Service Desk Analyst - On-site

About the role

MODE Global is the 5th largest truckload broker and largest non-asset intermodal provider in North America. With over 200 agents/offices distributed from coast to coast, MODE Global operates under a family of businesses and brands, delivering as a premier full-service solutions provider to the logistics industry. We are currently hiring a IT Service Desk Analyst to provide service desk support to our corporate and agency customers, and complete PC lifecycle desktop support for our corporate customers in our Dallas, TX Office.

Responsibilities

• Performs all change/add/move activities related to new user accounts, terminations, and Exchange distribution lists
• Provides technical support for Office 365 email, Office products, and Microsoft Windows and Macintosh operating systems to all end users
• Responsible for all PC lifecycle activities for corporate users: PC imaging and configuration, software installs, data backup, hardware support, and all office moves/remote deployments
• Troubleshoots issues with corporate printing and scanning devices and contacts vendor dispatch as required
• Supports the MODE Global RingCentral phone system, including setting up new users in the system, deactivating unused extensions, provisioning phone hardware, and RingCentral communication applications in the desktop environment
• Supports customers 24/7 on a rotating on-call schedule
• Assists Infrastructure team as required to resolve systems issues
• Meets or exceeds established service level agreements for initial contact and time to resolution for all issues
• Assist in office workstation organization and setup
• Assist infrastructure team with office network \ server closest management
• Assist infrastructure team with office Wireless network trouble shooting