Senior Desktop Support Engineer

at  LOGISTEED America INC

ARE YOU READY TO JOIN A GLOBAL LEADER IN THE FREIGHT FORWARDING AND CONTRACT LOGISTICS FIELD, WHO KNOWS THEIR EMPLOYEES ARE THEIR GREATEST STRENGTH?

LOGISTEED-America, Inc. is on a mission to deliver high-quality transportation and logistics services and help make the world a better place for generations to come. We are looking for a Senior Desktop Support Engineer to join us on this mission!

WHO WE ARE:

Founded in 1950, LOGISTEED-America is part of a global network of companies providing transportation and logistics services including ocean & air freight transport, contract logistics, customs brokerage, supply chain management, and more.

SUMMARY

This role will primarily be responsible for providing the onsite and remote advanced IT support of the end-user environment. This position is accountable for triaging end-user issues and support of IT assets including PCs, printers, mobile devices, scanners and the network. This role also involves the mentoring of junior support staff, managing IT projects, and ensuring compliance with company policies and related regulations.

Qualities

• Ethical with sound business judgement
• Possesses a passion to help team members
• Possesses a strong focus on the human capital and its impact to the success of the organization
• Visionary
• Strong customer relations
• Detail-oriented
• Reliable, follows through on commitments
• Strong process and planning orientation
• Goal-oriented, task driven
• Enjoys being part of a team as well as leading one
• Balances team’s needs with goals of organization
• Outstanding written, verbal, presentation and organization communication skills

Essential Duties & Functional Responsibilities Required
Required Knowledge Skills & Abilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Perform tasks safely.
• Ensure area housekeeping requirements are met.
• Abide by all OSHA rules and LOGISTEED America, Inc. safety practices.
• Meet established procedures and productivity, safety and quality standards.
• Meet attendance & punctuality standards.
• Communicate both orally and in writing in a clear and concise manner.
• Ability to travel approximately up to 25% required.
• Troubleshoot and resolve complex technical issues.
• Install, configure, and maintain operation systems and applications.
• Collaborate with other IT teams to execute IT service management processes and procedures, ensuring alignment with industry best practices (e.g., ITIL framework).
• Comply with incident, request, problem and change management processes, ensuring timely resolution and effective communication with involved parties and end users.
• Stay up to date with emerging technologies and industry trends, evaluating their potential benefits to the IT Service Desk operations.
• Maintain procedures, workflows and documentation to ensure efficient and consistent support processes.
• Handle escalated issues and complex technical issues, providing guidance and support to the IT Service Desk team.
• Foster a positive and collaborative work environment, promoting teamwork, knowledge sharing and continuous learning.
• Provide expert-level hands-on and remote technical support, troubleshooting, and issue resolution for a wide range of IT systems, hardware and software.
• Participate in planning and implementing IT projects, including upgrades, migrations and deployments while ensuring minimal disruption to services.
• Support onboarding/offboarding as well as manage new user orientation for introduction to utilized company technologies and systems.
• Maintain current and accurate inventory of technology hardware, software and resources.
• Support the execution of IT operational policies, procedures and standards to ensure compliance and mitigate risks.
• Perform as backup for coverage during staff shortages to maintain support for the company.
• Perform other duties as assigned by Manager

Primary systems of support are not limited to the following:

• Microsoft Windows 10/11
• Microsoft Edge, Google Chrome, Firefox
• Active Directory Services
• Microsoft Office 2019/365
• iOS mobile devices
• Cisco VPN
• Microsoft SharePoint
• LAN, WAN and basic networking protocols
• Freshservice
• Bitdefender GravityZone
• Various device hardware including Dell, HP and Microsoft

Additional Duties and Responsibilities

• Facilitates team meetings effectively.
• Keeps team well informed of changes within the organization and operations.
• Effectively communicates relevant information to superiors.
• Resolves and/or escalates issues in a timely fashion.
• Responds/acts on upper management direction.
• Complies and helps enforce company policies and procedures.
• Quickly change direction when working on multiple projects or issues.
• Flexibility to cover team duties when short-staffed and handle on-call responsibilities.
• Provide onsite support for sites in proximity of the office.

