IT Service Desk Technician
Summary
Internal IT service desk role at a logistics company: troubleshoot and resolve hardware, software, OS, network, and telecom issues for office and warehouse staff, install and configure Windows/Apple devices, printers, and phone systems, and maintain IT assets, tickets, and documentation under an IT manager.
Summary:
The IT Service Desk Technician provides technical support and maintains end-user technology, telecommunications, and related IT systems across JT Logistics Solutions and its affiliated companies. This role troubleshoots technical issues, fulfills service requests, maintains IT equipment and inventory, and supports the reliable and secure operation of company technology.
The successful candidate combines practical technical skills with strong customer service, attention to detail, clear communication, and personal accountability. The position requires the ability to manage assigned work independently within established procedures, document activities accurately, verify results, and escalate issues or decisions that require additional guidance or authorization.
Supervisory Responsibility:
None
Administrative Responsibilities:
The employee works under the direction of the IT manager or designated supervisor, who establishes priorities, objectives, and available resources. The employee plans and executes assigned work, manages routine issues within established procedures, coordinates with relevant stakeholders, and keeps the supervisor informed of progress, risks, delays, and matters requiring additional guidance or approval. The employee is expected to exercise sound technical judgment while recognizing the limits of their authority and following established policies and processes.
Work Environment:
This job operates in a professional office environment, as well as the typical warehouse environment.
Essential Job Functions:
Technical Support (35%)
- Provide technical support to employees across office, warehouse, and other company environments.
- Troubleshoot and resolve hardware, software, operating system, application, network, and telecommunications issues.
- Assist with the maintenance and troubleshooting of servers, network
- Prioritize and complete assigned work according to established service levels, business needs, procedures, and deadlines.
- Manage assigned service requests through resolution, maintaining accurate ticket documentation and communicating status and delays to users.
- Follow information security policies and access-control procedures when handling company systems, accounts, and data.
- Test and verify completed work to ensure requested outcomes are achieved and systems function as intended.
- Take ownership of assigned responsibilities, communicate proactively, and escalate risks or issues requiring additional guidance or authorization.
Installation and Configuration (25%)
- Install, configure, maintain, upgrade, and test computers, mobile devices, printers, phones, and other IT equipment.
- Support Microsoft Windows workstations, Apple devices, productivity applications, and related management systems.
- Administer telephone systems, including user setup, voicemail, calling features, and routine service changes.
Maintenance (25%)
- Maintain accurate IT asset inventories, equipment assignments, software license records, and related documentation.
- Develop and maintain knowledgebase articles, technical documentation, and standard operating procedures.
- Implement system and configuration changes in accordance with established change-management procedures and approval requirements.
Design and Development (15%)
- Provide technical guidance and training to users and coordinate with IT staff, vendors, and other departments to resolve issues and complete projects