Job Description

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.

Position Summary:

The Help Desk Analyst /End User Support is primarily responsible for providing telephone-based technical support to the Farrow user community. This role also includes completing system operator and administrative functions to ensure smooth IT operations. The analyst creates and maintains documentation and provides training for Help Desk staff to expedite the resolution of recurring issues. When required by scheduling or call volumes, this role performs call center activities such as logging, tracking, and closing tickets, and escalating calls to onsite or second-level support when necessary. In addition, the Help Desk Analyst will assist the Deskside Support team with hardware deployment, break/fix services, and onsite deskside support.



Key Responsibilities



Provide first level user support for AS/400 systems and applications Answer general "how-to" inquiries Provide first and second level onsite support for hardware - computers, printers, monitors, etc. Provide first level support for PC systems and applications 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 TradeSmart Connect 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.