Junior Service Desk Analyst

Redwood Logistics•Chicago, IL

2d•$50,000 - $60,000•Hybrid

About The Position

As Junior Service Desk Analyst working within Shared Services (one of our entities), you will be responsible for delivering IT services and support to the entire Redwood enterprise, with on-site presence at our Chicago headquarters and Monterrey, Mexico office and a virtual presence across all our other North America locations. Additional responsibilities include management of endpoints, software, and Redwoods BMC Remedyforce implementation, as well as Incident Management, Request fulfillment, and assisting security and engineering teams with project tasks as needed.

Requirements

Bachelors degree in IT or equivalent mix of related coursework and experience
Strong customer service and communication skills
Ability to document issues and troubleshooting steps clearly
Demonstrated understanding of basic and fundamental troubleshooting logic
Ability to work within a team environment
Experience using ticketing system
Experienced with hardware and software troubleshooting
Experience with Windows Management Instrumentation (WMI)
Working knowledge of Group Policy.
Experience managing mailboxes with O365 environments
Experience deploying software with tools such as InTune and Group Policy

Nice To Haves

Experience creating GPOs a plus

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
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

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