Technology Service Desk Tech I

The Technology Service Desk Technician I works independently and as part of the Service Desk team to support and maintain Echo technology. This role serves as the initial point-of-contact for internal customers reporting various IT issues and opens, categorizes, and triages service interactions coming into the Service Desk. It is pertinent that this person demonstrate mastery of all Echo business functions, applications and technology. They must exhibit exceptional communication skills in all customer and team interactions and offer excellent customer support. They are responsible for ensuring that all requests and problems are resolved and/or escalated and in a timely manner.

Job Duties & Responsibilities:

·Customer Service – give every customer exceptionally courteous and pleasant communication, timely resolution, professional demeanor, deliver instructions, and training

·Application Support - administer user accounts, on/off boarding, maintenance activities, triage, test, document

·Audio/Visual Support – basic support and troubleshooting

·Printers – install network printers and provide assistance with issues

·Teamwork - build processes, build procedures, build knowledge base material, cross train, support team efforts

·Perform additional duties to meet the needs of the business

Required Technical Skills:

·Experience supporting Windows 11,O365, Active Directory, and MS Exchange Admin Center and O365 Admin Center, Mimecast, Jabber ( or similar tools ), ServiceNow ( or similar ITSM tools )

Required Skills:

·Excellent verbal and written communication skills

·Exceptional customer service skills

·Strong Problem-Solving skills

·Self-managed, motivated and team-oriented

·Ability to multi-task in a fast paced, fluid work environment

·Ability to follow tasks through to their completion with a high degree of accuracy and quality

Preferred Skills:

·2-Year College Degree or Industry certifications: CompTIA A+, Network+ with at least 1-2 years of relevant working experience or a 4-year college degree

·Imaging and software deployment using MS Intune

·User, account, and software administration for virtual private network tool Global Protect

·Basic knowledge with storage technologies

·Working knowledge of IP phone configuration

·Basic knowledge of Cisco UCM and Unity administration

·Basic knowledge of the ITIL framework and components

·Basic knowledge of virtualization

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 workday. The employee is regularly required to sit, talk, and listen to customers during interactions.

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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