IT Service Desk Analyst II

Atlas Van Lines • Evansville, IN

1d • Onsite

About The Position

We’re looking for a customer-focused IT Service Desk Analyst II to join our IT team and serve as the primary point of contact for end-user technology support. In this role, you’ll play a key part in ensuring our systems, applications, and services operate smoothly so users can focus on their work. You’ll handle incoming support requests, troubleshoot technical issues, and ensure incidents are resolved efficiently or escalated appropriately to meet service level agreements (SLAs). This role requires strong technical fundamentals, excellent communication skills, and the flexibility to support rotating shifts and after-hours on-call coverage as needed.

Requirements

• High school diploma or GED required.
• 2–4 years of experience in a technical support or help desk role, preferably in a corporate environment, or an equivalent combination of education and experience.
• Strong working knowledge of computer hardware, operating systems, and standard business applications.
• Familiarity with ITIL principles and service management best practices.
• Strong customer service, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced support environment.

Nice To Haves

• Experience with Microsoft Office 365, Active Directory, and Remote Desktop preferred.
• Experience with service desk/ticketing systems and mobile device support is a plus.
• ServiceNow experience is preferred.

Responsibilities

• Serve as the first point of contact for IT service desk requests via phone, web portal, email, and chat, providing timely, courteous, and effective support.
• Support users—including agents, subsidiaries, and PVOs—by resolving basic to moderately complex technical issues and service requests.
• Build rapport with end users by actively listening, gathering detailed problem information, and setting clear expectations.
• Diagnose and troubleshoot hardware, software, and application issues using remote support tools and diagnostic utilities.
• Test and validate solutions to ensure incidents are fully resolved before closure.
• Prioritize incidents and service requests according to defined processes to meet established SLAs.
• Research solutions using internal documentation, knowledge bases, and external resources as needed.
• Perform end-user security and application account administration, escalating issues with complete and accurate documentation when necessary.
• Contribute to and maintain the service desk knowledge base and stay current on both new and legacy Atlas applications through ongoing training.
• Maintain content on the AtlasNet website and alert leadership to recurring issues or emerging incident trends.
• Stay informed about the software, hardware, and systems supported by the organization.
• Participate in after-hours and on-call rotations and perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage for employees and dependents
• Employee Assistance Programs with a strong focus on mental health
• 24/7 access to a licensed therapist
• Wellness programs with employee perks
• Onsite Fitness Center and Medical Clinic
• Generous 401(k) matching retirement plan
• Pre-tax savings options including HSA and FSA
• Tuition assistance
• Financial wellness resources through our Employee Assistance Program
• Paid time off including vacation, sick leave, parental leave, holidays, and disability leave
• Free online training via a modern learning and development platform
• A company-wide mentorship program
• Internal employee organizations
• Continuous learning opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees