IT Service Desk Analyst

Job Summary

We are seeking a skilled and proactive Desktop Support Specialist with solid network experience to join our team in a fast-paced warehouse environment. This role is critical to supporting end-user technology, maintaining network-connected hardware, and ensuring a stable IT environment. The ideal candidate will bring strong troubleshooting abilities, excellent customer service skills, and hands-on experience with network infrastructure support in an operational setting.

Key Responsibilities

1. End-User Support & Service Delivery

• Provide best-in-class desktop support to all warehouse associates and office personnel.
• Troubleshoot and resolve hardware, software, and connectivity issues across user devices.
• Build strong relationships with users to enhance trust in IT and improve overall support experience.

2. Network-Connected Systems & Infrastructure Support

• Assist in maintaining local network infrastructure including IDF/patch panel work and basic switch configuration.
• Support and troubleshoot issues with wired/wireless connectivity, IP phones, and networked printers.
• Document and maintain accurate records of infrastructure layout, asset locations, and connectivity.

3. Communication & Stakeholder Collaboration

• Communicate technical information clearly to non-technical users.
• Collaborate with peers, IT leadership, and third-party vendors to ensure timely issue resolution.
• Provide timely updates to users and leadership on technical issues and ongoing support initiatives.

4. Task Management & Prioritization

• Monitor support tickets and email queues, prioritizing issues based on urgency and operational impact.
• Maintain accountability for assigned tasks and seek guidance when needed to align with team goals.
• Follow up on open issues and ensure users are informed of progress or resolutions.

5. Vendor Coordination & Onsite Work Support

• Work alongside vendors during onsite network-related projects or troubleshooting efforts.
• Validate vendor work and ensure adherence to company standards before final acceptance.
• Support deployment and testing of network or hardware upgrades.

6. Technical Growth & Continuous Improvement

• Stay current on emerging technologies relevant to desktop and network support.
• Proactively identify opportunities to streamline support processes and improve infrastructure reliability.
• Participate in knowledge sharing with other team members to raise overall team capability.

Qualifications

Education & Experience:

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 3–5 years of experience in desktop support and network-connected device troubleshooting.
• Experience in warehouse, logistics, or manufacturing environments preferred.
• Microsoft, Cisco, and ITIL certifications are a plus.

Technical Skills:

• Proficiency in Windows operating systems, Microsoft Office 365, and enterprise-level support tools.
• Hands-on experience with basic switch troubleshooting (Extreme Networks, Cisco preferred).
• Familiarity with wireless access points, IP phone systems, and network security basics.
• Experience using ITSM tools for ticket management and documentation.

Soft Skills:

• Strong communication and interpersonal skills.
• Proactive mindset with strong problem-solving ability.
• Effective multitasking and time management in high-demand environments.

Physical Requirements

• Ability to lift and move IT/networking equipment (up to 50 lbs).
• Comfortable working in a warehouse environment, including standing, walking, and various temperature conditions.