Support Analyst (19474)
Job Details
Full Time
4 Year Degree
Up to 10%
Information Technology

RailPros is led and operated by an enthusiastic team of professionals with a history of service excellence. We understand that our employees drive our success that is why we are committed to employing the most experienced talented individuals, as well as promising newcomers into the industry.  RailPros looks for candidates who demonstrate dedication, discipline, and integrity. In return, RailPros provides competitive benefits and career advancement opportunities, from engineers to flaggers and project managers to trainers.  We are seeking an IT Helpdesk Technician to join our fast-growing team in Irving, TX.  

Under the direct supervision of the IT manager, this position provides help desk support and assists heavily in the areas of equipment set up.  Works with field service employees and managers to resolve data and technology use and access issues.

  • Attention to detail and timely follow through of assigned tasks
  • Creates and edits documents using Microsoft Excel, Word and Adobe Acrobat
  • Answers diverse phone calls with excellent customer service skills
  • Communicates  with field managers on report statuses
  • PC Support of office end-users and remote field users
  • Support, maintenance, setup and training of field users with Android tablets across the Midwest
  • Assist in finding, configuring, using and implementation of other applications that will enhance field user’s job function and/or streamline back office processing
  • Various other tasks as assigned by Information Technology Manager
  • participate in an on-call coverage rotation


  • Minimum 2+ Years supporting Windows desktop and laptop computers in a corporate environment
  • Minimum 2 Years experience supporting Office 365 environments
  • Minimum 2 Years experience with Microsoft Active Directory, and Windows server Group Policy
  • Minimum 2 Years experience managing and maintaining network switches, routers, and firewalls
  • Must be eligible to work for any US employer without sponsorship
  • Must be willing to participate in an on-call rotation
  • Ability to lift 15 pounds

Experience / Skills - Required

  • Ability to troubleshoot a wide variety of issues in a Windows-based environment including BSODs, drivers, as well as malware and crypto infections, and the Microsoft Office application suite
  • Overall familiarity with networking such as DNS, DHCP, NAT, and VLAN tagging
  • Experience supporting and troubleshooting Microsoft 365 Products including Office 365, Sharepoint, and Teams
  • Experience troubleshooting mobile devices in a managed environment (Android / iOS)
  • Understanding of common security best practices
  • Familiarity with Antivirus products such as Cylance and other threat mitigation techniques
  • Familiarity with email filtration products
  • Strong written and verbal communication skills
  • Willingness to learn and develop your own skills
  • Ability to solve problems independently and own a problem throughout the resolution process

Experience / Skills – Desirable

  • Management of Cisco ASA Firewalls
  • Experience with VMware vSphere and/or Microsoft Hyper-V virtual infrastructure administration and management
  • Scripting experience via PowerShell
  • Some experience with Mac OS is a plus
  • Certifications such as A+ or CCENT are a plus



Equal Opportunity Employer

RailPros, Inc. is an Equal Opportunity Employer and makes employment decisions on the basis of merit. Company policy prohibits unlawful discrimination based on race, color, creed, gender, religion, marital status, registered partner status, age, national origin or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, or any other consideration made unlawful by federal, state, or local laws.