Job Description

Junior Service Desk Analyst

Reports To: Service Desk Manager

Location: Chicago IL

Environment: Hybrid (4 days on-site 1 day remote)

Status: Exempt

Recognized by Gartner in their Modern 4PL Market Guide Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services data-centric network solutions and a seamlessly integrated platform we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether youre just starting your career or are an established professional looking for your next opportunity Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

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.

How You Make a Difference Everyday:

• 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

Youve Got This

• 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 creating GPOs a plus
• Experience managing mailboxes with O365 environments
• Experience deploying software with tools such as InTune and Group Policy

What We Offer:

• 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

Work Schedule:

This position is full-time and hybrid Monday through Friday from 8:00 AM to 5:00 PM with an hour break but flexibility is available based on coverage.

Compensation Range:

Salary Range:

$50000 - $60000

This position is eligible to earn annual incentives based on individual and company performance.

The estimated pay range reflects an anticipated range for this position. The actual base salary offered will depend on a variety of factors including the qualifications of the individual applicant for the position years of relevant experience specific and unique skills level of education attained certifications or other professional licenses held and the geographical location in which the applicant lives and/or which they will be performing the job.

Required Experience:

Junior IC

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