Desktop Support Analyst

About the job

The Desktop Support Analyst at C.H. Robinson will support our global internal employees with their technical needs by helping them resolve technical issues. They will focus on restoring service to the end users by leveraging their skills and established processes and procedures. They will 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 of reducing incidents. They will provide an excellent Service Experience by:

• Understanding what is being impacted and providing a full and thorough resolution
• Communicate in a clear and consistent way
• Show empathy
• Have a positive attitude
• Going above and beyond to resolve issues and help the Team

Responsibilities:

• Analyze and provide complete solutions to issues to prevent reoccurrences of issues
• Identify and escalate any new reoccurring issues for root cause investigation
• Accountable for ensuring pre-defined Service Levels are met through taking incoming incidents or requests from various sources (phone, chat, in-person), watching operational metrics to ensure Service Levels are met throughout the lifecycle of the incident or request, taking action where necessary to address or escalate issues
• Utilize various tools to resolve and analyze technical failures within application(s) to either resolve or identify the root cause of the issue
• Work with 2nd level support teams on technical issues and training questions about application usage and business process to find quick resolutions with minimal escalations and downtime
• Troubleshoot and resolve simple workstation and infrastructure issues by owning an incident or request through resolution within the Service Levels
• Collaborate with internal partners to build partnerships and take a team approach to solving problems
• Attend transition meetings to understand the scope of the changes and identify any potential concerns or risks
• Comply with Technology service management governance, standards and policies
• Identify and support opportunities for tool creation for automating processes to drive team efficiency
• Administer 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 notes

Required Qualifications:

• Associates degree in a technical field or minimum 2 years of equivalent work experience and high school diploma/GED
• Minimum 1-year work experience working with a level 1 Support team supporting Desktops

Preferred Qualifications:

• Troubleshooting experience with applications
• Basic understanding of how to manage Workstations
• Familiarity with Remote Connection tools for connecting to PCs/LTs
• Familiarity with Citrix and Terminal Services – including ability to diagnose local PC/LT or application issues
• Demonstrated basic knowledge of Active Directory
• Experience with a ticketing system
• Previous customer service experience
• Possess one of the following certifications: Microsoft Certification (MCP, MCDST, MCSE), HDI Desktop Certification, A+, Network+, or ITIL Foundations
• Ability to perform technical analysis of software, hardware, and network environments and provide a full and thorough resolution
• Ability to identify reoccurring issues
• Strong organization, attention to detail, analytical, prioritization, self-motivation, and problem resolution skills
• Willing to go above and beyond to resolve issues and help the team
• Strong written and verbal communication skills with the ability to communicate in a clear and consistent manner
• Ability to display empathy while providing an excellent service experience
• Values a diverse and inclusive work environment

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 coverage
• Enhanced Fertility benefits
• Flexible Spending Accounts
• Health Savings Account (including employer contribution)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid and floating holidays
• Paid time off (PTO)
• Paid parental leave
• Paid time off to volunteer in your community
• Charitable Giving Match Program
• 401(k) with 6% company matching
• Employee Stock Purchase Plan
• Plus a broad range of career development, networking, and team-building opportunities

Dig in to our full list of benefits on OUR CULTURE page.

Why Do You Belong at C.H. Robinson?

Standing out among the world’s largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world’s economy. With 19 million shipments annually for 105,000 customers, our people and technology literally move the world.

As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World’s Most Admired Companies 2022. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn’s Top Companies in Minneapolis-St. Paul 2021. And we’re not stopping there… Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.company, FORTUNE has also named C.H. Robinson one of the World’s Most Admired Companies 2022. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn’s Top Companies in Minneapolis-St. Paul 2021. And we’re not stopping there… Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.