IT Support Helpdesk Software Specialist

ACME Truck Line Inc•Gretna, LA

1d•Onsite

About The Position

Acme Truck Line is seeking an experienced IT Support Lead / Helpdesk & Software Support Specialist to help manage day-to-day technology support for our corporate and terminal staff. This role involves leading helpdesk activities, providing troubleshooting for various IT issues, and offering specialized support for McLeod TMS and other internal software. The position also includes coordinating with vendors and MSPs, managing IT inventory, supporting compliance and cybersecurity efforts, and assisting with application management and corporate IT infrastructure.

Requirements

5+ years of IT support, helpdesk, or end-user technology support experience.
Strong troubleshooting skills for common hardware, software, network, and user access issues.
Experience supporting business applications and guiding users through software-related issues.
Strong communication skills with the ability to explain technical issues in a clear, user-friendly way.
Ability to work with vendors, MSPs, and internal teams to drive issues to resolution.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced business environment.
Service-oriented mindset with a strong focus on supporting internal users.

Nice To Haves

Experience supporting McLeod TMS or other transportation management systems.
Experience in the trucking, logistics, transportation, or supply chain industry.
Familiarity with cybersecurity tools, endpoint protection, patching, device compliance, and user adoption initiatives.
Experience managing IT inventory and device lifecycle processes.
Experience working with managed service providers and software vendors.

Responsibilities

Lead and support day-to-day helpdesk activities for internal staff and terminal users.
Provide basic IT troubleshooting for desktops, laptops, printers, phones, network connectivity, user access, and common business applications.
Respond to user support requests in a timely, professional, and service-focused manner.
Ensure issues are properly documented, tracked, escalated, and resolved.
Work with the IT Manager to support daily technology operations across Acme Truck Line.
Provide end-user support for McLeod TMS issues, questions, and process-related needs.
Guide users through McLeod problem resolution and proper system usage.
Work closely with the McLeod Analyst for escalations, advanced troubleshooting, and additional support.
Coordinate with McLeod Support and other software vendors as needed to resolve user and system issues.
Support internal software processes and help departments improve adoption, consistency, and usability.
Work directly with software vendors to assist in resolving application issues.
Coordinate with the company’s Managed Service Provider on IT support issues.
Follow up on open vendor and MSP tickets to ensure timely resolution.
Communicate issue status, next steps, and resolutions to users and management.
Manage and maintain internal IT inventory, including computers, devices, peripherals, and related equipment.
Support device compliance efforts based on company guidance and standards.
Help ensure devices are brought into compliance with company technology and cybersecurity requirements.
Monitor end-user adoption of cybersecurity initiatives, tools, and guidelines.
Assist with user education and follow-up related to cybersecurity best practices.
Monitor and manage internal applications for upgrades, patching, serviceability, and general usability.
Assist with application access, configuration, and user support.
Support the internal IT structure of the corporate office in Gretna.
Work with other departments to provide IT guidance, process support, and technology recommendations.
Help identify recurring issues and recommend improvements to systems, processes, and user training.