IT Support Specialist

Job Description:

Position Summary
The IT Support Specialist provides end-user technical support across the organization while also supporting and maintaining EDI transportation interfaces that connect internal systems with carriers, brokers, and trading partners. This hybrid role combines traditional IT desktop/helpdesk responsibilities with monitoring and troubleshooting of electronic data interchange (EDI) transactions critical to logistics and transportation operations.

Key Responsibilities

Desktop & End-User Support

• Provide Tier 1/2 support for desktops, laptops, mobile devices, printers, and peripherals
• Image, deploy, and configure workstations; manage software installations and updates
• Troubleshoot hardware, OS, network connectivity, and application issues
• Manage user accounts, permissions, and access requests (Active Directory / Azure AD)
• Maintain IT asset inventory and support onboarding/offboarding of employees
• Escalate complex issues to appropriate infrastructure or vendor teams
• EDI Transportation Interface Support
• Monitor daily EDI transaction flows (e.g., 204, 210, 214, 990, 997) between internal TMS/WMS and carrier/broker trading partners
• Troubleshoot failed or rejected EDI transactions and coordinate resolution with trading partners, carriers, and internal teams
• Support mapping, testing, and onboarding of new EDI trading partners and transportation providers
• Partner with logistics, transportation, and supply chain teams to resolve data discrepancies affecting shipment visibility, billing, or tracking
• Document interface configurations, error codes, and resolution procedures
• Windows and/or macOS administration
• Active Directory / Azure AD (user, group, and permissions management)
• Hardware troubleshooting (desktops, laptops, printers, peripherals)
• Software installation, patching, and imaging (SCCM, Intune, or similar)
• Basic networking (TCP/IP, DNS, DHCP, VPN troubleshooting)
• Ticketing systems
• Remote support tools

Qualifications

• 2+ years in desktop/IT support; supporting multiple sites/locations a plus
• Familiarity with Windows OS, Active Directory, ticketing systems (ServiceNow, Freshservice, etc.)
• Strong troubleshooting, communication, and cross-functional coordination skills
• Basic understanding of EDI standards (X12) and transportation transaction sets is a plus
• Exposure to EDI or transportation systems a plus
• Experience with TMS/WMS platforms (e.g., Manhattan, Blue Yonder, SAP EWM) is a plus
• Customer service orientation / communication skills
• Ability to prioritize and triage tickets
• Documentation habits (writing clear tickets, KB articles)
• Comfortable working independently across sites