Service Desk Analyst

Service Desk Analyst Reports To ManagerService Desk Location Chicago IL Environment Hybrid 4 days on site 1 day remote Status Exempt Who We Are Recognized by Gartner in their Modern 4PL Market Guide Redwood Logistics is at the forefront of industry innovation Our cutting edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico Leveraging a comprehensive range of services data centric network solutions and a seamlessly integrated platform we have established our prominence as a key player in the mid market segment within the freight tech industry Whether youre just starting your career or are an established professional looking for your next opportunity Redwood inspires innovation across teams to provide transformative solutions for our customers Purpose of Your Work As a Service Desk analyst working within Shared Services one of our entities you will be responsible for delivering IT services and support to the entire Redwood enterprise with on site presence at our Chicago headquarters and Monterrey Mexico office and a virtual presence across all our other North America locations Additional responsibilities include management of endpoints software and Redwoods BMC Remedyforce implementation as well as Incident Management Request fulfillment and assisting security and engineering teams with project tasks as needed How You Make a Difference Everyday Collaborate with management and internal teams to deliver best in class service throughout the organizationMake End User Support more effective and efficientInform management of technology trends best practices pitfalls etcIdentify opportunities to streamline and automate proceduresDocument processes procedures system designs and user how to knowledge base articlesConduct regular audits of hardware and software assets as well as user accounts and licensesAcquire new computers manage the existing laptop and desktop fleets and work with vendors to repair and return to service any faulty devicesManage physical phones and softphones including telephony system management tasks within Cisco Call Manager CUCMProcess standard onboarding offboarding and access change requests of Redwood staffProvide First level support of existing business applicationsManages hardware and software assets as well as assent management processes Maintains and improves the software deployment process and assists in new computer deployment images Ensure PCs are patched and functioning at a high levelAdherence to all documentation and administrative responsibilitiesIdentifies opportunities to improve security throughout the organization Informs management of trending threat potentials and zero day vulnerabilities and provides recommended action plansFunctions as a subject matter expert on laptops and desktops computing technologies Keeps management informed and make recommendations that promote the overall effectiveness of the IT services offered to the business Youve Got This Bachelors degree in IT or equivalent mix of related coursework and experience2 3 years managing and troubleshooting Microsoft Windows workstations in a corporate environment1 3 years experience on a help desk service desk team in a corporate environment using a formal ticketing platformExceptional hardware and software troubleshooting abilitiesExperience with Windows Management Instrumentation WMI and the WMIC WQL experience preferredDemonstrated experience managing user and computer objects in Active Directory and EntraWorking knowledge of Group Policy Experience creating GPOs a plusDemonstrated experience managing mailboxes with O365 environmentsWorking knowledge of TCPIP networking and related technologies including DNS DHCP route switch and VPN Candidate must thoroughly understand IP addressing and subnetting and have a conceptual understanding of the difference between VLANs and subnetsExperience managing components of cloud platforms and infrastructure including AWS and AzureExperience using PowerShell to conduct and automate routine tasks The ideal candidate will know how to perform all the standard ADUC tasks via PowerShell as well as connect to O365 with PowerShell for user group and license managementExperience deploying software with tools such as InTune and Group Policy What We Offer Access to experts and resources for your Learning & Development journeyOpportunity for internal mobilityEmployee referral bonus programEmployee Resource Groups ERGsAnnual fundraising and volunteer events to give back to communitiesPaid time off floating holidays time off to volunteer and rolloverPaid parental leaveMedical dental vision and 401k plans with matchFlexible spending account mass transit and dependent care plans availableHealth savings account with a annual company contribution for plan participantsShort term and long term disability; life insurance policies subsidized by companyAdditional benefits including pet insurance accident care access to legal advice and more Work Schedule This position is full time and hybrid Monday through Friday from 800 AM to 500 PM with an hour break but flexibility is available based on coverage Compensation Range Salary Range 75000 85000 This position is eligible to earn annual incentives based on individual and company performance The estimated pay range reflects an anticipated range for this position The actual base salary offered will depend on a variety of factors including the qualifications of the individual applicant for the position years of relevant experience specific and unique skills level of education attained certifications or other professional licenses held and the geographical location in which the applicant lives andor which they will be performing the job Redwood is an equal opportunity employer Employment decisions at the Company are based on individual merit qualifications abilities and the Companys needs and resources The Company does not discriminate in recruiting hiring compensation promotions discipline termination or any other aspect of employment on the basis of an individuals actual or perceived race color creed religion sex including pregnancy childbirth and related medical conditions sexual orientation gender identity national origin ancestry citizenship status age disability marital status military service or status genetic information arrest and conviction record credit history or any other basis protected by applicable law

Created: 2026-04-02