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The IT Service Desk Technician III works independently and as part of the Service Desk team to support and maintain Echo technology. This role serves as the third point-of-contact for end users reporting various IT issues and also as an escalation point to members of the Service Desk. This role is a critical connection/transition point between the Service Desk and the technical IT Departments and experts.
Position Overview:
The IT Service Desk Technician III works independently and as part of the Service Desk team to support and maintain Echo technology. This role serves as the third point-of-contact for end users reporting various IT issues and also as an escalation point to members of the Service Desk. This role is a critical connection/transition point between the Service Desk and the technical IT Departments and experts.
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Responsibilities:
- Customer Service - Work with company executives and VIPs ( white glove service), communication, timely resolution, professional demeanor, deliver instructions, and training
- Application Support - administer user accounts, on/off boarding, maintenance activities, triage, test, document
- Desktop Support - install, troubleshoot, configure, assembly/disassembly, imaging
- Teamwork - build processes, build procedures, build knowledge base material, cross train, support team efforts
- Subject Matter Expertise - expertise in multiple areas of Echo IT
- Site Support - lifecycle refresh, technical support, instruction, training
- Vendor Relations - work with various 3rd party vendors on troubleshooting and integrating the various technologies deployed within the org.
- Smart Hands - as an onsite agent be able to assist and receive instructions from remote IT teams with tasks that require in person troubleshooting.
Skills:
- Experience supporting Windows 11, the MS Office 365, VoIP telecommunications, Active Directory, and MS Exchange
- Imaging and software deployment using InTune
- User, account, and software administration for VPN - Global Protect
- Basic knowledge of virtualization
- Basic knowledge with storage technologies
- Working knowledge of IP phone configuration (physical and softphones)
- Basic knowledge of Cisco UCM and Unity administration
- Industry certifications: CompTIA A+, Network+
- Basic knowledge of the ITIL framework and components
- Adapt to changing timelines and project deadlines based on the needs of the org
- Communication - effectively communicate and instruct non-technical users working off site troubleshooting steps and instructions
- 2 Year College Degree or 5-10 years of relevant working experience
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 work day. The employee is regularly required to sit, talk, or hear.
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.
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.
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