Service Desk Analyst

PS Logistics Shared Services, LLC; Birmingham (AL); On-site; USD 24,796 - 38,572; Full time

Job summary

PS Logistics Shared Services, LLC is seeking a Service Desk Analyst to triage, diagnose, and remediate technical issues for end users across the company. You will respond to requests for new equipment, end-point applications, and related services, researching root causes and resolving problems with end-user devices and software.

The role requires collaboration with IT to resolve enterprise-level issues, manage inventory, and coordinate vendor relationships for hardware and software purchases.

Qualifications

• Supports users on software/hardware issues in a multiplatform environment.
• Analyze, troubleshoot, diagnose, and repair hardware and software problems.
• Assist in user management with Active Directory, Office365, Concur, DialPad and other platforms.

Responsibilities

• Triage and resolve end-user issues via ticketing system or in person.
• Handle hardware/software troubleshooting and repairs.
• Manage IT asset inventory and lifecycle documentation.

Skills

User support

Troubleshooting

Active Directory

Office365

Vendor coordination

Tools

Active Directory

Office365

Concur

DialPad

Job description

Job Description

The Service Desk Analyst will triage, diagnose, and remediate a wide variety of technical issues for end users across all areas of PS Logistics and its companies. They will respond to requests for new equipment, end-point applications and other related services. They will research root cause and resolve technical problems with end point devices and applications. This person will work in collaboration with other areas in IT to resolve enterprise-level system and application issues effecting end-users/endpoints. Respond to emails, phone calls, requests or problems reported via the ticketing system and in-person requests for technical support. This candidate will also manage the inventory of P&S’ IT related equipment by tracking, documenting, and keeping an accurate count of on hand equipment as well as what is in the field. They will also manage relationships with a variety of vendors to purchase needed hardware and software for the company.

Qualifications:
Qualifications

Essential Duties and Responsibilities, include but are not limited to:

• Supports users/user groups on most aspects of user reported problems including software and hardware in a multiplatform environment.


• Analyze, troubleshoot, diagnose, and repair hardware and software issues.


• Assist in user management with Active Directory, Office365, Concur, DialPad and other platforms.


• Will be required to assist with projects that are periodically assigned.


• To triage a ticket fully until completion or needed escalation.


• Participate in an on-call rotation to support after hour operations of the business.


• The ability to travel if the need arises to support users at multiple locations.


• Inventory and label company IT assets and document changes to them throughout their lifecycle.


• Maintain asset documentation in a secure location that is accessible to appropriate IT personnel.


• Document and control company software applications, licensing, and assist in tracking implementation of those licenses.


• Prepare purchase requisitions for new hardware and software assets, including acquiring vendor quotes.


• Purchase IT hardware and software assets, managing the approval and acquisition process.

Additional Information

A successful Service Desk Analyst must consistently demonstrate the company’s Mission and Values. They must have good oral and written communication skills in order to effectively interact with customers, drivers and other team members in person and on the telephone. They must be customer service-oriented as well as team-oriented and must have good organizational skills. A successful Service Desk Analyst must be able to effectively manage multiple tasks simultaneously. Finally, they must be able to work a flexible schedule when needed to including weekends, evenings, and holidays.

This job is an hourly position with no guarantees for career progression. This does not mean that you will not be considered for other positions or opportunities.

PS Logistics complies with all applicable equal employment laws, including the Americans with Disabilities Act. Qualified individuals with a disability may request reasonable accommodation from the company.