at Echo Global Logistics in Chicago, Illinois, United States
Job Description
The Technology Service Desk Technician I works independently and as part of the Service Desk team to support and maintain Echo technology. This role serves as the initial point-of-contact for internal customers reporting various IT issues and opens, categorizes, and triages service interactions coming into the Service Desk. It is pertinent that this person demonstrate mastery of all Echo business functions, applications and technology. They must exhibit exceptional communication skills in all customer and team interactions and offer excellent customer support. They are responsible for ensuring that all requests and problems are resolved and/or escalated and in a timely manner.
Position Overview:
The Technology Service Desk Technician I works independently and as part of the Service Desk team to support and maintain Echo technology. This role serves as the initial point-of-contact for internal customers reporting various IT issues and opens, categorizes, and triages service interactions coming into the Service Desk. It is pertinent that this person demonstrate mastery of all Echo business functions, applications and technology. They must exhibit exceptional communication skills in all customer and team interactions and offer excellent customer support. They are responsible for ensuring that all requests and problems are resolved and/or escalated and in a timely manner.
Job Duties & Responsibilities:
Customer Service - give every customer exceptionally courteous and pleasant communication, timely resolution, professional demeanor, deliver instructions, and training
Application Support - administer user accounts, on/off boarding, maintenance activities, triage, test, document
Audio/Visual Support - basic support and troubleshooting
Printers - install network printers and provide assistance with issues
Teamwork - build processes, build procedures, build knowledge base material, cross train, support team efforts
Perform additional duties to meet the needs of the business
Required Skills:
Experience supporting Windows 11, O365, Jabber, Active Directory, and MS Exchange Admin Center and O365 Admin Center, Mimecast
Strong Problem-Solving skills
Exceptional customer service skills
Excellent verbal and written communication skills
Self-managed, motivated and team-oriented
Ability to multi-task in a fast paced, fluid work environment
Ability to follow tasks through to their completion with a high degree of accuracy and quality
2-Year College Degree or Industry certifications: CompTIA A+, Network+ with at least 1-2 years of relevant working experience or a 4-year college degree
Ability to achieve Microsoft 365 Certification: Messaging Administrator Associate, Teams Administrator Associate, Modern Desktop Administrator Associate or Teamwork Administrator Associate after onboarding
Preferred Skills:
Imaging and software deployment using MS Intune
User, account, and software administration for virtual private network tool Global Protect
Basic knowledge of virtualization
Basic knowledge with storage technologies
Working knowledge of IP phone configuration
Basic knowledge of Cisco UCM and Unity administration
Basic knowledge of the ITIL framework and components
Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.
Work environment/physical demands summary:
This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, and listen to customers during interactions.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.
