Service Desk Analyst

About the Company

The client specializes in tailored transportation and logistics solutions across the US, Mexico, and Canada, focusing on supply chain challenges through scalable services such as transportation, intermodal, contract logistics, and global trade management. Their use of technology and a broad professional network aims to drive efficiency and cost reduction for customers.

Job Overview

The Service Desk Analyst will deliver first-level IT support across the organization, facilitating prompt resolution of technical problems and sustaining the essential technology infrastructure. Acting as the frontline support for IT issues, this role supports both remote and on-site teams to ensure seamless IT operations.

Primary Responsibilities

• Provide technical assistance via phone, email, chat, and remote tools.
• Respond quickly and professionally to IT service requests and incidents.
• Troubleshoot issues related to hardware, software, network, VPN, Microsoft 365, passwords, email, and account access.
• Document and manage support tickets and resolution steps.
• Escalate complex problems to senior support personnel.
• Install, configure, and maintain desktops, laptops, monitors, and mobile devices.
• Manage employee account provisioning and user permissions in line with security protocols.
• Support enterprise applications including Microsoft Windows, Microsoft 365, Active Directory, Microsoft Entra ID, and Exchange.
• Perform password resets and access changes.
• Assist with software installations, updates, and end-user training.
• Maintain an accurate IT asset inventory.
• Resolve connectivity and equipment issues for remote workers.
• Monitor systems, report recurring problems, and contribute to knowledge bases.
• Follow IT service management processes and security best practices.
• Support system upgrades, deployments, and IT enhancement projects.
• Collaborate with IT peers to meet service level agreements.
• Ensure confidentiality and deliver excellent customer service.

Qualifications

• Minimum of high school diploma or equivalent; Associate's or Bachelor's degrees in IT or related fields preferred.
• Preferred background in Service Desk, Help Desk, Technical or IT Support.
• Strong familiarity with Windows OS and Microsoft Office 365 suite.
• Experience working with Active Directory, Microsoft Entra ID, Exchange, VPN, and remote desktop applications.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, Wi-Fi, and VPN protocols.
• Experience with IT Service Management tools like ServiceNow or Jira.
• Capability to troubleshoot hardware such as laptops, printers, mobile devices, and peripherals.
• Excellent communication and analytical problem-solving skills.
• Ability to handle multiple support issues efficiently and work autonomously or within teams.
• Strong customer service commitment.
• Certifications such as CompTIA A+, Network+, Microsoft, or ITIL are advantageous.
• Experience supporting hybrid and remote work setups is beneficial.
• Knowledge of endpoint device management and corporate security policies preferred.

Compensation

The pay rate ranges from $40 to $45 per hour.

Benefits

• Competitive hourly salary.
• Annual bonuses based on performance.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) plan with company match.
• Paid vacation, personal days, company holidays, and sick leave.
• Life and disability insurance coverage.
• Access to Employee Assistance Programs.
• Reimbursement for professional development and certifications.
• Paid technical training and continuous learning opportunities.
• Pathways for IT career growth.
• Employee referral incentive program.
• Flexible remote work options.
• Company-supplied laptop and necessary equipment.
• Wellness initiatives and employee discounts.
• Tuition assistance for qualified employees.
• Programs recognizing employee appreciation and achievements.

Equal Opportunity Commitment

The client is dedicated to diversity and inclusiveness, providing equal employment opportunity irrespective of race, color, religion, gender identity or expression, sexual orientation, or national origin. All qualified candidates will be considered without discrimination.