Service Desk Analyst L2

Position: Service Desk Analyst Level II

Job Description:

Forward Air is seeking an IT Help Desk Level II professional with a strong background in hardware provisioning and deployment to maintain our hardware assets across the organization. 

Core Responsibilities & Duties:

• Hardware Provisioning & Lifecycle Management
• Configure, deploy, and maintain desktops, laptops, mobile devices, and peripherals.
• Manage inventory, asset tagging, and warranty tracking.
• Installs new hardware and software for customers utilizing remote management tools
• Follow standard help desk procedures like logging all help desk interactions
• Redirect problems to appropriate resources
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Demonstrate excellent communication skills
• Influencing a positive work environment that fosters team performance through own work and behavior
• Ability to lift 50lbs
• Other duties as assigned

Qualifications:

• 3+ years of related technical helpdesk and customer service experience
• A+, MCP, and / or MCSE Certifications
• Associate degree and/or bachelor's degree preferred
• Experience with Intune/Autopilot provisioning
• Experience with Azure/Entra ID
• Experience with Service Now asset management is a plus
• Strong analytical abilities are required to interact with customers to evaluate work and provide technical assistance.
• Good interpersonal skills are required to interact with customers and clients and provide technical assistance to resolve problems
• Good organizational skills are required to communicate effectively

Skills:

• The ideal candidate will possess a “can do” attitude with a “will do” work ethic
• Must have the ability to work in a fast-paced environment
• Transportation industry knowledge and experience is a plus

Forward Air is an Equal Opportunity employer.

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies" publication