Systems Support Analyst - Depot IT

ConGlobal is the go-to expert for multimodal, industrial terminal operations. ConGlobal has been firmly planted in the intermodal industry for more than half a century. From the time Malcom McLean brought the shipping container to the world, we’ve kept our finger on the pulse of the industry and the needs of our customers. The result is an ever-growing list of services that meet ever-evolving needs.

We are passionate about innovation and continue to lead the industry in developing and deploying products that enhance our operations, unlock new markets, and disrupt the status quo. We offer multi-modal expertise with operations across the U.S., Mexico, and Costa Rica and the largest depot terminal network in North America. We have industrial operations insights and specialized technology. We bring these assets together to unlock value, increase operational efficiency, and drive down costs.

The Depot Systems Support Analyst position is part of the IT Department and provides advanced technical support to container depot employees and operations. The role focuses on resolving depot system issues, customer rate and pricing problems, desktop support issues, and other technology problems that impact daily operations.

Key Responsibilities

• Provide Level 3 technical support for depot employees and operational teams.
• Troubleshoot depot management and operational system issues.
• Work with employees to gather issue details, reproduce problems, determine root causes, and coordinate resolutions.
• Identify and correct customer rate, pricing, billing rule, and customer-specific configuration issues.
• Work with Operations, Customer Service, and Billing to ensure customer rates and system configurations are accurate.
• Troubleshoot desktop, laptop, printer, network, application, and peripheral issues.
• Support Windows, Microsoft 365, email, Teams, printers, and business applications.
• Escalate software bugs and complex issues to development teams or third-party vendors.
• Document issues, troubleshooting steps, and resolutions in the IT ticketing system.
• Identify recurring issues and recommend system or process improvements.
• Assist with testing software updates, new features, rate changes, and system fixes.
• Provide guidance to Level 1 and Level 2 Help Desk personnel when needed.

Technical Qualifications

• Minimum of 5 years of IT help desk, application support, desktop support, or similar technical support experience.
• Minimum of 5 years of experience working within a container depot, intermodal, transportation, logistics, or similar operational environment.
• Working knowledge of SQL, including the ability to query databases, review data, troubleshoot system issues, and assist with correcting configuration or data-related problems.
• Working knowledge of JavaScript for reviewing, troubleshooting, and making modifications to system configurations, scripts, forms, or application functionality.
• Working knowledge of Python for troubleshooting, automation, data manipulation, system utilities, or integration-related tasks.
• Experience modifying and troubleshooting application configurations, customer-specific settings, rates, pricing rules, billing configurations, and operational workflows.
• Ability to analyze application issues across the user interface, configuration, database, and business-process levels.
• Ability to review system logs, application errors, database records, and other technical information to identify root causes.
• Experience working with software developers and third-party vendors to reproduce application issues and coordinate fixes.
• Ability to test configuration changes, software updates, scripts, and application fixes before deployment into production.
• Strong understanding of depot and logistics workflows, including gate activity, equipment inventory, repairs, customer rates, billing, and operational processes.
• Strong knowledge of Windows environments, Microsoft 365, Teams, OneDrive, SharePoint, and general desktop support.
• Strong documentation, communication, troubleshooting, and problem-solving skills.

Preferred Technical Experience

• Experience working with relational databases and Microsoft SQL Server.
• Experience with APIs, system integrations, JSON, XML, or similar data formats.
• Familiarity with PowerShell or other scripting and automation tools.
• Experience troubleshooting web-based business applications.
• Experience supporting internally developed or customized logistics applications.
• Experience working with development teams through software testing, issue tracking, and release processes.

Key Skills

Technical Troubleshooting • Depot System Support • Logistics Operations • Customer Rate Support • Desktop Support • Application Support • Microsoft 365 • Windows • Ticket Management • Root Cause Analysis • Operations Support

ConGlobal is an equal opportunity employer committed to creating a diverse and inclusive workplace. We value and celebrate the unique perspectives and contributions of individuals, and we prohibit discrimination and harassment based on any protected characteristic as defined by applicable federal, state, and local laws.

At ConGlobal, base pay for any candidate who successfully completes the selection process is determined by several factors, including but not limited to: location, business needs, job-related skills, experience, qualifications, and internal equity. We are committed to fair and competitive compensation practices and tailor our total rewards package to each individual’s background and the specific requirements of the role. This package may include a combination of base pay, incentive or bonus opportunities, and a full range of benefits such as medical, financial, and other wellness offerings—depending on the position and employment status.