Address
Form of workDesktop Support Engineer
Reports To: Manager Desktop Support
Location: Chicago, IL
Environment: Onsite 2 days a week /3 days remote
Status: Salaried, Exempt
Work Schedule:
This position is FULL-TIME and Onsite 2 days a week / 3 days remote/ More flexibility in the future, from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.
Who We Are:
Redwood Logistics is one of the fastest growing? and most innovative 4PL providers offering supply chain execution and next-generation supply chain technology solutions.? For more than 20 years, Redwood Logistics has been helping move businesses forward by connecting our clients to winning strategies. As a next-generation leader in forth-party logistics (4PL), we live at the intersection of logistics and technology. We focus brilliant minds, technology services, and performance excellence to modernize supply chains.
From our diversity of services, data-driven network solutions, and strategically integrated model, we have positioned ourselves as the dominant player in the mid-market space operating across North America and Mexico. We are a privately held company, managing significant transportation spend - we are big, but flexible with an entrepreneurial spirit.
Our continued success is driven by our fearless and innovative people. Being part of the Redwood family means taking the road less traveled, building each other up to greatness, and always leaving room for fun!
Ready to grow with us? With $1.4B in Revenue, 34% YOY SaaS growth and 400% SaaS pipeline, now is the time to join Redwood!
Purpose of Your Work:
As a Desktop Support Engineer you will be responsible for End User Compute / Service Desk team, part of the wider Corporate IT Operations group. This team of 5 is responsible for delivering IT services and support to the entire Redwood enterprise, with on-site presence at our Austin, TX site and a virtual presence across all our North America locations. Additional responsibilities include management of endpoints, software, and Redwood's BMC Remedyforce implementation, as well as Incident Management, Request fulfillment, and assisting engineering teams with projects tasks as needed. This role reports to the Manager of End User Services.]
The Desktop Support Engineer's primary function is responding to and resolving incidents and service requests in a timely manner, with exceptional attention to detail and a high level of customer service. Additional responsibilities with security and performance of the end user computing environment at Redwood Logistics by leveraging experience, designing new systems and procedures, and offering comprehensive knowledge of current and break-out technologies including best practices and trends, while simultaneously providing support and mentorship to the rest of the End User Support team. Key responsibilities include: Collaborating with management and internal teams to deliver best-in-class service throughout the organization; Make End User Support more effective and efficient; and informing management of technology trends, best practices, pitfalls, etc.
The ideal candidate for this role is one who is fired up to succeed and desires to face challenges every day, shoulder to shoulder with their teammates. The candidate will be comfortable with ambiguity and acting with little information or oversight. The candidate is detail oriented, a strong communicator, and has a strong business acumen. Continual Process Improvement is a constant consideration throughout this person's day-to-day activities, and they are adept at finding new and inventive ways for the team to become more effective and efficient. The ideal candidate thrives in a fast-paced team atmosphere, brings a positive attitude to work every day, seeks out knowledge and new information, takes ownership of their actions, and has fun.
How You Make a Difference Everyday:
You've Got This?
What We Offer:
Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company's needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual's actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.
Reports To: Manager Desktop Support
Location: Chicago, IL
Environment: Onsite 2 days a week /3 days remote
Status: Salaried, Exempt
Work Schedule:
This position is FULL-TIME and Onsite 2 days a week / 3 days remote/ More flexibility in the future, from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.
Who We Are:
Redwood Logistics is one of the fastest growing? and most innovative 4PL providers offering supply chain execution and next-generation supply chain technology solutions.? For more than 20 years, Redwood Logistics has been helping move businesses forward by connecting our clients to winning strategies. As a next-generation leader in forth-party logistics (4PL), we live at the intersection of logistics and technology. We focus brilliant minds, technology services, and performance excellence to modernize supply chains.
From our diversity of services, data-driven network solutions, and strategically integrated model, we have positioned ourselves as the dominant player in the mid-market space operating across North America and Mexico. We are a privately held company, managing significant transportation spend - we are big, but flexible with an entrepreneurial spirit.
Our continued success is driven by our fearless and innovative people. Being part of the Redwood family means taking the road less traveled, building each other up to greatness, and always leaving room for fun!
Ready to grow with us? With $1.4B in Revenue, 34% YOY SaaS growth and 400% SaaS pipeline, now is the time to join Redwood!
