Systems Support Analyst - Depot IT

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.
Key Responsibilities

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.

Technical Qualifications

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 activity, equipment inventory, repairs, customer rates, billing, and operational processes.
Strong knowledge of Windows environments, Microsoft 365, Teams, OneDrive, SharePoint, and general desktop support.
Strong documentation, communication, troubleshooting, and problem-solving skills.

Preferred Technical Experience

Experience working with relational databases and Microsoft SQL Server.
Experience with APIs, system integrations, JSON, XML, or similar data formats.
Familiarity with PowerShell or other scripting and automation tools.
Experience troubleshooting web-based business applications.
Experience supporting internally developed or customized logistics applications.
Experience working with development teams through software testing, issue tracking, and release processes.

Key Skills
Technical Troubleshooting • Depot System Support • Logistics Operations • Customer Rate Support • Desktop Support • Application Support • Microsoft 365 • Windows • Ticket Management • Root Cause Analysis • Operations Support