Service Desk Analyst

About the Company

Universal Logistic Inc. is a prominent provider of tailored transportation and logistics solutions across the US, Mexico, and Canada. Operating as an asset-light service, they offer scalable supply chain services, including transportation, intermodal, contract logistics, and global trade management. Utilizing advanced tech and a broad professional network, they aim to boost customer efficiency and reduce costs.

Job Overview

The organisation is seeking a dedicated and customer-oriented Service Desk Analyst to join their IT department remotely on a full-time basis. This key role involves being the initial point of contact for IT support, ensuring seamless technical assistance to staff.

Responsibilities

• Deliver first-level technical support via phone, email, chat, and remote tools.
• Promptly manage incoming service requests and incidents with professionalism and friendliness.
• Troubleshoot and resolve hardware, software, printer, network, VPN, Microsoft 365, password, email, and account access problems.
• Create and update support tickets documenting all troubleshooting procedures and solutions accurately.
• Escalate complicated issues to second or third-tier technical teams as needed.
• Install, configure, and maintain desktops, laptops, monitors, mobile gadgets, printers, and other devices.
• Set up new employee accounts, manage user permissions, and ensure compliance with security protocols.
• Support systems including Microsoft Windows, Microsoft 365 apps, Active Directory, Microsoft Entra ID, Microsoft Exchange, VPN, and other enterprise software.
• Manage password resets, user accounts, and access rights.
• Assist with software installation, updates, and provide basic user training.
• Keep an updated IT asset inventory, monitoring equipment allocation and returns.
• Provide support to remote workers resolving connectivity and hardware challenges.
• Monitor system alerts and report recurring issues to enhance IT service quality.
• Contribute to creation and upkeep of knowledge base articles and user guides.
• Adhere to IT service management processes, company policies, and cybersecurity best practices.
• Participate in system upgrades, software deployments, and tech improvement initiatives.
• Collaborate closely with IT colleagues to meet service level agreements consistently.
• Maintain confidentiality and professionalism while delivering exceptional customer service.

Requirements

• Minimum of high school diploma or equivalent; Associate's or Bachelor's in IT or related field is advantageous.
• Prior experience in Service Desk, Help Desk, Technical or IT Support roles preferred.
• Proficient with Windows OS and Microsoft Office 365.
• Experience supporting Active Directory, Microsoft Entra ID (Azure AD), Microsoft Exchange, VPN, and remote desktop solutions.
• Familiarity with networking basics such as TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
• Competent with IT service management tools like ServiceNow, Jira Service Management, or similar ticketing platforms.
• Skillful in troubleshooting desktops, laptops, printers, mobiles, and peripherals.
• Strong verbal and written communication capabilities.
• Excellent problem-solving aptitude and ability to work independently and collaboratively.
• Efficient in prioritizing workload and managing multiple support issues simultaneously.
• Dedication to delivering outstanding customer support.
• Preferred certifications include CompTIA A+, Network+, Microsoft, or ITIL.
• Experience with hybrid and remote workplace support.
• Knowledge of endpoint management and device deployment.
• Understanding of enterprise security measures and multi-factor authentication.

Work Environment

The role supports remote, hybrid, or office-based settings influenced by company needs. Remote employees must maintain a stable high-speed internet connection and a confidential, dedicated workspace. Standard working days are Monday to Friday, with occasional after-hours or weekend support during critical incidents or maintenance.

Compensation and Benefits

• Hourly pay range: $40 to $45.
• Competitive salary complemented with performance-linked annual bonuses.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan including company match.
• Paid vacation, sick leave, personal days, and official holidays.
• Life and disability insurance coverage.
• Employee Assistance Program (EAP).
• Support for professional growth with certification reimbursements and technical training.
• Opportunities for career progression within the IT division.
• Employee referral incentive program.
• Flexibility for remote work where applicable.
• Company-provided laptop and necessary equipment.
• Participation in wellness initiatives and access to employee discounts.
• Tuition support for eligible staff.
• Recognition and appreciation programs for employees.