Arrive Logistics - Columbus, OH
posted 3 months ago
About the position
Arrive Logistics is a leading transportation and technology company in North America, having surpassed $2 billion in annual revenue with plans to grow significantly year over year. Our success is a testament to our remarkable team and what we're building together. We're committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment. There's never been a more exciting time to get on board, so read on to learn more and apply today! The IT Support Specialist will serve as the main point of contact within the Service Desk to resolve frontline issues for employees and will assist with setting up new Arrive offices. This position will serve as the go-to resource for desk-side troubleshooting, technical support, workstation support, and system set-up. Internal users of our systems will look to you for various issue resolutions, including email and desktop software support, printer troubleshooting, conference room support, and network connectivity issues. The IT Support Specialist may also have basic interaction with vendors and may be the sole IT owner & representative of our Service Desk Team at our Columbus office. As an IT Support Specialist, you will also coordinate with Arrive's InfoSec and Infrastructure team to fix and troubleshoot any problems that arise in the office. You will assist with setup and maintenance of your local office network, computer setup, distribution, and onboarding. If you are interested in helping with Arrive's growth then this is the job for you!
Responsibilities
- Work within established troubleshooting guides and knowledge base to resolve tickets in a timely manner and provide resolutions for support tickets.
- Handle complex issues and escalations independently, pulling in the other Service Desk teams as needed.
- Provide onboarding/offboarding support, technical consulting, system configuration, and troubleshooting for computer or technical problems.
- Install, assemble, and configure computers, monitors, network devices and peripherals such as printers, scanners, switches, and related hardware.
- Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
- Take full ownership on special projects and related duties as assigned by management.
- Consistently meet and exceed goals and SLAs for customer service, technical quality and first call resolution.
- Work in an elevated capacity and provide mentorship to the Service Desk Technicians on the team.
- Administer, configure, and troubleshoot enterprise applications and systems.
Requirements
- 4+ years Customer Service experience, inclusive of 2 years min of service desk or related experience
- Experience monitoring and maintaining network and security systems or relevant knowledge
- Independent self-starter with demonstrated ability to take on increasing levels of responsibility
- Great communicator with the ability to work alongside a team across multiple locations
- Experience with Active Directory, remote desktop tools, and ticketing systems
- Experience with Google Workspace Admin, Okta, hard phone/softphone applications, and other various Enterprise applications preferred.
- Highly self-motivated and directed
- Communicate ideas and recommendations to improve technology and work inefficiencies
- Detail oriented, with an emphasis on accuracy & follow-up
- Ability to solve problems and multi-task independently
- Strong documentation, organizational, written and communication skills
- Strong technical, analytical, and critical thinking skills
- Strives to continuously grow knowledge and skills
- Working knowledge of computer operating systems, MDM, networking systems and applications software within an IT help desk environment
- Ability to exercise patience with end users possessing varying degrees of computer knowledge/system skills
- Ability to take a proactive approach to issue resolution
- Experience troubleshooting and supporting A/V (including conference rooms)
- Lifting and transporting moderately heavy objects, such as monitors, computers, and other equipment
- Flexible & solutions-oriented.
Nice-to-haves
- Experience with Google Workspace Admin
- Experience with Okta
- Experience with hard phone/softphone applications
- Experience with various Enterprise applications
Benefits
- Free parking
- Disability insurance
- Relocation assistance
- Health insurance
- Dental insurance
- Happy hour
- Employee assistance program
- Vision insurance
- 401(k) matching
- Referral program
