Service Desk Analyst II

Noatum; Overland Park (KS); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Permanent Contract

Flexible Benefits

Birthday off

11 holidays + 5 floating holidays

Professional Growth

International Environment

Corporate University

Job summary

Noatum Logistics is seeking a skilled Technical Support Specialist to join our team in Overland Park. You will handle end-user IT support across hardware, software, and networks, ensuring high availability of our logistics platforms and services.

The role requires 3+ years in a service desk, strong communication skills, and a customer-centric approach. This on-site position offers a stable career path, ongoing training, and opportunities within a global logistics network.

Qualifications

• Bachelor's Degree in Computer Science or equivalent related experience in a technical support environment.
• 3+ years in a service desk or technical support environment.
• Superior communication written and verbal communication skills.
• Exceptional customer service attitude.
• Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

Responsibilities

• Develops a deep understanding of key business processes of partners and customers.
• Develops a sound understanding of hardware, software, networking, and other related technologies used within Noatum Logistics.
• Responds appropriately to, evaluates, and prioritizes requests for assistance from users experiencing problems with hardware, software, networking, and/or other computer related technologies.
• Works with users to collect problem information and perform basic diagnostic procedures to determine source of error.
• Provides operations support to complex questions for internal and external clients utilizing knowledge database, and documented support processes.
• Logs and tracks user’s request for assistance in incident management system.
• Monitors consoles, logs, and specialized systems, and performs appropriate actions necessary to ensure reliability of customer business systems.
• Provides ongoing support for deployed technologies, systems, and processes according to established procedures and group best practices.
• Identifies process improvement opportunities and recommends best practices to solve them.
• Provide support on a 24x7 on-call rotation, to maintain business continuity and provide business recovery activities as required.

Skills

Communication

Customer service

Technical aptitude

Problem solving

Education

Bachelor's Degree in Computer Science or equivalent

Tools

SCCM

InTune

PowerShell

Job description

Noatum Logistics is a global logistics operator and part of AD Ports Group. With Spanish roots dating back to 1963, the company operates more than 80 own offices across 26 countries and serves customers in 158 countries through its partner network. More than 4,250 logistics specialists provide ocean and air freight, contract and project logistics, customs and trade management, warehousing and distribution, eCommerce and integrated supply chain solutions. Combining local expertise with a globally connected network and the backing of AD Ports Group, Noatum Logistics is strengthening its capabilities, connectivity and scale to support customers across global supply chains.

About the Role:

We are looking for a [Job Title] to join our dynamic team at Noatum Logistics. In this role, you will be responsible for [brief summary of main responsibilities, e.g., managing end-to-end logistics operations, ensuring compliance with international regulations, and delivering exceptional service to our clients].

Key Responsibilities:

• Develops a deep understanding of key business processes of partners and customers.
• Develops a sound understanding of hardware, software, networking, and other related technologies used within Noatum Logistics.
• Responds appropriately to, evaluates, and prioritizes requests for assistance from users experiencing problems with hardware, software, networking, and/or other computer related technologies.
• Works with users to collect problem information and perform basic diagnostic procedures to determine source of error. Attempts to resolve IT related issues. Performs research and follow-up for routine business problems, referring more complex issues to internal specialists and service providers as required.
• Provides operations support to complex questions for internal and external clients utilizing knowledge database, and documented support processes.
• Logs and tracks user’s request for assistance in incident management system. Maintains historical and ongoing problem documentation, and ensures adherence to Service Level Agreements to maintain superior service standards.
• Monitors consoles, logs, and specialized systems, and performs appropriate actions necessary to ensure reliability of customer business systems.
• Provides ongoing support for deployed technologies, systems, and processes according to established procedures and group best practices.
• Works with team members to understand, develop, and adhere to clearly defined procedures and processes.
• Identifies process improvement opportunities and recommends best practices to solve them.
• Provide support on a 24x7 on-call rotation, to maintain business continuity and provide business recovery activities as required.
• Coordinates with other team members and lead in team projects and job-related training
• Develops a solid understanding of and promotes customer centric behaviors that consistently meet or exceed customer expectations.
• Performs duties related to the proper configuration and functioning of equipment such as desktops, laptops, scan guns and other devices to support operations at all facilities.
• Organize, lead, and be effective with all levels of technical and non-technical individuals.
• May perform other job-related duties as assigned.
• PREFERRED REQUIREMENTS
• Certifications related to support of Microsoft products.
• Certifications or training related to hardware troubleshooting and diagnostics.
• Experience with SCCM.
• Experience with InTune.
• Experience with PowerShell.
• Experience with the logistics industry.
• Physical Requirements:
• Noatum is committed to the full inclusion of all qualified individuals. As part of this commitment, Noatum will ensure that persons with disabilities are provided reasonable accommodations.
• The job is performed indoors in a traditional office setting. Activities include extended periods of sitting while working at a computer and occasional fast-paced operations and events.
• The employee is occasionally required to stand, walk, sit, and reach with hands and arms.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• Ability to communicate orally with customers, vendors, management, and co-workers. Regular use of the telephone, virtual meetings, and e-mail for communication. Hearing, vision, and speaking within normal ranges are essential for normal conversations, to receive ordinary information, and to prepare or inspect documents.
• Good manual dexterity for the use of common office equipment such as computers, calculators, and copiers.
• While performing the duties of this job, the employee is regularly required to sit, handle, use hands to grasp, or feel and operate a computer keyboard, mouse, and telephone keypad.

What We Are Looking For:

• Bachelors Degree in Computer Science or equivalent related experience in a technical support environment.
• 3+ years in a service desk or technical support environment.
• Superior communication written and verbal communication skills.
• Exceptional customer service attitude.
• Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

What We Offer:

• Permanent Contract – Enjoy stability and long-term career opportunities.
• Flexible Benefits Plan – Choose what suits you best: Health, Dental, Vision, 401K Plan with company match.
• Celebrate Your Birthday – Take a day off to make your special day even better.
• 11 paid Holidays and 5 floating holidays.
• Professional Growth – Access continuous learning and development opportunities to boost your career.
• Collaborative & International Environment – Work with diverse teams and be part of a global network.
• Corporate University – Benefit from ongoing training programs designed to keep you ahead.

At Noatum Logistics, we guarantee equal opportunities and non-discrimination based on sex, gender, race, religion, disability, age, or sexual orientation in our selection processes. Our goal is to maximize people’s talents in all their diversity while eliminating any form of discrimination.