Advanced IT Service Desk Analyst

United States Cold Storage, Inc.; Camden (NJ); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) Plan

Paid Time Off

Employee Assistance Program

Job summary

United States Cold Storage, Inc. is seeking an IT Service Desk II Analyst to provide advanced technical support across the US Cold network.

You will escalate incidents, collaborate with Infrastructure, Security, Applications, and Operations, and ensure timely resolution with excellent customer service. The role emphasizes troubleshooting, documentation, and continuous improvement while supporting end-user computing, enterprise apps, and endpoint technologies.

Qualifications

• Associate's degree, technical certification, or equivalent combination of education and experience.
• Minimum 2 years of experience supporting Service Desk operations, desktop support, or end-user computing environments.
• Experience troubleshooting Windows operating systems and Microsoft Office applications.
• Experience supporting Office 365/Microsoft 365 environments.
• Experience configuring and supporting laptops, desktops, printers, mobile devices, and peripherals.
• Strong customer service, communication, documentation, and problem-solving skills.
• Working knowledge of networking fundamentals and common troubleshooting methodologies.
• Ability to work independently while collaborating effectively across technical and business teams.

Responsibilities

• Deliver advanced technical support for hardware, software, operating systems, mobile devices, printers, collaboration tools, and enterprise applications.
• Manage incidents and service requests through their full lifecycle, ensuring accurate documentation, communication, and adherence to service level expectations.
• Troubleshoot and resolve endpoint, workstation, network connectivity, and application issues with minimal business disruption.
• Escalate complex technical issues to appropriate IT teams or vendors while maintaining ownership through resolution.
• Configure, deploy, maintain, and support desktops, laptops, mobile devices, peripherals, and related endpoint technologies.
• Support Microsoft 365 services, Active Directory, Intune, Azure, Exchange, and associated user administration activities.
• Assist with installation, maintenance, and operational support of network and infrastructure services.
• Support onboarding activities including equipment deployment, workstation setup, and user orientation to technology resources.
• Create and maintain knowledge base articles, technical documentation, and operational procedures.
• Mentor Service Desk Level I technicians through knowledge sharing and troubleshooting guidance.
• Identify recurring issues, automation opportunities, process improvements, and ticket reduction strategies.
• Collaborate with vendors and service providers to resolve technology issues and improve service reliability.
• Participate in on-call, after-hours, holiday, or shift support rotations when required.
• Travel occasionally to US Cold facilities to support projects, deployments, and onsite technical initiatives.

Skills

Customer service

Troubleshooting

Communication

Documentation

Problem-solving

Networking fundamentals

Education

Associate's degree or technical certification

Equivalent combination of education and experience

Tools

Windows operating systems

Microsoft 365

Active Directory

Intune

Azure

Exchange

Job description

United States Cold Storage, Inc. is seeking an IT Service Desk II Analyst to provide advanced technical support across the US Cold network.

You will escalate incidents, collaborate with Infrastructure, Security, Applications, and Operations, and ensure timely resolution with excellent customer service. The role emphasizes troubleshooting, documentation, and continuous improvement while supporting end-user computing, enterprise apps, and endpoint technologies.