Service Desk Analyst

Service Desk Analyst Reports To Manager Service Desk Location Chicago IL Environment Hybrid 4 days on site 1 day remote Status Exempt Who We Are Recognized by Gartner in their Modern 4PL Market Guide Redwood Logistics is at the forefront of industry innovation Our cutting edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico Leveraging a comprehensive range of services data centric network solutions and a seamlessly integrated platform we have established our prominence as a key player in the mid market segment within the freight tech industry Whether youre just starting your career or are an established professional looking for your next opportunity Redwood inspires innovation across teams to provide transformative solutions for our customers Purpose of Your Work As a Service Desk analyst working within Shared Services one of our entities you will be responsible for delivering IT services and support to the entire Redwood enterprise with on site presence at our Chicago headquarters and Monterrey Mexico office and a virtual presence across all our other North America locations Additional responsibilities include management of endpoints software and Redwoods BMC Remedy force implementation as well as Incident Management Request fulfillment and assisting security and engineering teams with project tasks as needed How You Make a Difference Everyday Collaborate with management and internal teams to deliver best in class service throughout the organization

Make End User Support more effective and efficient

Inform management of technology trends best practices pitfalls etc Identify opportunities to streamline and automate procedures

Document processes procedures system designs and user how to knowledge base articles

Conduct regular audits of hardware and software assets as well as user accounts and licenses

Acquire new computers manage the existing laptop and desktop fleets and work with vendors to repair and return to service any faulty devices

Manage physical phones and softphones including telephony system management tasks within Cisco Call Manager CUCMProcess standard onboarding offboarding and access change requests of Redwood staff

Provide First level support of existing business applications

Manages hardware and software assets as well as assent management processes Maintains and improves the software deployment process and assists in new computer deployment images Ensure PCs are patched and functioning at a high level

Adherence to all documentation and administrative responsibilities

Identifies opportunities to improve security throughout the organization Informs management of trending threat potentials and zero day vulnerabilities and provides recommended action plans

Functions as a subject matter expert on laptops and desktops computing technologies Keeps management informed and make recommendations that promote the overall effectiveness of the IT services offered to the business Youve Got This Bachelors degree in IT or equivalent mix of related coursework and experience2 3 years managing and troubleshooting Microsoft Windows workstations in a corporate environment1 3 years experience on a help desk service desk team in a corporate environment using a formal ticketing platform

Exceptional hardware and software troubleshooting abilities

Experience with Windows Management Instrumentation WMI and the WMIC WQL experience preferred

Demonstrated experience managing user and computer objects in Active Directory and Entra Working knowledge of Group Policy Experience creating GPOs a plus Demonstrated experience managing mailboxes with O365 environments

Working knowledge of TCPIP networking and related technologies including DNS DHCP route switch and VPN Candidate must thoroughly understand IP addressing and subnetting and have a conceptual understanding of the difference between VLANs and subnets

Experience managing components of cloud platforms and infrastructure including AWS and Azure Experience using Power Shell to conduct and automate routine tasks The ideal candidate will know how to perform all the standard ADUC tasks…