Service Desk Analyst
About The Position
Are you a customer-focused problem solver with a passion for technology and end-user support? CJ Logistics is seeking a proactive Service Desk Analyst to serve as a critical first point of contact for all technology-related issues across our organization. This hybrid role is perfect for a collaborative team player who can execute troubleshooting procedures and bridge the gap between technical issues and timely resolutions. Why You'll Love This Role: You'll work with a Corporate IT team that values high-level customer service and collaborative technical support.Every day presents new opportunities to diagnose routine issues, manage system infrastructure, and make a measurable impact on our operational efficiency.
Requirements
- Bachelor's Degree or equivalent experience.
- 2+ years of work experience or equivalent preferred.
- Strong interpersonal communication and collaboration skills.
- Excellent time management and the ability to prioritize work effectively.
- Considerable up-to-date knowledge of computer and networking hardware and software.
- Understanding of basic IT security principles, including phishing awareness and data protection.
- Ability to provide application support to the user community using remote support tools.
- Considerable skills in creating and maintaining user self-help, technical, and procedural documentation.
- Focus on excellent customer service and needs of the user community.
- Reliable and cooperative team player; displays consideration and respect for others.
- Displays tact, patience, and the ability to handle stressful situations while demonstrating a sense of urgency.
- Sit for prolonged periods of time at a desk while working on a computer.
- Occasionally stand, walk, reach, stoop, or lift up to 35 pounds during equipment installs.
- Use hands and fingers to operate a keyboard, mouse, and telephone
- Speak and hear clearly in person, virtually, and over the phone
Nice To Haves
- Previous experience with distribution center systems (WMS, TMS, etc.) is ideal.
Responsibilities
- Serve as the first point of contact for IT issues via telephone, email, and the ServiceNow/Zoom helpdesk systems.
- Perform initial diagnosis and resolution for routine issues, including password resets, account lockouts, and basic desktop hardware/connectivity.
- Oversee and respond to hardware and software faults for Windows/Linux servers and network devices, as well as IBM iSeries (AS/400).
- Support and maintain user account information, including rights, security, and system groups.
- Adhere to service level agreements for incident response and ensure all problems are documented and tracked through resolution.
- Document, track, and monitor problems from initial contact through to resolution to ensure timely and effective service delivery.
- Support and maintain user account information, including rights, security, and system groups.
- Oversee and troubleshoot system-related issues in coordination with local and field resources.
- Perform backup, recovery, and tape management for AS/400 (iSeries) and Windows and Linux Servers utilizing appropriate software tools.
- Perform systems tasks as detailed in shift checklist.
- Contribute to the documentation and maintenance of all computer system configurations, processes, and procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
