Help Desk Analyst
Description
What will you be doing?
A Help Desk Analyst is responsible for providing technical support to all MoLo employees and serves as the first point of contact for user support requests. This includes troubleshooting, triage, and escalation for issues stemming from hardware and software. A Help Desk Analyst is expected to provide a high level of internal customer service and respond to issues with a sense of urgency. While this is an entry-level position, MoLo works with a variety of software applications providing an opportunity for team members to continually learn and grow.
Responsibilities:
- Serve as Tier 1 tech support and escalate issues as necessary
- Provide desk side support to all employees including troubleshooting common hardware, software, and connectivity issues
- Address and resolve issues related to end-user devices including desktop, laptop, tablet, mobile devices, phones and phone systems, conference room technologies, and any other associated end-user technologies
- Manage new hire equipment setup including hardware orders, workstation setup, and new user provisioning
- Answer Help Desk calls and execute requests received through the online ticketing system
- Perform basic system and user maintenance
- Update Microsoft 365 and Active Directory in real-time for items such as role changes, data changes, and user assignments
- Maintain IT asset inventory and manage the equipment issuing process
- Provide after hours and on-call support as needed
Requirements
What we’re looking for:
- Proficiency with the following software: Microsoft Exchange (PowerShell experience preferred), Active Directory, Office 365, Windows 10, Slack, and Jira (or similar ticketing system)
- Proven history of proactively addressing and resolving technical issues
- Patience and strong communication skills, both verbal and written
- Ability to lift and move equipment up to 50lbs
- Logistics industry experience preferred
- Bachelor’s degree preferred
- Preferred experience in the following programs: Salesforce, Windows Server, Cisco Unified Communications Manager
Other software currently in use by MoLo: Nextiva (BroadWorks), Google G Suite, Azure, Zoom, ConnectWise, PagerDuty, Microsoft Intune, JAMF, WordPress, Cloudflare, Textline, SnapComms, Asset Tiger, Cisco Meraki
Why MoLo?
- Casual and fun start-up culture focused on teamwork
- Transparent leadership with access to the executive team
- Extensive industry training program
- Innovative career development program with unlimited access to LinkedIn Learning
- Competitive compensation
- Opportunity for growth and internal advancement opportunities
- Employee resource groups: DE&I, Women of MoLo, Philanthropy, and Professional Development
- Comprehensive benefits package including, but not limited to, medical, dental, vision, life insurance, paid time off, paid parental leave, 401K with company match, student loan assistance, gym discount, pet insurance
About Us
Driven by passion. Driven to deliver. Driven for better. What drives you?
We are an innovative start-up, making a name for ourselves in logistics. We pride ourselves on being transparent, collaborative, and strategic. Investing in our customers, carriers, and employees is what differentiates us from the competition. We connect shippers who need to move their goods and the truck drivers that have capacity to haul those goods. We are at the core of the economy, moving hundreds of truckloads across North America every day. Founded in 2017 with just three employees, MoLo boasts over 400 employees four years later. We are located in the West Loop of Chicago and the heart of downtown Nashville. MoLo has an appetite for growth, relentless commitment to customer service, and an inclusive work culture. Discover something different. Find your future at MoLo today.
We are an equal opportunity employer and actively seek a diverse community of professionals: people of color, all genders, veterans, LGBTQIA+, etc. We welcome people of all identities to apply!