Diversified Logistics is currently seeking an IT Service Desk Technician to support our nationally distributed assets. The service desk consists of a centralized unit that supports the remotely deployed hardware and software that enable our successful operations. The service desk is the entry point for end user support requests and operates based on Information Technology Infrastructure Library’s [ITIL®] best practices. Our team members submit requests via phone calls, emails, chats, and our web support portal.

The service desk is responsible for remotely delivering support by creating, maintaining, and using knowledge, and performing troubleshooting to resolve, capture, report, or forward incidents or requests to applicable IT teams within the IT Organization. The unit supports a MS Windows environment, both hardware and software, as well as our proprietary Information System with Web, Android, iOS and native Windows versions.

The responsibility of the IT Service Desk Technician is to provide end users with technical computer support with the highest level of customer satisfaction. In some cases, the Specialist will forward service requests and escalate incidents to appropriate points of contact defined within the IT organization. The technician will collaborate to increase the overall organizational knowledge in pursuit of a highly effective and efficient organization. The right candidate will be able to observe and adapt to our core principles of Productivity, Value, Honesty, and Flexibility.

Position starts at $55,000-$60,000 a year

Responsibilities

• Resolve basic to advanced issues remotely that have been reported by the customer.
• Provide comprehensive Phone, Chat, Web Submission, and Email Support for the efficient resolution of incidents and requests of end-users.
• Install, Update and Remove software as required by growing and/or shifting business needs.
• Monitor the health of the Desktops, Laptops, and Tablets deployed within the organization.
• Add, Modify and Remove access to information assets in Active Directory and within our proprietary Information Systems.
• Assist other IT and cross-functional teams, in the resolution of IT related issues for all supported platforms.
• Attend training and gain knowledge of newly developed features within our proprietary Information System. Successfully leverage the ongoing training to assist our business units in adopting new functionality.
• Efficiently and accurately identify the customer’s specific information using provided templates and/or guidance.
• Document all required, pertinent information in the ticketing system in a way that captures the customer’s experience.
• Resolve service requests, or issues, as appropriate on the first point of contact or within the specified timeline.
• Meet required productivity expectations, including gathering information to gauge performance metrics.
• Route and escalate the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
• Possess the capacity to work independently and effectively while maintaining positive productivity levels.
• Maintain a positive relationship with fellow peers, cross functional teams, and leadership.
• Partner with other IT teams in the development, testing and implementation of commercially and internally developed solutions
• Maintain the ability to manage multiple responsibilities at once by focusing on one task while keeping track of others.
• Other duties assigned as necessary.

Qualifications

• Three plus year(s) of PC support, diagnostic/troubleshooting, and repair experience is required.
• High School Diploma
• Must have a working knowledge of PC operations which include Hardware, network settings, Microsoft operating system, and MS Office applications.
• Intermediate to expert skills supporting users remotely in a MS O365 environment.

Desired experience & skills:

• Associates degree in Information Technology or related discipline.
• Any Technical Certifications, i.e.: A+, NET+, ACMT, Microsoft Fundamentals, etc.
• Experience with supporting MS SQL Server and MS SSRS is highly desirable.
• ITIL v4 Foundations Certification.
• Familiarity with the LogMeIn platform.
• Any documented Information Security training.

About Us:

Our Company provides a variety of third-party labor services within the logistics industry. We are contracted to provide labor and direct operations for pallet manufacturing sites, as well as perform freight-unloading services (lumpers), trailer stripping and janitorial services in our customers' warehouses and distribution centers across the country. We do not own the sites where we work.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

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Job Type: Full-time