Service Desk Analyst

The Service Desk Analyst will provide frontline technical support to end users across all PS Logistics companies by triaging diagnosing and resolving a wide range of issues related to endpoint devices software applications and connectivity. This role involves responding to support requests via the ticketing system phone email and in-person with a strong focus on customer service professionalism and clear communication. The analyst is expected to take full ownership of assigned tickets from initial report through resolution ensuring timely updates and follow-through in alignment with established service level agreements (SLAs). In addition to daily support the analyst will participate in regularly assigned IT projects supporting initiatives across various systems and processes. These project experiences are not only valuable to the company but also serve as an opportunity to develop broader skills and demonstrate potential for future roles within the IT team. Responsibilities include fulfilling requests for new equipment and software investigating root causes to reduce recurring issues and collaborating with other IT teams to resolve broader system or application problems. The analyst will maintain accurate inventory records of IT equipment tracking assets both in-office and in the field. They will also gather detailed hardware and software requirements from end users and escalate those needs to the appropriate internal team members responsible for procurement and vendor coordination.

Qualifications :

Essential Duties and Responsibilities include but are not limited to:

• Provide frontline technical support to users across a multi-platform environment assisting with both hardware and software issues using tools such as Zendesk (ticketing) and Action1 (remote troubleshooting and patching).
• Analyze troubleshoot diagnose and resolve endpoint device and application issues; escalate when necessary through defined support channels.
• Support user account management in platforms such as Active Directory Office 365 Concur and Dialpad.
• Fully triage and own support tickets from intake to resolution or appropriate escalation maintaining detailed updates and meeting defined SLA targets.
• Assist with regularly assigned IT projects.
  • Examples include managing and imaging hardware using approved internal tools and serving as a subject matter expert for assigned systems (e.g. Mimecast Zendesk internal portals) including tasks like periodic reporting and documentation.
• Participate in an on-call rotation to support after-hours operations as needed.
• Travel to various company locations to support users deploy equipment or assist with on-site troubleshooting.
• Inventory label and track IT assets using tools such as Genuity or similar; maintain accurate lifecycle documentation and ensure visibility across the team.
• Maintain software license documentation and assist with license allocation and compliance tracking.
• Gather hardware and software requirements from end users and escalate those needs to internal team members responsible for procurement and vendor coordination.

Preferred Qualifications:

• 1 to 2 years of experience in an IT support or service desk role.
• CompTIA A Network or similar certifications preferred.
• Bachelors degree in Information Technology or a related field preferred or an equivalent combination of education and hands-on experience.
• Strong communication skills and customer-focused approach.
• Experience working with ticketing systems and remote support tools.
• Ability to manage and prioritize multiple requests in a fast-paced environment.

Additional Information :

A successful Service Desk Analyst must consistently demonstrate the companys 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.

Remote Work :

No

Employment Type :

Full-time