D&T Analyst - Local IT support

The D&T Support Analyst position offers a critical role within Aramex, providing comprehensive Level 1 and Level 2 IT support tailored for our North American user base. This role focuses on ensuring operational excellence by troubleshooting a wide range of technical issues, maintaining the reliability of end-user computing devices and warehouse technology, and managing accurate IT asset records. Operating primarily through remote support tools, the analyst will also function as the key on-site IT presence for the Chicago office, supporting its technology infrastructure and user needs.

The primary objectives include:

• Delivering responsive and effective IT assistance to ensure smooth technological operations across all North American locations.
• Maintaining strong alignment with Aramex’s IT standards and security policies to provide a safe and secure technology environment.
• Facilitating seamless technology integration and support during the setup and operational phase of the Chicago office.
• Supporting warehouse operations by assisting with rugged mobile devices and critical shipping technologies.
• Ensuring detailed documentation and asset management to streamline IT service delivery and asset lifecycle management.
• Collaborating with regional and global technology teams to drive coordinated support and strategic initiatives.

The D&T Support Analyst position offers a critical role within Aramex, providing comprehensive Level 1 and Level 2 IT support tailored for our North American user base. This role focuses on ensuring operational excellence by troubleshooting a wide range of technical issues, maintaining the reliability of end-user computing devices and warehouse technology, and managing accurate IT asset records. Operating primarily through remote support tools, the analyst will also function as the key on-site IT presence for the Chicago office, supporting its technology infrastructure and user needs.

The primary objectives include:

• Delivering responsive and effective IT assistance to ensure smooth technological operations across all North American locations.
• Maintaining strong alignment with Aramex’s IT standards and security policies to provide a safe and secure technology environment.
• Facilitating seamless technology integration and support during the setup and operational phase of the Chicago office.
• Supporting warehouse operations by assisting with rugged mobile devices and critical shipping technologies.
• Ensuring detailed documentation and asset management to streamline IT service delivery and asset lifecycle management.
• Collaborating with regional and global technology teams to drive coordinated support and strategic initiatives.

As a D&T Support Analyst at Aramex, you will serve as a vital resource delivering expert Level 1 and Level 2 support through Service Now ticketing and remote access solutions, assisting users across multiple North American sites. Your expertise will enable swift resolution of hardware, software, and network issues, contributing significantly to user productivity and operational efficiency.

• Respond promptly to user requests and incidents, providing first-contact resolution wherever possible, primarily via Team Viewer, RDP, and Microsoft Teams.
• Troubleshoot issues involving Windows 10 and 11 devices, peripherals such as docking stations and printers, and business-critical applications including Microsoft 365.
• Maintain ownership of support tickets efficiently, ensuring thorough investigation prior to escalating to specialized teams, accompanied by clear documentation of action taken.
• Serve as the primary on-site IT liaison for the Chicago office, managing user equipment, office technology, and…