Service Desk Analyst

Why Work for Saddle Creek?

Saddle Creek Logistics Services succeeds by promoting a diverse, friendly, and respectful teamwork environment. As a vital service provider, we not only make a difference in our community but offer our associates opportunities to enhance their skills, build meaningful careers and end each day with a sense of accomplishment. If you’re looking for a family-oriented company that lives by its values and offers competitive pay and benefits, join our team today.

Note that if you are viewing this posting on an external job board (such as Indeed, LinkedIn, ZipRecruiter, etc.), unless specifically stated in the posting, the provided salary estimates may not be accurate as they are not provided by Saddle Creek. Our recruiters look forward to speaking with you about your background, skills, and compensation requirements.

Department: Information Services – Technical Services

Location: Lakeland, FL

Shift: Monday – Friday, 8am-5pm (after hours support – approx. every 20 weeks)

Position Description

The Service Desk Analyst provides support for information systems, applications, and technologies for Saddle Creek associates within the environment. The Service Desk Analyst reports to the Associate Manager, Service Desk and works with corporate Information Services (IS) to complete or lead tactical and operational initiatives as needed and works closely with leadership in achieving goals.

Responsibilities

• Respond promptly to technical assistance requests via our ticketing system, in-person interactions, phone calls, or electronic communications.
• Provide technical support of all networked devices within a Microsoft environment, as well as cloud services (PCs, printers, network/communications equipment, Microsoft Office, etc.) both locally and remotely.
• Serve as a Subject Matter Expert (SME) for Service Desk operations, ensuring consistent performance and process improvement.
• Support application upgrades and business go-lives at your location with the assistance of the SME teams.
• Mentor and train new hires and service desk personnel to foster a high-performing team.
• Provide training to end users for both general use of PCs, to proper use of our in-house applications.
• Identify and escalate situations requiring urgent attention
• Facilitates purchasing of computer hardware and software.
• Maintains detailed documentation of your local infrastructure; including the basic software/hardware.
• Develop and document service desk processes to enhance efficiency and consistency.
• Performs replacements/upgrades of equipment based on product lifecycle or business growth.
• Coordinate and supervise outside service providers (vendors/contractors) as needed.
• Allocate 10%-15% of time collaborating with the Corporate IS team on various initiatives.
• Participate or lead in operational/project meetings as needed.
• Provide reliable off-hours support and participate in a rotating on-call schedule.
• Undertake additional duties and projects as assigned.
  
  

Qualifications

Education/Experience

• Bachelor’s Degree in Information Systems or related discipline preferred
• High School Diploma/GED Required
• Minimum of 5 years of experience providing technical support to end users
• Experience with systems change management processes
• Working knowledge of process management and the project management life cycle
• Industry certifications (CompTIA, Microsoft, HDI) preferred
• Experience in multi-site support with onsite and remote support
• Experience with ticketing systems; Service Now is a plus.
  
  

Knowledge, Skills, And Abilities

• Exceptional customer focus and professionalism with a high degree of integrity and trust.
• Strong critical thinking, decision-making, and troubleshooting skills, with the ability to perform root cause problem analysis.
• Demonstrated ability to work effectively in ambiguous situations and quickly adapt to new challenges.
• Strong interpersonal, written, and verbal communication skills, with the ability to convey technical concepts to end users.
• Proven ability to collaborate in a team environment and contribute to a positive workplace culture.
• Project management experience is preferred but not required.
• Physical ability to lift up to 25 lbs as needed.
  
  

Benefits

• Benefits package including medical, dental, vision, HSA, and medical reimbursement
• Annual bonus eligibility
• 401(k) match
• Vacation and holiday pay
• Employee assistance and identity theft protection
• Career development and opportunity for internal promotions
• Tuition reimbursement for further education
• Company paid life insurance and short term disability
  
  

Saddle Creek is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breastfeeding and related medical conditions), mental or physical disability, medical condition, military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO poster here. View the Pay Transparency Nondiscrimination Provision here. View the E-Verify Posting here.

Saddle Creek is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability to search and apply for a career opportunity, please send an e-mail to Disability.accommodation@sclogistics.com and let us know your contact information and the nature of your request.