Network Specialist (Hybrid)

Haddonfield, NJ, United States

Tucker Company Worldwide, Inc.

Tucker Company Worldwide, Inc. is a family-held, third-generation corporation with a proud legacy of leadership celebrating its 60th anniversary in business. We believe in the importance of investing generously in our people, business, industry, and local community. Tucker Company is the oldest privately-held freight brokerage in North America, specializing in notoriously complicated freight, like temperature-controlled, oversized, and high-value, high-security shipments. We help transportation professionals for some of the world’s top brands ensure the safe, on-time delivery of their freight using carefully designed procedures, cutting-edge technologies, and award-winning service. Whether the shipment is oversized, delicate, high-value, or hazardous, we’re prepared to manage it with the utmost care.

Tucker Company serves on the board of the Transportation Intermediaries Association (TIA), chair the Highway Transportation Committee of the National Industrial Transportation League (NITL), and serves on committees in a variety of trade associations important to our customers to understand both our industry and our customers’ industries. We take great pride in moving high-touch, high-security freight in industries where reputation and track record are paramount.

Role and Responsibilities

Accountabilities

The Network Specialist is accountable for providing timely support and troubleshooting of staff hardware and application issues, responding to other IT-related service requests, and first-level support and troubleshooting of network systems, to meet or exceed the IT needs of Tucker staff as they serve our valued customers.

Responsibilities

Ensure Tucker network and systems are prepared and consistently capable of maximizing employee productivity and customer experience.

Performing basic network troubleshooting in consultation with the network administrator

Administer ITSM (ticketing system) reporting & enhancements to drive efficiencies and improve response times.

Administer Microsoft 365 environment and operational systems to support staff productivity.

Administer device configurations via Microsoft Intune and Group Policy to reduce tickets & enhance productivity.

Develop and maintain documentation related to systems, infrastructure, and procedures, to improve consistency and productivity of maintenance and support.

Minimize employee downtime and ensure satisfaction throughout the internal and external support functions.

Supporting, troubleshooting, and resolving problems with hardware and software while delivering exceptional customer service

Triage and prioritize support requests based on urgency and business impact, to ensure prioritized responsiveness to needs.

Conduct support activities and customer interactions with a high degree of customer focus, professionalism, and courtesy to support company values and culture connectors in the delivery of service to valued Tucker team members.

Keep all customers, internal and external, informed of problem status and timelines throughout the process of maximizing transparency and engagement.

Ensure consistent control and monitoring of Tucker-owned equipment.

Provisioning and maintaining common IT assets, such as laptops, printers, phones, etc., and related inventory records in compliance with company standards; maintaining adequate levels of supplies to equip staff for their needs.

Maintain asset management records to reflect the procurement, assignment, and retirement of corporate assets, for security and cost management purposes.

Monitor, maintain, and upgrade systems when new versions are released and vetted. Troubleshoot as needed.

Ensure all Tucker employees are fully trained on, aware of, and proficient in utilizing corporate technologies (as relevant to their role) and understand best practices and policies related to IT processes and equipment.

Providing on-site and remote support leading up to and as part of new team member onboarding (NTMO);

Conduct new team member onboarding orientations to deliver a professional, thorough introduction to the Tucker IT environment ensuring that every new Tucker team member has appropriate access to required systems and resources.

Build and maintain a knowledge base of self-help work instructions, technical information, common issues, and resolutions to drive efficiency.

Continually and proactively protect, secure, and mitigate risks to Tucker systems, data, and users from cyber threats:

Apply security best practices and methodologies to minimize business risk and interruption.

Keep technical skills aligned with industry developments and best practices by recommending and attending training to ensure Tucker’s IT support structures and techniques are current.

Perform other related duties as assigned, to support team and organizational goals.

Collaboration

Collaborate with team members in other Tucker departments to create solutions and solve issues by ensuring to understand their requirements with first-pass efficiency.

Collaborate and engage with other IT team members, other Tucker departments, and vendors/partners as needed, to collect information about service requests to ensure that issues are properly defined and addressed, and to deliver exceptional customer service and network/systems reliability.

Support the IT team by providing backup support as needed.

Participate in on-call rotation for after-hours IT Support to provide extended coverage.

Participate in the development of end-user IT systems training to help staff understand how to use Tucker systems efficiently.

Qualifications and Education Requirements

3+ years of experience in an IT support role

3+ years administering and providing support within Microsoft Windows environment, including Microsoft Azure Virtual Desktop, Microsoft 365, and Active Directory

Ability to communicate technical information, both verbally and in writing to staff at varying levels of technical understanding

Demonstrated problem-solving skills

Strong organization, time management, customer service, and communication skills

Preferred Skills

Bachelor’s degree in IT, business, or related field

Microsoft certifications

Software development and scripting skills

Logistics/transportation industry experience

Equal Opportunity Employment:

Tucker Company is dedicated to promoting and supporting diversity within our workplace. We provide an environment that promotes respect, integrity, teamwork, achievement, and acceptance regardless of age, disability, education, gender, gender expression, gender identity, job level, marital status, military status, national origin, parental status, pregnancy, race, religion, sexual orientation, socioeconomic status, or other protected factors. Tucker Company is committed to equal employment opportunities and providing reasonable accommodations to applicants with physical and/or mental disabilities. Equal employment opportunity applies to all policies and procedures relating to recruitment, hiring, compensation, benefits, promotion, termination and all other terms and conditions of employment. Employees are encouraged to discuss equal employment opportunity-related questions and issues with People and Culture. The Company does not allow any form of retaliation against individuals who, in good faith, raise issues of equal employment opportunity.

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