IT Service Desk Tech Ii

Echo Global Logistics
United States, Illinois, Chicago
600 West Chicago Avenue (Show on map)
May 01, 2025
The IT Service Desk Technician II works independently and as part of the Service Desk team to support and maintain Echo technology. This role serves as the Point of-contact for end users reporting various IT issues with experience in Audio-Visual(AV) systems and also as an escalation point to members of the Service Desk. It is pertinent that this person demonstrate mastery of all Echo business functions, applications and technology . They must exhibit strong communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for identifying and resolving technical issues with AV equipment promptly to minimize downtime. Provide on-site and remote support to users, assisting with AV systems operation and addressing any inquiries, computer systems or core application issues that are escalated and communicated in a timely manner. This role is a critical connection/transition point between the Service Desk and the technical IT Departments. Job Duties & Responsibilities Customer Service - communication, timely resolution, professional demeanor, deliver instructions, and training. Application Support - administer user accounts, maintenance activities, triage, test, document Desktop Support - install, troubleshoot, configure, assembly/disassembly, imaging Teamwork - build processes, build procedures, build knowledge base material, cross train, support team efforts Subject Matter Expertise - expertise in multiple areas of Echo IT Site Support - lifecycle refresh, technical support, instruction, training Required Skills In depth knowledge of core areas of Echo Technology supported by the Service Desk Experience supporting Windows 11, the MS Office Suite, VoIP telecommunications (Ring Central) Active Directory, and MS Exchange Knowledge of AV technologies - Audio and video equipment (cable boxes, AV receivers, media players, microphones, power speakers, mixers) and IP network equipment (Ethernet and AVB cables) Strong Problem-Solving skills Exceptional customer service skills Excellent verbal and written communication skills Self-managed, motivated and a team-oriented Ability to multi-task in a fast-paced, fluid work environment Ability to follow tasks through to their completion with a high degree of accuracy and quality 3-5 years of relevant working experience Preferred Skills Imaging and software deployment Intune User, account, and software administration for VPN Basic knowledge Windows Server administration and configuration Basic knowledge of virtualization Basic knowledge with storage technologies Working knowledge of IP phone configuration Industry certifications: CompTIA A+, Network+, MCSA Basic knowledge of the ITIL framework and components Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively. #LI-MA1 Benefits For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers. Compensation $56,550.00-81,400.00 per year