Service Desk Analyst

Overview

CJ Logistics is seeking a proactive Service Desk Analyst to serve as a critical first point of contact for all technology-related issues across our organization. This hybrid role is perfect for a collaborative team player who can execute troubleshooting procedures and bridge the gap between technical issues and timely resolutions.

Why You'll Love This Role:
You ll work with a Corporate IT team that values high-level customer service and collaborative technical support. Every day presents opportunities to diagnose routine issues, manage system infrastructure, and make a measurable impact on our operational efficiency.

• Serve as the first point of contact for IT issues via telephone, email, and the Service Now/Zoom helpdesk systems.
• Perform initial diagnosis and resolution for routine issues, including password resets, account lockouts, and basic desktop hardware/connectivity.
• Oversee and respond to hardware and software faults for Windows/Linux servers and network devices, as well as IBM iSeries (AS/400).
• Support and maintain user account information, including rights, security, and system groups.
• Adhere to service level agreements for incident response and ensure all problems are documented and tracked through resolution.
• Document, track, and monitor problems from initial contact through to resolution to ensure timely and effective service delivery.
• Oversee and troubleshoot system-related issues in coordination with local and field resources.
• Perform backup, recovery, and tape management for AS/400 (iSeries) and Windows and Linux Servers utilizing appropriate software tools.
• Perform systems tasks as detailed in shift checklist.
• Contribute to the documentation and maintenance of all computer system configurations, processes, and procedures.

• Bachelor s Degree or equivalent experience.
• 2+ years of work experience or equivalent preferred.
• Strong interpersonal communication and collaboration skills.
• Excellent time management and the ability to prioritize work effectively.
• Considerable up-to-date knowledge of computer and networking hardware and software.
• Understanding of basic IT security principles, including phishing awareness and data protection.
• Ability to provide application support to the user community using remote support tools.
• Considerable skills in creating and maintaining user self-help, technical, and procedural documentation.
• Focus on excellent customer service and needs of the user community.
• Reliable and cooperative team player; displays consideration and respect for others.
• Displays tact, patience, and the ability to handle stressful situations while demonstrating a sense of urgency.

• Sit for prolonged periods of time at a desk while working on a computer.
• Occasionally stand, walk, reach, stoop, or lift up to 35 pounds during equipment installs.
• Use hands and fingers to operate a keyboard, mouse, and telephone.
• Speak and hear clearly in person, virtually, and over the phone.
• Previous experience with distribution center systems (WMS, TMS, etc.) is ideal.

• Salary Range:
  Your base pay is one part of your total compensation package. We anticipate this role to pay a minimum base salary of $23.84 hourly, but actual base pay will depend on the successful candidate’s skills, qualifications, and experience.
• Hybrid
  
  Work Schedule:
  
  Based out of our Des Plaines office, requiring on-site presence (4) days per week. On-Site - Wednesday - Friday; 10:30am - 8:30pm, Remote - Saturday; 7:00am - 7:00pm
• Comprehensive Benefits: CJ Logistics offers an environment that relies on diverse skills, backgrounds, and perspectives to drive innovation.

At CJ Logistics America, we know that we do our best work when we have an inclusive and diverse team, where we can draw on our different life experiences to help us deliver innovative solutions for our customers. We are an equal opportunity employer that values diversity, equity, and an inclusive workplace. We encourage applicants who may not meet every single requirement to apply.

CJ Logistics delivers integrated and multimodal logistics services, connecting every corner of the world via air, sea, and land. As a lead logistics partner (LLP), third-party logistics provider (3PL), and supply chain consultant, we help customers leverage supply chain management as a competitive advantage, reducing total system costs, transforming business processes, improving service, and facilitating growth and change. We prioritize the well-being of the end consumer, our customers, and our employees with a focus on social responsibility and sustainability.

CJ Logistics is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and/or harassment of any type, including race, religion, color, national origin, sex, sexual orientation, gender, age, pregnancy or related medical conditions, veteran status, disability, or other characteristics protected by law. We participate in the…