Competencies

• Strategic Thinking
• Problem Solving/Analysis
• Project Management
• Communication Proficiency
• Personal Effectiveness/Credibility
• Multi-tasking

Supervisory Responsibility

• Not applicable

Preferred Qualifications, Required Knowledge Skills & Abilities and Working Conditions

Previous Work Experience and Education

• Bachelor’s degree in Information Technology, Computer Science or a related field preferred.
• Minimum of 3 years’ experience in Desktop Support as an individual contributor with thorough knowledge of functional area.
• Strong knowledge of IT service management principles and frameworks.
• Strong technical knowledge in operating systems, hardware and software applications.

Essential Skills

• Principles and processes for providing customer service including quality standards for services and evaluation of end user satisfaction.
• Understands how to communicate difficult/sensitive information tactfully.
• Strategic thinking skills.
• Excellent attention to detail.
• Excellent multi-tasking skills.
• Ability to lift 75 lbs.
• Adaptability to new equipment and technology to serve user needs.

Additional Eligibility Qualifications

• Ability to read, analyze and interpret complex data.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Ability to pass all TSA background requirements.

Work Authorization/Security Clearance (if applicable)
Must be legally authorized to work in the United States. List any visa requirements, H1-B sponsorship, special clearances, etc.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to stand, walk or sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend crouch or crawl; talk or hear; taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move objects up to 25 pounds, and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment
Ninety-five percent of work time will be spent in an office setting. Five percent of work time may be spent in a warehouse environment around moving powered industrial equipment where temperatures are hot or cold (seasonally), and may be subjected to loud noises.
LOGISTEED America, Inc. is an equal opportunity organization. We abide by all applicable equal opportunity laws and regulations. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION - The company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Information is obtained as part of an employee’s essential job functions if: (1) access to compensation information is necessary to perform that function or another routinely assigned business task, or (2) the function or duties of the position include protecting and maintaining the privacy of employee personnel records, including compensation information.
Nothing in this statement prevents LOGISTEED America, Inc. from disciplining, terminating, or otherwise taking adverse action against an applicant or employee because they have violated another workplace rule. LOGISTEED America, Inc. fully supports the above pay transparency nondiscrimination statement.

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Perform tasks safely.
• Ensure area housekeeping requirements are met.
• Abide by all OSHA rules and LOGISTEED America, Inc. safety practices.
• Meet established procedures and productivity, safety and quality standards.
• Meet attendance & punctuality standards.
• Communicate both orally and in writing in a clear and concise manner.
• Ability to travel approximately up to 25% required.
• Troubleshoot and resolve complex technical issues.
• Install, configure, and maintain operation systems and applications.
• Collaborate with other IT teams to execute IT service management processes and procedures, ensuring alignment with industry best practices (e.g., ITIL framework).
• Comply with incident, request, problem and change management processes, ensuring timely resolution and effective communication with involved parties and end users.
• Stay up to date with emerging technologies and industry trends, evaluating their potential benefits to the IT Service Desk operations.
• Maintain procedures, workflows and documentation to ensure efficient and consistent support processes.
• Handle escalated issues and complex technical issues, providing guidance and support to the IT Service Desk team.
• Foster a positive and collaborative work environment, promoting teamwork, knowledge sharing and continuous learning.
• Provide expert-level hands-on and remote technical support, troubleshooting, and issue resolution for a wide range of IT systems, hardware and software.
• Participate in planning and implementing IT projects, including upgrades, migrations and deployments while ensuring minimal disruption to services.
• Support onboarding/offboarding as well as manage new user orientation for introduction to utilized company technologies and systems.
• Maintain current and accurate inventory of technology hardware, software and resources.
• Support the execution of IT operational policies, procedures and standards to ensure compliance and mitigate risks.
• Perform as backup for coverage during staff shortages to maintain support for the company.
• Perform other duties as assigned by Manage

Additional Duties and Responsibilities

• Facilitates team meetings effectively.
• Keeps team well informed of changes within the organization and operations.
• Effectively communicates relevant information to superiors.
• Resolves and/or escalates issues in a timely fashion.
• Responds/acts on upper management direction.
• Complies and helps enforce company policies and procedures.
• Quickly change direction when working on multiple projects or issues.
• Flexibility to cover team duties when short-staffed and handle on-call responsibilities.
• Provide onsite support for sites in proximity of the office