IT Service Desk I

United States Cold Storage, Inc.•Camden, NJ

6d•$55,000 - $60,000•Hybrid

About The Position

The IT Service Desk I Analyst serves as the first point of contact for end-user technology support across United States Cold Storage. Reporting to the Associate Manager, Service Desk, this role provides front-line technical assistance for hardware, software, mobile devices, collaboration tools, and end-user computing technologies. The successful candidate will combine strong customer service skills with a solid technical foundation to ensure employee technology issues are resolved efficiently and professionally. This position is ideal for an individual seeking to grow their IT career while supporting a diverse enterprise technology environment.

Requirements

Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
A+ Certification or a minimum of two years of experience in an IT support environment.
Strong customer service orientation and professional communication skills.
Good analytical, troubleshooting, and problem-solving abilities.
Familiarity with Microsoft Windows operating systems and common productivity software.
Ability to manage challenging support situations in a professional and customer-focused manner.
Strong organizational skills and attention to detail.
Ability to work independently and collaboratively within a team environment.

Nice To Haves

Experience supporting Active Directory, Microsoft Exchange, and Microsoft 365 environments.
Familiarity with macOS operating systems.
Experience supporting Cisco phone systems.
Experience with Service Desk platforms, ticket management, and escalation processes.
Technical writing and documentation experience.
General awareness of project management and business operations.
Demonstrated commitment to learning new technologies and expanding technical capabilities.

Responsibilities

Provide first-level technical support to internal users for hardware, software, networking, and end-user technology issues.
Diagnose, troubleshoot, and resolve issues involving desktops, laptops, printers, mobile devices, tablets, and phones.
Respond to user inquiries through phone, email, remote support, and in-person interactions while delivering a high level of customer service
Create, manage, document, and maintain Service Desk tickets, ensuring complete and accurate records of issues and resolutions.
Escalate incidents and service requests to appropriate support teams while maintaining communication and follow-up through resolution.
Support new employee onboarding by assisting with workstation setup, equipment deployment, software installation, and basic user training
Configure, image, deploy, and maintain desktops, laptops, and related endpoint technologies.
Develop and maintain knowledge base articles, standard operating procedures, and technical documentation.
Identify opportunities for process improvement, ticket reduction, and operational efficiency.
Continuously develop technical expertise and remain current on emerging technologies and best practices.
Travel occasionally to US Cold facilities to provide onsite technical support and deployment assistance.
Participate in on-call, weekend, holiday, and after-hours support rotations as required