IT Service Desk II

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

Who We Are

US Cold owns and operates one of the most complex temperature-controlled logistics networks in North America. Every day, our systems coordinate the storage and movement of food at national scale across a network of state-of-the-art distribution centers, including multiple highly automated warehouse facilities.

We continue to advance our core warehouse and logistics platforms. Our current focus is on modular, event-driven, API-first and cloud architectures. We continue to enhance reliability and accelerate engineering productivity by strengthening our SRE and AI practices. This is a large investment in innovation to continue to drive operational excellence at our facilities.

If you want to build durable systems that operate in the physical world at scale, this is that opportunity.

The Role

The IT Service Desk II Analyst provides advanced technical support for end-user computing, collaboration tools, endpoint technologies, and enterprise applications across the US Cold network. Reporting to the Associate Manager, Service Desk, this role serves as a key escalation point for technical incidents and service requests, ensuring timely resolution and exceptional customer service.

This position works closely with Infrastructure, Security, Applications, and Operations teams to maintain a stable, secure, and productive technology environment. The ideal candidate combines strong troubleshooting capabilities, customer-focused communication skills, and a commitment to continuous improvement.

What You Will Own

• 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.

Required Qualifications

What We're Looking For

• 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.

Preferred Qualifications

• A+ Certification.
• Experience with Active Directory, Exchange, Intune, and Microsoft Azure administration.
• Experience supporting macOS devices.
• Familiarity with ITIL practices and service management frameworks.
• Technical writing and knowledge management experience.
• Experience working with vendor support organizations and managed service providers.

Why This Role Is Different

• Support technology operations that power one of North America's largest temperature-controlled logistics networks.
• Gain exposure to a diverse enterprise technology landscape spanning datacenters, cloud services, warehouse operations, and corporate offices.
• Work directly with infrastructure, application, cybersecurity, and operations teams to solve business-critical challenges.
• Contribute to continuous improvement initiatives that enhance reliability, automation, and end-user experience across the organization.
• Participate in a technology modernization strategy focused on cloud platforms, operational resilience, and innovation.

Compensation & Structure

• Department: Information Technology
• Location: Camden, NJ
• Reports To: Associate Manager, Service Desk
• Employment Type: Full-Time, Exempt
• Travel: Less than 10%
• Compensation Range: $60,000 - $70,000 annually (commensurate with experience)

Benefits Include

• Medical
• Dental
• Vision
• Prescription
• Legal Insurance
• Pet Discount
• Critical Illness
• Accident Insurance
• Hospital Indemnity
• Long Term Care + Permanent Life Insurance
• Identity Theft Protection
• Short Term Disability Insurance
• Long Term Disability Insurance
• Supplemental Disability Insurance
• Basic Life Insurance
• Accidental Death and Dismemberment Insurance
• Supplemental Life Insurance
• Supplemental Spouse Life Insurance
• Child Life Insurance
• Loan Solution
• Health Flexible Spending Account
• Dependent Flexible Spending Account
• Telemedicine
• Virtual Primary Care
• Prescription Savings Plan
• Prescription Specialty Copay Assistance Program
• Weight Management Program
• Chronic Condition Management
• Care Navigator Program
• 24/7 Nurse Line
• Expert Medical Opinion
• Precious Additions Maternity Program
• Health Advocacy
• Employee Assistance Program
• Digital Cognitive Behavioral Therapy
• Digital Physical Therapy
• Behavioral and Mental Health Platforms
• Auto and Home Discount Program
• Secure Travel Protection
• Discount Programs
• 401(k) Plan
• Education Assistance
• Paid Time Off
• Referral Program
• and Commuter Benefit (NJ Only).

Benefits Include

• Medical
• Dental
• Vision
• Prescription
• Legal Insurance
• Pet Discount
• Critical Illness
• Accident Insurance
• Hospital Indemnity
• Long Term Care + Permanent Life Insurance
• Identity Theft Protection
• Short Term Disability Insurance
• Long Term Disability Insurance
• Supplemental Disability Insurance
• Basic Life Insurance
• Accidental Death and Dismemberment Insurance
• Supplemental Life Insurance
• Supplemental Spouse Life Insurance
• Child Life Insurance
• Loan Solution
• Health Flexible Spending Account
• Dependent Flexible Spending Account
• Telemedicine
• Virtual Primary Care
• Prescription Savings Plan
• Prescription Specialty Copay Assistance Program
• Weight Management Program
• Chronic Condition Management
• Care Navigator Program
• 24/7 Nurse Line
• Expert Medical Opinion
• Precious Additions Maternity Program
• Health Advocacy
• Employee Assistance Program
• Digital Cognitive Behavioral Therapy
• Digital Physical Therapy
• Behavioral and Mental Health Platforms
• Auto and Home Discount Program
• Secure Travel Protection
• Discount Programs
• 401(k) Plan
• Education Assistance
• Paid Time Off
• Referral Program
• and Commuter Benefit (NJ Only).

Operational Context

This role is primarily technical and office-based, with occasional interaction in operational environments depending on business and system support needs.

Physical & Operational Context

May require physical effort associated with using a computer to access information, or occasional standing, walking, and lifting to support day-to-day activities. Effective communication, vision, and hearing are essential for safety and productivity. Operate scanners, tablets, radios, phones, computers, and other required equipment. Additional work hours may be requested to support projects, operational priorities, technology deployments, or critical incidents. Attend in-person meetings and training sessions regularly. Work independently and collaboratively in a fast-paced environment while managing competing priorities and service commitments.

Additional Information

Job functions may vary based on operational requirements. This description outlines the primary duties and responsibilities associated with the role but is not intended to be an exhaustive list. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions. This job description may not encompass every task necessary to successfully perform the position.