Service Desk Analyst

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 affecting end‑users/end‑points.

They will respond to emails, phone calls, requests or problems reported via the ticketing system and to 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 manage relationships with a variety of vendors to purchase needed hardware and software for the company.

• 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, Office
  365, Concur, Mitel and other platforms.
• Assist with projects that are periodically assigned.
• Triage a ticket fully until completion or needed escalation.
• Participate in an on‑call rotation to support after‑hour operations of the business.
• Travel to support users at multiple locations if required.
• 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.

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 manage multiple tasks simultaneously and work a flexible schedule when needed, 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.