Purpose of Your Work:
As a Desktop Support Engineer you will be responsible for End User Compute / Service Desk team, part of the wider Corporate IT Operations group. This team of 5 is responsible for delivering IT services and support to the entire Redwood enterprise, with on-site presence at our Austin, TX site and a virtual presence across all our North America locations. Additional responsibilities include management of endpoints, software, and Redwood's BMC Remedyforce implementation, as well as Incident Management, Request fulfillment, and assisting engineering teams with projects tasks as needed. This role reports to the Manager of End User Services.]
The Desktop Support Engineer's primary function is responding to and resolving incidents and service requests in a timely manner, with exceptional attention to detail and a high level of customer service. Additional responsibilities with security and performance of the end user computing environment at Redwood Logistics by leveraging experience, designing new systems and procedures, and offering comprehensive knowledge of current and break-out technologies including best practices and trends, while simultaneously providing support and mentorship to the rest of the End User Support team. Key responsibilities include: Collaborating with management and internal teams to deliver best-in-class service throughout the organization; Make End User Support more effective and efficient; and informing management of technology trends, best practices, pitfalls, etc.
The ideal candidate for this role is one who is fired up to succeed and desires to face challenges every day, shoulder to shoulder with their teammates. The candidate will be comfortable with ambiguity and acting with little information or oversight. The candidate is detail oriented, a strong communicator, and has a strong business acumen. Continual Process Improvement is a constant consideration throughout this person's day-to-day activities, and they are adept at finding new and inventive ways for the team to become more effective and efficient. The ideal candidate thrives in a fast-paced team atmosphere, brings a positive attitude to work every day, seeks out knowledge and new information, takes ownership of their actions, and has fun.
How You Make a Difference Everyday:
- Document processes, procedures, system designs, and user how-to knowledge base articles
- Conduct regular audits of hardware and software assets, as well as user accounts and licenses
- Acquire new computers, manage the existing laptop and desktop fleets, and work with vendors to repair and return to service any faulty devices
- Manage physical phones and softphones, including telephony system management tasks within Cisco Call Manager (CUCM)
- Process standard onboarding, offboarding, and access change requests of Redwood staff
- Provide First-level support of existing business applications
- Manages hardware and software assets as well as assent management processes. Maintains and improves the software deployment process and assists in new computer deployment images. Ensure PCs are patched and functioning at a high level.
- Identifies opportunities to improve security throughout the organization. Informs management of trending threat potentials and zero-day vulnerabilities and provides recommended action plans.
- Functions as a subject matter expert on laptops and desktops computing technologies. Keeps management informed and make recommendations that promote the overall effectiveness of the IT services offered to the business
You've Got This?
- Bachelor's degree in IT or equivalent mix of related coursework and experience
- 1-3 years experience on a help desk / service desk team in a professional environment, including VIP support
- Candidate must be detail-oriented with the ability to take initiative
- 2-3 years managing and troubleshooting Microsoft Windows workstations in a professional environment
- Demonstrated experience managing user and computer objects in Active Directory.
- Working knowledge of Group Policy. Experience creating GPO's a plus.
- Demonstrated experience managing mailboxes with O365 environments
- Working knowledge of TCP/IP networking and related technologies, including DNS, DHCP, route, switch, and VPN. Candidate must thoroughly understand IP addressing and subnetting (able to explain subnet masks via binary counting) and have a conceptual understanding of the difference between VLAN's and subnets.
- Experience and understanding of all OSI network layers, including conceptual understandings of VLAN/vNets.
- Experience with cloud platforms and infrastructure, including AWS and Azure
- Experience with Windows Management Instrumentation (WMI) and the WMIC. WQL experience preferred.
- Experience using PowerShell to conduct and automate routine tasks. The ideal candidate will know how to perform all the standard ADUC tasks via PowerShell, as well as connect to O365 with PowerShell for user, group, and license management. Working knowledge of hash tables and splatting a plus.
- Experience with application/device management with tools such as InTune, SCCM, Group Policy
What We Offer:
- Paid time off, with extra floating holiday, time off to volunteer and rollover
- Paid parental leave policies
- Medical, dental, vision and 401k plans (with match)
- Culture of unlimited growth with new positions and departments created regularly to support our growing customer base
- Employee referral bonus program
- Flexible Spending Account, mass transit and dependent care plans available
- Health savings account, with a liberal annual company contribution for plan participants
- Short-term, long-term and life insurance policies subsidized by company
- Additional benefits including pet insurance, accident care, access to legal advice and more
- We have embarked in our DE&I journey, through the creation of Employee Resource Groups, which provides our employees the opportunity to participate, lead and/or create a community that they are passionate about, an ally to, or are a part of
- Annual fundraising and volunteer events to give back to communities
Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company's needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual's actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.
