IT Service Desk I

The IT Service Desk I role provides first-line technical support for end-user technology across United States Cold Storage Inc, with on-site duties at our Camden, NJ location. This entry-level position covers onboarding, ticketing, and hands-on deployment to keep end users productive.

Responsibilities

• Act as the initial point of contact for end-user technology support across United States Cold Storage, reporting to the Associate Manager, Service Desk; deliver frontline assistance for hardware, software, mobile devices, collaboration tools, and end-user computing technologies.
• Provide first-level technical support to internal users for hardware, software, networking, and related end-user technology issues.
• Diagnose, troubleshoot, and resolve problems involving desktops, laptops, printers, mobile devices, tablets, and phones.
• Handle inquiries via phone, email, remote support, and in-person interactions while maintaining a high standard of customer service.
• Create, manage, document, and maintain Service Desk tickets with complete records of issues and resolutions.
• Escalate incidents and service requests to appropriate teams while maintaining communication and follow-up through resolution.
• Support new employee onboarding by assisting with workstation setup, equipment deployment, software installation, and basic user training.
• Configure, image, deploy, and maintain desktops, laptops, and related endpoint technologies.
• Develop and maintain knowledge base articles, standard operating procedures, and technical documentation.
• Identify opportunities for process improvements, ticket reduction, and operational efficiency.
• Continuously develop technical expertise and stay current on emerging technologies and best practices.
• Occasionally travel to US Cold Storage facilities to provide onsite technical support and deployment assistance.
• Participate in on-call, weekend, holiday, and after-hours support rotations as required.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
• A plus certification or a minimum of two years of experience in an IT support environment.
• Strong customer service orientation and professional communication skills.
• Solid analytical, troubleshooting, and problem-solving abilities.
• Familiarity with Microsoft Windows operating systems and common productivity software.
• Ability to handle challenging support situations in a professional and customer-focused manner.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team environment.

Technologies

• Microsoft Windows
• Active Directory
• Microsoft Exchange
• Microsoft 365
• macOS
• Cisco phone systems
• Service Desk platforms

Benefits

• Medical, Dental, Vision, Prescription
• Legal Insurance
• Pet Discount
• Critical Illness
• Accident Insurance
• Hospital Indemnity
• Long Term Care + Permanent Life Insurance
• Identity Theft Protection
• Short Term Disability Insurance
• Long Term Disability Insurance
• Supplemental Disability Insurance
• Basic Life Insurance
• Accidental Death and Dismemberment Insurance
• Supplemental Life Insurance
• Supplemental Spouse Life Insurance
• Child Life Insurance
• Loan Solution
• Health Flexible Spending Account
• Dependent Flexible Spending Account
• Telemedicine
• Virtual Primary Care
• Prescription Savings Plan
• Prescription Specialty Copay Assistance Program
• Weight Management Program
• Chronic Condition Management
• Care Navigator Program
• 24/7 Nurse Line
• Expert Medical Opinion
• Precious Additions Maternity Program
• Health Advocacy
• Employee Assistance Program
• Digital Cognitive Behavioral Therapy
• Digital Physical Therapy
• Behavioral and Mental Health Platforms
• Auto and Home Discount Program
• Secure Travel Protection
• Discount Programs
• 401(k) Plan
• Education Assistance
• Paid Time Off
• Referral Program
• Commuter Benefit (NJ Only)

Why This Role Is Different

• Support technology operations for a leading temperature controlled logistics company in North America.
• Gain hands-on exposure to a broad enterprise technology environment.
• Collaborate with experienced infrastructure, application, and support teams to grow your technical career.
• Contribute directly to employee productivity and overall operational success.
• Engage in technology modernization and continuous improvement initiatives impacting the organization.

Compensation & Structure

• Department: Information Technology
• Location: Camden, NJ
• Reports To: Associate Manager, Service Desk
• Travel: Less than 10%
• Employment Type: Full-Time, Exempt
• Compensation Range: USD 55,000 – 60,000 annually (commensurate with experience)

Operational Context

This role is primarily office-based and focused on delivering technical support to corporate and operational users. Occasional travel to US Cold Storage facilities may be required to support deployments, onboarding activities, and onsite issue resolution.

Physical & Operational Context

• May require physical effort related to using a computer, with occasional standing, walking, and lifting to support daily activities.
• Effective communication, vision, and hearing are essential for safety and productivity.
• Operate scanners, tablets, radios, phones, computers, and other required equipment.
• Additional work hours may be requested to support projects, operational requirements, or special events.
• Engage in frequent communication with employees and vendors.

Additional Information

Job functions may vary based on operational needs. This description outlines the primary responsibilities and expectations associated with the position but is not intended to be an exhaustive list of duties. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the role. This job description may not encompass all tasks necessary to successfully perform the position.