IT Service Desk Analyst

About The Company

American Logistics is a leading provider of comprehensive supply chain and logistics solutions, dedicated to delivering exceptional service to clients across various industries. With a commitment to innovation, efficiency, and customer satisfaction, American Logistics has established itself as a trusted partner in optimizing transportation, warehousing, and distribution operations. Our team of professionals leverages cutting-edge technology and industry expertise to ensure seamless logistics management, supporting businesses in achieving their operational goals and maintaining a competitive edge in the marketplace.

About The Role

The Service Desk Analyst at American Logistics plays a vital role in maintaining the company's IT infrastructure by providing technical support to both internal employees and external clients. This position requires a proactive individual capable of troubleshooting technical issues, managing incident tickets, and ensuring timely resolution of IT-related problems. The Service Desk Analyst is responsible for delivering high-quality support through various communication channels such as email, phone, and remote access tools. Additionally, this role involves collaborating with internal departments to address their IT needs, assisting in system updates, and participating in a rotating 24/7 on-call schedule to support critical system incidents outside regular business hours. The ideal candidate will demonstrate strong problem-solving skills, attention to detail, and the ability to handle multiple priorities effectively, ensuring minimal downtime and optimal operational efficiency.

Qualifications

To succeed in this role, candidates should possess excellent technical skills, particularly with PCs and the Microsoft Office Suite, including Word, Excel, Outlook, and SharePoint. Previous experience working with contracts, policies, or regulatory agencies is preferred. Strong communication skills, both written and verbal, are essential for effectively assisting users and documenting incidents. Candidates should have a high school diploma or GED, with a valid US driver’s license. Technical proficiency, ethical conduct, and the ability to maintain confidentiality are critical attributes for this position. A background in strategic thinking, critical analysis, and problem-solving will be advantageous, along with the ability to work in a fast-paced environment and manage time efficiently.

Responsibilities

• Assist internal employees and external customers with technical issues, providing prompt and effective solutions.
• Update, manage, and resolve internal tickets within the company’s incident tracking system, ensuring accurate record-keeping and follow-up.
• Escalate complex cases to the Senior Service Desk Analyst when necessary, ensuring timely resolution.
• Train, coach, and advise employees on proper program usage, login procedures, and best practices to enhance their technical proficiency.
• Perform testing and updates to software applications and systems as required, ensuring stability and security.
• Collaborate with internal departments to identify and meet IT needs, facilitating seamless communication and support.
• Participate in a rotating 24/7 on-call schedule to provide immediate assistance during evenings, weekends, and holidays for critical system incidents.
• Maintain a detail-oriented approach to document incidents, resolutions, and system changes accurately.
• Apply effective time management techniques to handle multiple support requests efficiently.
• Uphold ethical conduct and confidentiality standards in handling sensitive information and data.
• Engage in continuous improvement initiatives to enhance support processes and technical capabilities.

Benefits

American Logistics offers a comprehensive benefits package designed to support the well-being and professional growth of our employees. Benefits include competitive health insurance plans, dental and vision coverage, paid time off, and retirement savings options. We also provide ongoing training and development opportunities to help employees enhance their technical skills and advance their careers. Our supportive work environment fosters collaboration, innovation, and a commitment to excellence. Additionally, employees have access to flexible work arrangements and resources aimed at promoting work-life balance.

Equal Opportunity

American Logistics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, national origin, gender, sexual orientation, age, disability, or any other protected characteristic. We believe in providing equal employment opportunities and fostering a workplace where everyone can thrive and contribute to our collective success.