Service Desk Analyst

Service Desk Analyst

Reports To: Manager—Service 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 you’re 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 Redwood’s 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 organization
• Make End User Support more effective and efficient
• Inform management of technology trends, best practices, pitfalls, etc.
• Identify opportunities to streamline and automate procedures
• Document processes, procedures, system designs, and user how-to knowledge base articles
• Conduct regular audits of hardware and software assets, as well as user accounts and licenses
• Acquire new computers, manage the existing laptop and desktop fleets, and work with vendors to repair and return to service any faulty devices
• Manage physical phones and softphones, including telephony system management tasks within Cisco Call Manager (CUCM)
• Process standard onboarding, offboarding, and access change requests of Redwood staff
• Provide First-level support of existing business applications
• Manages 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 level
• Adherence to all documentation and administrative responsibilities.
• Identifies opportunities to improve security throughout the organization. Informs management of trending threat potentials and zero-day vulnerabilities and provides recommended action plans
• Functions 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

You’ve Got This?

• Bachelor’s degree in IT or equivalent mix of related coursework and experience
• 2-3 years managing and troubleshooting Microsoft Windows workstations in a corporate environment
• 1-3 years’ experience on a help desk / service desk team in a corporate environment using a formal ticketing platform
• Exceptional hardware and software troubleshooting abilities
• Experience with Windows Management Instrumentation (WMI) and the WMIC. WQL experience preferred
• Demonstrated experience managing user and computer objects in Active Directory and Entra
• Working knowledge of Group Policy. Experience creating GPO’s a plus
• Demonstrated experience managing mailboxes with O365 environments
• Working knowledge of TCP/IP 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 VLAN’s and subnets
• Experience managing components of cloud platforms and infrastructure, including AWS and Azure
• Experience 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 management
• Experience deploying software with tools such as InTune and Group Policy

What We Offer:

• Access to experts and resources for your Learning & Development journey
• Opportunity for internal mobility
• Employee referral bonus program
• Employee Resource Groups (ERGs)
• Annual fundraising and volunteer events to give back to communities
• Paid time off, floating holidays, time off to volunteer and rollover
• Paid parental leave
• Medical, dental, vision and 401k plans (with match)
• Flexible spending account, mass transit and dependent care plans available
• Health savings account, with a annual company contribution for plan participants
• Short-term and long-term disability; life insurance policies subsidized by company
• Additional 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 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.

Compensation Range:

Salary Range:

$75,000 - $85,000

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 and/or 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 Company’s 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 individual’s 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.