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About the role
- Service Desk Analyst providing IT support and services for Redwood Logistics across North America. Responsible for troubleshooting, documenting processes, and collaborating with various teams.
Responsibilities
- Collaborate with management and internal teams to deliver best-in-class service throughout the organization
- Make End User Support more effective and efficient
- Inform management of technology trends, best practices, pitfalls, etc.
- Identify opportunities to streamline and automate procedures
- Document processes, procedures, system designs, and user how-to knowledge base articles
- Conduct regular audits of hardware and software assets, as well as user accounts and licenses
- Acquire new computers, manage the existing laptop and desktop fleets, and work with vendors to repair and return to service any faulty devices
- Manage physical phones and softphones, including telephony system management tasks within Cisco Call Manager (CUCM)
- Process standard onboarding, offboarding, and access change requests of Redwood staff
- Provide First-level support of existing business applications
- Manages hardware and software assets as well as assent management processes. Maintains and improves the software deployment process and assists in new computer deployment images.
- Ensure PCs are patched and functioning at a high level
- Adherence to all documentation and administrative responsibilities.
- Identifies opportunities to improve security throughout the organization.
- Informs management of trending threat potentials and zero-day vulnerabilities and provides recommended action plans
- Functions as a subject matter expert on laptops and desktops computing technologies.
- Keeps management informed and make recommendations that promote the overall effectiveness of the IT services offered to the business
Requirements
- Bachelors degree in IT or equivalent mix of related coursework and experience
- 2-3 years managing and troubleshooting Microsoft Windows workstations in a corporate environment
- 1-3 years experience on a help desk / service desk team in a corporate environment using a formal ticketing platform
- Exceptional hardware and software troubleshooting abilities
- Experience with Windows Management Instrumentation (WMI) and the WMIC. WQL experience preferred
- Demonstrated experience managing user and computer objects in Active Directory and Entra
- Working knowledge of Group Policy. Experience creating GPOs a plus
- Demonstrated experience managing mailboxes with O365 environments
- Working knowledge of TCP/IP networking and related technologies, including DNS, DHCP, route, switch, and VPN. Candidate must thoroughly understand IP addressing and subnetting and have a conceptual understanding of the difference between VLANs and subnets
- Experience managing components of cloud platforms and infrastructure, including AWS and Azure
- Experience using PowerShell to conduct and automate routine tasks. The ideal candidate will know how to perform all the standard ADUC tasks via PowerShell, as well as connect to O365 with PowerShell for user, group, and license management
- Experience deploying software with tools such as InTune and Group Policy
Benefits
- Access to experts and resources for your Learning & Development journey
- Opportunity for internal mobility
- Employee referral bonus program
- Employee Resource Groups (ERGs)
- Annual fundraising and volunteer events to give back to communities
- Paid time off, floating holidays, time off to volunteer and rollover
- Paid parental leave
- Medical, dental, vision and 401k plans (with match)
- Flexible spending account, mass transit and dependent care plans available
- Health savings account, with a annual company contribution for plan participants
- Short-term and long-term disability; life insurance policies subsidized by company
- Additional benefits including pet insurance, accident care, access to legal advice and more
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