The IT Service Desk II Analyst is an advanced support role responsible for delivering technical assistance to end users and serving as an escalation point across United States Cold Storage Inc’s technology environment. The position focuses on end-user computing, collaboration tools, endpoint technologies, and enterprise applications, with ownership through incident and service request resolution.
Key Responsibilities
- Provide advanced technical support for hardware, software, operating systems, mobile devices, printers, collaboration tools, and enterprise applications.
- Handle incidents and service requests through the full lifecycle, maintaining accurate documentation, clear communication, and alignment with service level expectations.
- Troubleshoot and resolve endpoint, workstation, network connectivity, and application issues while minimizing disruption to business operations.
- Escalate complex technical problems to appropriate IT teams or vendors while maintaining ownership until resolution.
- Configure, deploy, maintain, and support desktops, laptops, mobile devices, peripherals, and related endpoint technologies.
- Support Microsoft 365 services and perform administration activities involving Active Directory, Intune, Azure, Exchange, and related user administration tasks.
- Assist with installation, maintenance, and operational support for network and infrastructure services.
- Support onboarding activities including equipment deployment, workstation setup, and orientation to technology resources.
- Create and maintain knowledge base articles, technical documentation, and operational procedures.
- Mentor Service Desk Level I technicians through knowledge sharing and troubleshooting guidance.
- Identify recurring issues, automation opportunities, process improvements, and strategies to reduce ticket volume.
- Collaborate with vendors and service providers to resolve technology issues and improve service reliability.
- Participate in on-call, after-hours, holiday, or shift support rotations when required.
- Travel occasionally to US Cold facilities to support projects, deployments, and onsite technical initiatives.
Requirements
- Associate’s degree, technical certification, or an equivalent combination of education and experience.
- Minimum 2 years of experience supporting Service Desk operations, desktop support, or end-user computing environments.
- Experience troubleshooting Windows operating systems and Microsoft Office applications.
- Experience supporting Office 365/Microsoft 365 environments.
- Experience configuring and supporting laptops, desktops, printers, mobile devices, and peripherals.
- Strong customer service, communication, documentation, and problem-solving skills.
- Working knowledge of networking fundamentals and common troubleshooting methodologies.
- Ability to work independently while collaborating effectively with technical and business teams.
Technologies
- Windows
- Microsoft Office
- Microsoft 365 / Office 365
- Active Directory
- Intune
- Azure
- Exchange
- Microsoft Azure
Preferred Qualifications
- A+ Certification.
- Experience with Active Directory, Exchange, Intune, and Microsoft Azure administration.
- Experience supporting macOS devices.
- Familiarity with ITIL practices and service management frameworks.
- Technical writing and knowledge management experience.
- Experience working with vendor support organizations and managed service providers.
Compensation, Location, and Structure
- Department: Information Technology
- Location: Camden, NJ (onsite)
- Reports to: Associate Manager, Service Desk
- Employment type: Full-Time, Exempt
- Compensation range: $60,000 - $70,000 annually (commensurate with experience)
- Travel: Less than 10%
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)
Operational and Physical Context
This role is primarily technical and office-based, with occasional interaction in operational environments depending on business and system support needs. The position may require physical effort associated with using a computer to access information, or occasional standing, walking, and lifting to support day-to-day activities. Effective communication, vision, and hearing are essential for safety and productivity. The role involves operating scanners, tablets, radios, phones, computers, and other required equipment, and additional work hours may be requested to support projects, operational priorities, technology deployments, or critical incidents. In-person meetings and training sessions occur regularly, and the work environment can be fast-paced with competing priorities and service commitments.
Additional Information
- Job functions may vary based on operational requirements; the description outlines primary duties and responsibilities and is not intended to be exhaustive.
- Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions.
- This job description may not encompass every task necessary to successfully perform the position.
