Technology Service Desk Tech III

The IT Service Desk Technician III works independently and as part of the Service Desk team to support and maintain Echo technology.  This role serves as the third point-of-contact for end users reporting various IT issues and also as an escalation point to members of the Service Desk.  It is pertinent that this person demonstrate mastery of all Echo business functions, applications and technology as well as expert level knowledge of at least three core areas of Echo technology.  They must exhibit strong communication skills in all customer and team interactions and offer exceptional customer support.  They are responsible for ensuring that all problems and solutions are escalated and communicated in a timely manner.  This role is a critical connection/transition point between the Service Desk and the technical IT Departments and experts.    

Job Duties & Responsibilities:

• Customer Service - communication, timely resolution, professional demeanor, deliver instructions, and training    
• Application Support - administer user accounts, on/off boarding, maintenance activities, triage, test, document    
• Desktop Support - install, troubleshoot, configure, assembly/disassembly, imaging    
• Teamwork - build processes, build procedures, build knowledge base material, cross train, support team efforts    
• Subject Matter Expertise - expertise in multiple areas of Echo IT   
• Site Support - lifecycle refresh, technical support

Required Skills:

• Lead a team of technicians to reduce ticket backlog through phone calls/emails to end users.
• Motivate and guide the members of the service desk team to maintain the highest level of performance and instill in a customer service culture.
• Assist creating and managing service request workflows and incident tracking processes in the ServiceNow ITSM tool.
• Good working knowledge of ServiceNow and ServiceNow Reporting for, identifying trends, and providing recommendations for service improvements
• Maintain the service desk software (ITSM Tool) by identifying trends and accurately capturing details to enable the incident Management function to improve IT processes and systems through accurate reporting.
• Provide white glove service for our executive staff, with a sense of urgency.
• Prioritize, analyze incidents, and request for proper escalation (when required) to an appropriate team.
• Set up and support audio/video conferences and meetings.
• Manage, triage, troubleshoot, and document incoming incidents and requests from end users in a courteous manner - incidents/requests will come in via company portal, phone, emails, and walk-ups

Preferred Skills:

• Associates, or Bachelors Degree in an IT related discipline (preferred).
• 3-5 years of experience as a service desk professional.
• Experience supporting C-Suite executives and senior management.
• CompTIA Certifications are a plus.
• Knowledge of Information Technology Service Management (ITSM) system preferably ServiceNow.
• Exchange/Office 365 administration experience.
• Customer Service/Service industry experience.
• MS Office Suite support.
• Active Directory experience.
• Audio/video experience.
• Strong interpersonal and communication skills.

Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.

Work environment/physical demands summary:

This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran. 

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