C.H. Robinson
Desktop Support Analyst
C.H. Robinson, Eden Prairie, Minnesota, United States, 55344
C.H. Robinson is seeking a Desktop Support Analyst to support our global internal employees with their technical needs by helping them resolve technical issues with their workstation, desktop functionality, conference rooms, branch for our distributed network of offices around the globe. As a Support Analyst, you will collaborate with the infrastructure team(s) to help support new and changing technologies, also help to organize any onsite needs for our Campus including managing a small inventory of physical assets returned to the Desktop Team. You will support our executive team and contribute to global technology projects and service management initiatives, work closely with Technology and Business teams to provide an excellent service experience, high availability of our business tools, and help achieve Technology and Business goals.
At C.H. Robinson, we believe that in-person collaboration is key to driving innovation and achieving success. In this role, you will work on-site with the local team and leaders in a hybrid fashion (Shift: 6am - 3pm ). Experience the full benefits of teamwork and immediate collaboration in a vibrant and engaging workplace.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Analyze and provide complete solutions to issues to prevent reoccurrences of issuesIdentify and escalate any new reoccurring issues for root cause investigationAccountable for ensuring pre-defined Service Levels are met through:Take incoming incidents or requests from various sources (phone, chat, in-person)Watch operational metrics to ensure Service Levels are met throughout the lifecycle of the incident or requestTake action where necessary to address or escalate issuesUtilize various tools to resolve and analyze technical failures within application(s) to either resolve or identify the root cause of the issueWork with 2nd and 3rd level support teams on technical issues and training questions about application usage and business process to find quick resolutions with minimal escalations and downtimeTroubleshoot and resolve simple workstation and infrastructure issues by owning an incident or request through resolution within the Service LevelsCollaborate with internal partners to build partnerships and take a team approach to solving problemsIdentify when Technology knowledge should be updatedAttend transition meetings to understand the scope of the changes and identify any potential concerns or risksComply with Technology service management governance, standards and policesIdentify and support opportunities for tool creation for automating processes to drive team efficiencyAdminister individual user objects within Active Directory (ex. Resetting passwords, unlocking accounts, and moving users into specific group memberships according to established processes)Stay current on latest Technology findings, trends, features and functionality by researching market trends, reading new knowledge that has been created, attending trainings, and reviewing release notesHelp organize onsite assets including spare Laptops/Dekstops, cables, etc...Help ensure we have device(s) ready to be shipped in out in urgent situations when neededOther duties or responsibilities as assigned according to the team and/or country specific requirementsRequired Qualifications:
1+year work experience working with a level 1 Support team supporting DesktopsAssociates degree in a technical field or minimum 2 years of equivalent work experience and high school diploma/GEDPreferred Qualifications:
Troubleshooting experience with applicationsBasic understanding of how to manage WorkstationsFamiliarity with Remote Connection tools for connecting to PCs/LTsFamiliarity with VDI and Terminal Services - including ability to diagnose local PC/LT or application issuesDemonstrated basic knowledge of Active DirectoryExperience with a ticketing systemPrevious customer service experiencePossess one of the following certifications: Microsoft Certification (MCP, MCDST, MCSE), HDI Desktop Certification, A+, Network+, or ITIL FoundationsAbility to perform technical analysis of software, hardware, and network environments and provide a full and thorough resolutionAble to identify when internal knowledge needs to be updatedAbility to identify reoccurring issuesStrong organization, attention to detail, analytical, prioritization, self-motivation, and problem resolution skillsWilling to go above and beyond to resolve issues and help the teamAbility to collaborate with other teams and build relationships with the business and ITStrong written and verbal communication skills with the ability to communicate in a clear and consistent mannerAbility to display empathy while providing an excellent service experienceValues a diverse and inclusive work environmentQuestioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we're building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!
Equal Opportunity and Affirmative Action Employer
C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We're committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.
