IT Service Desk Expert

Support Kuehne+Nagel’s global end users with advanced IT troubleshooting, enterprise technology support, and service desk leadership in Naugatuck, CT.

Responsibilities

• Deliver advanced Level 2 and Level 3 support for escalated incidents, service requests, and complex technical issues across the organization.
• Troubleshoot, diagnose, and resolve customer-reported system issues while maintaining timely, effective service delivery.
• Configure, implement, and maintain end-user devices, applications, and technology solutions aligned to business requirements.
• Create technical documentation, perform root cause analyses, and compile escalation packages for engineering and development teams.
• Drive continuous improvement by identifying opportunities to enhance service desk processes, workflows, and customer satisfaction.
• Participate in IT initiatives including projects, technology rollouts, upgrades, and enterprise improvement efforts with cross-functional partners.
• Mentor Service Desk team members, maintain knowledge base documentation, and support after-hours support rotations as needed.

Requirements

• 5+ years of experience providing enterprise-level IT support, including Level 2 and Level 3 troubleshooting in a corporate or managed services environment.
• Strong technical expertise supporting Microsoft 365, Azure, Intune, cloud-based applications, MDM tools, Windows, Mac devices, and mobile technologies.
• 3+ years experience managing technology deployments, device rollouts, system implementations, or IT-related projects.
• Excellent analytical, troubleshooting, and problem-solving skills, with the ability to manage multiple priorities and work independently in a fast-paced environment.
• Strong communication, customer service, and stakeholder management skills, with experience supporting users across diverse teams, locations, and cultures.

Technologies

• Microsoft 365
• Azure
• Intune
• MDM tools
• Windows
• Mac devices

Benefits

• Health and welfare benefits
• 401(k) retirement savings plan
• Tuition reimbursement
• Incentive compensation for eligible roles

Work Authorization

• This position is not eligible for employment visa sponsorship.
• Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship.

E-Verify

• Kuehne+Nagel participates in E-Verify.
• Kuehne+Nagel will provide the federal government with your Form I-9 information to confirm authorization to work in the U.S.
• Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

AI Tools Notice

• Artificial intelligence (AI) tools may be used to assist in specific processes.
• These tools analyze information to support decision-making, and final decisions are made by human reviewers.

Location: Naugatuck, CT (onsite) | Pay: USD 38 - 43 per hour | Experience: 5+ years