficiency, and drive down costs.

The Depot Systems Support Analyst position is part of the IT Department and provides advanced technical support to container depot employees and operations. The role focuses on resolving depot system issues, customer rate and pricing problems, desktop support issues, and other technology problems that impact daily operations.

• Provide Level 3 technical support for depot employees and operational teams.
• Troubleshoot depot management and operational system issues.
• Work with employees to gather issue details, reproduce problems, determine root causes, and coordinate resolutions.
• Identify and correct customer rate, pricing, billing rule, and customer-specific configuration issues.
• Work with Operations, Customer Service, and Billing to ensure customer rates and system configurations are accurate.
• Troubleshoot desktop, laptop, printer, network, application, and peripheral issues.
• Support Windows, Microsoft 365, email, Teams, printers, and business applications.
• Escalate software bugs and complex issues to development teams or third-party vendors.
• Document issues, troubleshooting steps, and resolutions in the IT ticketing system.
• Identify recurring issues and recommend system or process improvements.
• Assist with testing software updates, new features, rate changes, and system fixes.
• Provide guidance to Level 1 and Level 2 Help Desk personnel when needed.

• Minimum of 5 years of IT help desk, application support, desktop support, or similar technical support experience.
• Minimum of 5 years of experience working within a container depot, intermodal, transportation, logistics, or similar operational environment.
• Working knowledge of SQL, including the ability to query databases, review data, troubleshoot system issues, and assist with correcting configuration or data-related problems.
• Working knowledge of JavaScript for reviewing, troubleshooting, and making modifications to system configurations, scripts, forms, or application functionality.
• Working knowledge of Python for troubleshooting, automation, data manipulation, system utilities, or integration-related tasks.
• Experience modifying and troubleshooting application configurations, customer-specific settings, rates, pricing rules, billing configurations, and operational workflows.
• Ability to analyze application issues across the user interface, configuration, database, and business-process levels.
• Ability to review system logs, application errors, database records, and other technical information to identify root causes.
• Experience working with software developers and third-party vendors to reproduce application issues and coordinate fixes.
  
  Ability to test configuration changes, software updates, scripts, and application fixes before deployment into production.
• Strong understanding of depot and logistics workflows, including gate…