Affirmative Action Employer/EOE/M/F/Disabled/Veteran
Benefits
Your Health, Wealth and Self
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:
Two medical plans (including a High Deductible Health Plan)Prescription drug coverageEnhanced Fertility benefitsFlexible Spending AccountsHealth Savings Account (including employer contribution)Dental and VisionBasic and Supplemental Life InsuranceShort-Term and Long-Term DisabilityPaid and floating holidaysPaid time off (PTO)Paid parental leavePaid time off to volunteer in your communityCharitable Giving Match Program401(k) with 6% company matchingEmployee Stock Purchase PlanPlus a broad range of career development, networking, and team-building opportunities
Dig in to our full list of benefits on OUR CULTURE page.
At C.H. Robinson, we believe that in-person collaboration is key to driving innovation and achieving success. In this role, you will work on-site with the local team and leaders in a hybrid fashion (Shift: 6am - 3pm ). Experience the full benefits of teamwork and immediate collaboration in a vibrant and engaging workplace.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Analyze and provide complete solutions to issues to prevent reoccurrences of issuesIdentify and escalate any new reoccurring issues for root cause investigationAccountable for ensuring pre-defined Service Levels are met through:Take incoming incidents or requests from various sources (phone, chat, in-person)Watch operational metrics to ensure Service Levels are met throughout the lifecycle of the incident or requestTake action where necessary to address or escalate issuesUtilize various tools to resolve and analyze technical failures within application(s) to either resolve or identify the root cause of the issueWork with 2nd and 3rd level support teams on technical issues and training questions about application usage and business process to find quick resolutions with minimal escalations and downtimeTroubleshoot and resolve simple workstation and infrastructure issues by owning an incident or request through resolution within the Service LevelsCollaborate with internal partners to build partnerships and take a team approach to solving problemsIdentify when Technology knowledge should be updatedAttend transition meetings to understand the scope of the changes and identify any potential concerns or risksComply with Technology service management governance, standards and policesIdentify and support opportunities for tool creation for automating processes to drive team efficiencyAdminister individual user objects within Active Directory (ex. Resetting passwords, unlocking accounts, and moving users into specific group memberships according to established processes)Stay current on latest Technology findings, trends, features and functionality by researching market trends, reading new knowledge that has been created, attending trainings, and reviewing release notesHelp organize onsite assets including spare Laptops/Dekstops, cables, etc...Help ensure we have device(s) ready to be shipped in out in urgent situations when neededOther duties or responsibilities as assigned according to the team and/or country specific requirementsRequired Qualifications:
1+year work experience working with a level 1 Support team supporting DesktopsAssociates degree in a technical field or minimum 2 years of equivalent work experience and high school diploma/GEDPreferred Qualifications:
Troubleshooting experience with applicationsBasic understanding of how to manage WorkstationsFamiliarity with Remote Connection tools for connecting to PCs/LTsFamiliarity with VDI and Terminal Services - including ability to diagnose local PC/LT or application issuesDemonstrated basic knowledge of Active DirectoryExperience with a ticketing systemPrevious customer service experiencePossess one of the following certifications: Microsoft Certification (MCP, MCDST, MCSE), HDI Desktop Certification, A+, Network+, or ITIL FoundationsAbility to perform technical analysis of software, hardware, and network environments and provide a full and thorough resolutionAble to identify when internal knowledge needs to be updatedAbility to identify reoccurring issuesStrong organization, attention to detail, analytical, prioritization, self-motivation, and problem resolution skillsWilling to go above and beyond to resolve issues and help the teamAbility to collaborate with other teams and build relationships with the business and ITStrong written and verbal communication skills with the ability to communicate in a clear and consistent mannerAbility to display empathy while providing an excellent service experienceValues a diverse and inclusive work environmentQuestioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we're building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!
Equal Opportunity and Affirmative Action Employer
C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We're committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.
Affirmative Action Employer/EOE/M/F/Disabled/Veteran
Benefits
Your Health, Wealth and Self
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:
Two medical plans (including a High Deductible Health Plan)Prescription drug coverageEnhanced Fertility benefitsFlexible Spending AccountsHealth Savings Account (including employer contribution)Dental and VisionBasic and Supplemental Life InsuranceShort-Term and Long-Term DisabilityPaid and floating holidaysPaid time off (PTO)Paid parental leavePaid time off to volunteer in your communityCharitable Giving Match Program401(k) with 6% company matchingEmployee Stock Purchase PlanPlus a broad range of career development, networking, and team-building opportunities
Dig in to our full list of benefits on OUR CULTURE page.