IT Service Desk II

Who We Are

US Cold owns and operates one of the most complex temperature-controlled logistics networks in North America. Every day, our systems coordinate the storage and movement of food at national scale across a network of state-of-the-art distribution centers, including multiple highly automated warehouse facilities.

We continue to advance our core warehouse and logistics platforms. Our current focus is on modular, event-driven, API-first and cloud architectures. We continue to enhance reliability and accelerate engineering productivity by strengthening our SRE and AI practices. This is a large investment in innovation to continue to drive operational excellence at our facilities.

If you want to build durable systems that operate in the physical world at scale, this is that opportunity.

The IT Service Desk II Analyst provides advanced technical support for end-user computing, collaboration tools, endpoint technologies, and enterprise applications across the US Cold network. Reporting to the Associate Manager, Service Desk, this role serves as a key escalation point for technical incidents and service requests, ensuring timely resolution and exceptional customer service.

This position works closely with Infrastructure, Security, Applications, and Operations teams to maintain a stable, secure, and productive technology environment. The ideal candidate combines strong troubleshooting capabilities, customer-focused communication skills, and a commitment to continuous improvement.

• Deliver advanced technical support for hardware, software, operating systems, mobile devices, printers, collaboration tools, and enterprise applications.
• Manage incidents and service requests through their full lifecycle, ensuring accurate documentation, communication, and adherence to service level expectations.
• Troubleshoot and resolve endpoint, workstation, network connectivity, and application issues with minimal business disruption.
• Escalate complex technical issues to appropriate IT teams or vendors while maintaining ownership through resolution.
• Configure, deploy, maintain, and support desktops, laptops, mobile devices, peripherals, and related endpoint technologies.
• Support Microsoft 365 services, Active Directory, Intune, Azure, Exchange, and associated user administration activities.
• Assist with installation, maintenance, and operational support of network and infrastructure services.
• Support onboarding activities including equipment deployment, workstation setup, and user orientation to technology resources.
• Create and maintain knowledge base articles, technical documentation, and operational procedures.
• Mentor Service Desk Level I technicians through knowledge sharing and troubleshooting guidance.
• Identify recurring issues, automation opportunities, process improvements, and ticket reduction strategies.
• Collaborate with vendors and service providers to resolve technology issues and improve service reliability.
• Participate in on-call, after-hours, holiday, or shift support rotations when required.
• Travel occasionally to US Cold facilities to support projects, deployments, and onsite technical initiatives.

• Associate's degree, technical certification, or equivalent combination of education and experience.
• Minimum 2 years of experience supporting Service Desk operations, desktop support, or end-user computing environments.
• Experience troubleshooting Windows operating systems and Microsoft Office applications.
• Experience supporting Office 365/Microsoft 365 environments.
• Experience configuring and supporting laptops, desktops, printers, mobile devices, and peripherals.
• Strong customer service, communication, documentation, and problem-solving skills.
• Working knowledge of networking fundamentals and common troubleshooting methodologies.
• Ability to work independently while collaborating effectively across technical and business teams.

• A+ Certification.
• Experience with Active Directory, Exchange, Intune, and Microsoft Azure administration.
• Experience supporting macOS devices.
• Familiarity with ITIL practices and service management frameworks.
• Techn…