IT Service Desk Analyst

Description

The IT Support Desk Technician is responsible for providing first-line technical assistance and support for incoming queries and issues related to computer systems, hardware, software, and networking within East Coast Warehouse. This role ensures efficient and timely resolution of IT problems to minimize downtime and support operational excellence.

• Serve as the first point of contact for employees seeking technical assistance via phone, email, or helpdesk ticketing system.
• Troubleshoot and resolve hardware, software, and network issues in a timely and professional manner.
• Install, configure, and maintain desktop computers, laptops, printers, scanners, and other IT equipment.
• Manage user accounts and permissions in Active Directory, Office 365, and other company systems.
• Escalate unresolved issues to higher-level IT staff or vendors as needed, providing detailed documentation of actions taken.
• Maintain an accurate log of issues and resolutions using the company's ticketing system.
• Support onboarding and offboarding processes, including setting up new user accounts and equipment.
• Assist with maintaining inventory of IT equipment and software licenses.
• Provide basic training and support to end users on company systems and best practices.
• Ensure adherence to ECW's IT security policies and procedures, reporting potential security risks promptly.

• Associate's degree in Information Technology, Computer Science, or related field (Bachelor's preferred)
• 3 years of experience in IT support, helpdesk, or technical support role.
• Strong knowledge of Windows operating systems, Microsoft Office 365, and basic networking concepts.
• Experience with Active Directory, remote desktop tools, and helpdesk ticketing systems.
• Excellent communication, problem-solving, and customer service skills.
• Ability to multitask and prioritize in a fast-paced logistics and warehouse environment.

Salary: $55,000 – $65,000

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.