IT Service Desk - Shift on site

Do you enjoy helping people and solving technology problems? Are you looking to grow your IT career and make a difference for Mainfreight team members? If so, we’d like to hear from you.

As part of the Mainfreight IT Service Desk, you’ll provide technical support to over 1,200 team members across a geographically diverse network.

This isn’t a password-reset-only Service Desk. You’ll be the first point of contact for IT, helping troubleshoot issues, find solutions, keep team members informed, and connect them with the right IT teams when needed.

What You’ll Be Doing

• Receive, document, and resolve incidents and service requests using FreshService.
• Provide hands-on and remote support for computers, software, peripherals, and branch technology.
• Troubleshoot Windows, Microsoft 365, networking, printing, Webex, and standard Mainfreight applications.
• Assist with Microsoft Entra ID accounts, access requests, MFA, device deployments, and onboarding and offboarding.
• Escalate issues to the Systems, Network, Cloud, Cyber, or Solutions teams with clear and complete information.
• Keep team members and branches updated during incidents and planned changes.
• Create helpful knowledge articles and look for ways to improve our processes.
• Follow ITSM, change, asset, and configuration management processes.

• At least 2 years of experience in IT support, desktop support, Help Desk, or Service Desk.
• Experience troubleshooting Windows 11 and Microsoft 365.
• Knowledge of Microsoft Entra ID, MFA, account management, and Microsoft Intune.
• Basic networking knowledge, including DNS, DHCP, TCP/IP, Wi-Fi, and VPN.
• Strong troubleshooting, communication, and documentation skills.
• A service-focused mindset and willingness to take ownership of issues.
• Ability to explain technical problems in a clear and simple way.

Nice to Have

• PowerShell scripting or automation experience.
• Spanish language skills.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Microsoft 365 Fundamentals.
• Microsoft Azure Fundamentals.
• ITIL 4 Foundation.

• 401(k)
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off

Location and Travel

• Based in West Chicago, IL 60185.
• Must be able to commute or relocate before starting.
• Travel is required as needed to support branch openings, relocations, technology deployments, and IT equipment setup.
• No visa sponsorship available

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance