IT Service Desk I

The IT Service Desk I Analyst serves as the first point of contact for end-user technology support across United States Cold Storage. Reporting to the Associate Manager, Service Desk, this role provides front-line technical assistance for hardware, software, mobile devices, collaboration tools, and end-user computing technologies.

The successful candidate will combine strong customer service skills with a solid technical foundation to ensure employee technology issues are resolved efficiently and professionally. This position is ideal for an individual seeking to grow their IT career while supporting a diverse enterprise technology environment.

What You Will Own:

• Provide first-level technical support to internal users for hardware, software, networking, and end-user technology issues.
• Diagnose, troubleshoot, and resolve issues involving desktops, laptops, printers, mobile devices, tablets, and phones.
• Respond to user inquiries through phone, email, remote support, and in-person interactions while delivering a high level of customer service
• Create, manage, document, and maintain Service Desk tickets, ensuring complete and accurate records of issues and resolutions.
• Escalate incidents and service requests to appropriate support 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 improvement, ticket reduction, and operational efficiency.
• Continuously develop technical expertise and remain current on emerging technologies and best practices.
• Travel occasionally to US Cold facilities to provide onsite technical support and deployment assistance.

Participate in on-call, weekend, holiday, and after-hours support rotations as required, * Support technology operations that enable one of North America's leading temperature-controlled logistics companies.

• Gain hands-on experience across a broad enterprise technology environment.
• Work with experienced infrastructure, application, and support teams while developing your technical career.
• Contribute directly to employee productivity and operational success.
• Participate in technology modernization and continuous improvement initiatives that impact the entire organization., This role is primarily office-based and focused on providing technical support services to corporate and operational users. Occasional travel to US Cold facilities may be required to support technology deployments, onboarding activities, and onsite issue resolution.

Physical & Operational Context:

May require physical effort associated with using a computer to access information, or occasional standing, walking, and lifting needed 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, vendors, and business partners. Work independently and collaboratively in a fast-paced environment while managing multiple priorities.

• Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
• A+ Certification or a minimum of two years of experience in an IT support environment.
• Strong customer service orientation and professional communication skills.
• Good analytical, troubleshooting, and problem-solving abilities.
• Familiarity with Microsoft Windows operating systems and common productivity software.
• Ability to manage 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.

Preferred Qualifications

• Experience supporting Active Directory, Microsoft Exchange, and Microsoft 365 environments.
• Familiarity with macOS operating systems.
• Experience supporting Cisco phone systems.
• Experience with Service Desk platforms, ticket management, and escalation processes.
• Technical writing and documentation experience.
• General awareness of project management and business operations.

Demonstrated commitment to learning new technologies and expanding technical capabilities.

Pulled from the full job description Referral program AD&D insurance Health insurance Paid time off Employee discount Vision insurance Dental insurance, If annual hours are attained, these benefits may apply. 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, and Commuter Benefit (NJ Only).

US Cold owns and operates one of the most complex temperature-controlled logistics networks in North America. Every day, our systems coordinate the storage and movement of food at national scale across a network of state-of-the-art distribution centers, including multiple highly automated warehouse facilities. We continue to advance our core warehouse and logistics platforms. Our current focus is on modular, event-driven, API-first, and cloud architectures. We continue to enhance reliability and accelerate engineering productivity by strengthening our SRE and AI practices. This is a significant investment in innovation to drive operational excellence throughout our facilities. If you want to build and support technology that enables real-world operations at scale, this is that opportunity.