Service Desk Analyst (Remote)

About Our Client

The organization is a provider of customized transportation and logistics solutions across the United States, Mexico, and Canada. It addresses supply chain challenges by offering scalable services including transportation, intermodal services, contract logistics, and global trade management. Leveraging technology and a professional network, the company aims to enhance efficiency and reduce costs for its customers.

About the Opportunity

The Service Desk Analyst is responsible for providing first-level IT support to employees, ensuring timely resolution of technical issues and maintaining the technological infrastructure critical to organizational operations. This role serves as the initial point of contact for IT assistance, contributing to the smooth functioning of the IT environment and supporting remote and on-site staff.

Responsibilities

• Provide first-level technical support via phone, email, chat, and remote tools.
• Respond promptly to service requests and incidents with professionalism.
• Diagnose and resolve hardware, software, network, VPN, Microsoft 365, password, email, and account access issues.
• Manage support tickets and document troubleshooting procedures.
• Escalate complex issues to higher-level support teams as needed.
• Install, configure, and maintain IT equipment including desktops, laptops, monitors, and mobile devices.
• Provision employee accounts and manage user permissions following security standards.
• Support enterprise applications including Microsoft Windows, Microsoft 365, Active Directory, Microsoft Entra ID, and Exchange.
• Perform password resets and access modifications.
• Aid with software installations, updates, and application training.
• Maintain IT asset inventory.
• Troubleshoot remote employee connectivity and equipment issues.
• Maintain confidentiality and deliver exceptional customer service.

Requirements

• High school diploma or equivalent required; Associate's or Bachelor's degree in IT or related field preferred.
• Experience in Service Desk, Help Desk, Technical Support, or IT Support preferred.
• Strong knowledge of Windows operating systems and Microsoft Office 365.
• Experience with Active Directory, Microsoft Entra ID, Microsoft Exchange, VPN, and remote desktop tools.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Experience with IT Service Management platforms such as ServiceNow or Jira.
• Ability to troubleshoot hardware, laptops, printers, mobile devices, and peripherals.
• Excellent communication and problem-solving skills.
• Ability to manage multiple support requests efficiently and work independently or in a team.
• Commitment to outstanding customer service.
• Preferred certifications include CompTIA A+, Network+, Microsoft, or ITIL.
• Experience supporting hybrid and remote work environments is advantageous.
• Knowledge of endpoint management and enterprise security practices.

Pay Range and Compensation Package

Salary: $40 - $45 per hour

Benefits & Perks

• Competitive salary
• Performance-based annual bonus
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan with company matching
• Paid vacation, personal days, company holidays, and sick leave
• Life and disability insurance
• Employee Assistance Program (EAP)
• Professional development and certification reimbursement
• Paid technical training and continuing education
• Career advancement opportunities within IT
• Employee referral bonus program
• Remote work flexibility where applicable
• Company-provided laptop and necessary equipment
• Wellness programs and employee discounts
• Tuition assistance for eligible employees
• Recognition and employee appreciation programs

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.