Desktop Support Specialist

CMA CGM, founded by Jacques R. Saadé, is a leading worldwide shipping group. Its 509 vessels call more than 420 ports in the world on all 5 continents. In 2018, they carried 20.71 million TEUs (twenty-foot equivalent units).

Now headed by Rodolphe Saadé, CMA CGM enjoys a continuous growth and keeps innovating to offer its customers new maritime, terrestrial, and logistical solutions.

With a presence in 160 countries and through its 755 agencies network, the Group employs more than 37,000 people worldwide, including 2,400 in its headquarters in Marseilles.

This position will be responsible to:

• Analyzes user input from phone calls and emails to create and assign Help Desk Tickets to them self or to the appropriate technical resource for resolution.
• Troubleshoots desktop or laptop computer problems to the hardware component or application access level and resolves any issues found in a timely manner and to the customer’s satisfaction.
• Updates their open Help Desk tickets as needed keeping customers informed of the progress at all times. Documents problem resolutions in the Help Desk application software for future reference.
• Setup and configure desktop or laptop computers for all new hires.
• Completes and submits to management a quality assurance checklist for every computer serviced to ensure that Company quality levels are maintained.
• Provides on-call assistance after hours for remote users and assists with resolving their computer issues. Completes and turns into management an on- call log that notes any issues addressed during their on-call rotation.
• Creates and maintains documentation pertaining to hardware or software installation procedures, computer asset tracking, loaner equipment, the shipping or receiving of equipment, RMAs, and software licensing.
• Miscellaneous related duties or projects as assigned.

Skill Sets / Education & Experience Requirements:

• Vocational or Technical Diploma required.
• Minimum of 1-3 years work experience required.
• Working knowledge of the Microsoft Windows operating systems
• Working knowledge of common desktop and laptop hardware to the component level
• General knowledge of the Microsoft Office applications
• Working knowledge of Ethernet and TCPIP network connectivity
• Working knowledge of the Internet and common Internet browser software
• Excellent customer service skills in person or over the phone
• Excellent verbal and written communication skills
• Good organizational skills
• Good time management skills
• Good microcomputer hardware and software troubleshooting skills
• Good peripheral equipment troubleshooting skills such as printers, copier and fax
• Good network connectivity troubleshooting skills
• Ability to stay calm and focused in a stressful environment
• Ability to work well on a Team
• Ability to lift and move a variety of computer equipment over short distances.
• Must be availble to work 8am-5pm, Monday thru Friday.

Skill Sets / Education & Experience Preferred:

• Associates Degree preferred.

Come along on CMA CGM’s adventure

CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.

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