Service Desk Analyst

Redwood Logistics•Chicago, IL

17d•$75,000 - $85,000•Hybrid

About The Position

As a 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
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

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

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