Help Desk Support

SOLERITY INC is seeking a Help Desk Support professional to provide blended Tier 1 and Tier 2 assistance while also supporting functional analysis activities for enterprise applications. This hybrid role in O'Fallon, IL brings helpdesk troubleshooting, requirements analysis, and software testing together, with close collaboration between end users and the software development team.

In this position, you will help users get the most from core system modules, handle access request workflows, and support continuous improvement through documentation, testing, and feedback on system pain points. You will also participate in agile ceremonies and quality assurance efforts to ensure new functionality is validated and delivered effectively.

Key Responsibilities

• Provide Tier 1 and Tier 2 support by responding to user questions, troubleshooting system issues, and guiding users through application features and workflows
• Process access requests in ETA/TEAMS, including role elevation memos and location-related approvals
• Support users with navigation and functionality across multiple system modules
• Act as a functional liaison to the development team by analyzing user needs, identifying system pain points, and recommending workflow and design enhancements
• Perform software testing, including writing and executing test cases, validating features, and identifying and reporting defects
• Participate in test planning, sprint reviews, and other quality assurance activities
• Create and maintain system documentation, SOPs, and user training materials
• Develop and maintain training assets and user guides, delivering virtual or in-person training as needed
• Participate in sprint planning, demos, and backlog grooming
• Collaborate with internal stakeholders to prioritize user needs and support new feature rollouts

Requirements

• U.S. Citizenship
• Active DoD Secret clearance
• Associate’s degree or an equivalent combination of education and professional experience
• 4+ years of relevant experience in functional analysis, software support, or user services
• Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills, with a focus on clarity, professionalism, and responsiveness
• Self-motivated and proactive, with a commitment to high-quality support and continuous improvement
• Proficiency in the Microsoft Office Suite, including Excel, Word, and PowerPoint
• Strong interpersonal and translation skills, with the ability to convert business needs into clear, actionable requirements
• Familiarity with the Joint Container Management (JCM) system
• Experience with shipping container logistics or container management operations
• Working knowledge of: ServiceNow (helpdesk ticketing), JIRA (Agile task management), workflow diagramming, and SQL for data query and updates
• Advanced proficiency in: Excel (pivot tables, formulas, data functions), PowerPoint (workflow diagramming), and Word (professional documentation)
• Experience with software testing and creating test plans
• Advanced certifications such as CompTIA Security+, ITIL, or related credentials

Technologies

• ETA, TEAMS
• JIRA
• ServiceNow
• SQL
• Microsoft Office Suite (Excel, Word, PowerPoint)
• CompTIA Security+, ITIL

Benefits

• Medical, dental and vision coverage
• Health Savings Accounts and Flexible Spending Accounts for healthcare and dependent care
• Flexible work schedule to include onsite, hybrid or remote, as dictated by position
• 401(k) and company-funded life insurance
• Generous Paid Time Off (PTO)
• Tuition and training assistance
• Financial rewards for employee referrals
• Pet insurance
• Employee discount program

Location: O'Fallon, IL (hybrid). Compensation: USD 55,000 - 65,000 per year. Minimum experience: 4 years. Education: Associate’s degree.

Desired Qualifications

• Bachelor’s degree in business/information systems, logistics, or a related field
• Familiarity with the Joint Container Management (JCM) system
• Experience with shipping container logistics or container management operations
• Working knowledge of: ServiceNow (helpdesk ticketing), JIRA (Agile task management), workflow diagramming, and SQL for data query and updates
• Advanced proficiency in: Excel (pivot tables, formulas, data functions), PowerPoint (workflow diagramming), and Word (professional documentation)
• Experience with software testing and creating test plans
• Advanced certifications such as CompTIA Security+, ITIL, or related credentials