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Form of workOverview
Atlas Van Lines is comprised of a family of companies that deliver transportation and related services globally through a network of quality agents and select service partners. Atlas is distinguished by agent ownership and a shared commitment to help people go new places more easily and more securely. Through a continuing emphasis on service excellence, the company has achieved extraordinary growth.
Every day we help you go new places®, with expertise in moving and logistics, bringing the world within reach.
We are seeking an enthusiastic individual to join the IT Service Desk as a Service Desk Analyst! Under limited management supervision, the Service Desk Analyst II is a mid-level, fully functioning Tier 1 support role. This position is responsible for acting as the first point of contact for all computer and application users. Service Desk Analyst II's role is to ensure proper operation so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools. Record all incidents using an incident tracking system according to the defined documentation standards. Flexibility to adapt to schedules within same shift or different shifts as needed. After hours on call rotation required.
Key Responsibilities:
Your Wellness is our Focus:
Financial Wellbeing:
Flexibility and Time Off:
Qualifications
What You'll Need:
Computer Skills
Knowledge of basic computer hardware, applications, and operating systems. Experience with internet software such as web browsers is required. Experience with Microsoft Office 365 applications, Active Directory, and Remote Desktop is preferred. Experience with Service Desk management software and mobile device support is a plus. Service Now is preferred. Familiarity with the basic principles of ITIL.
Our Promise to You:
We want you to grow with us, so we are committed to the continuous development of our employees. We offer free online training courses through our modern learning and development platform along with a company-wide mentorship program, internal employee organizations, tuition reimbursement and many other opportunities for personal growth.
*Atlas is an EO employer - Veterans/Disabled and other protected categories.
*Benefits may vary by position and/or office location
Atlas Van Lines is comprised of a family of companies that deliver transportation and related services globally through a network of quality agents and select service partners. Atlas is distinguished by agent ownership and a shared commitment to help people go new places more easily and more securely. Through a continuing emphasis on service excellence, the company has achieved extraordinary growth.
Every day we help you go new places®, with expertise in moving and logistics, bringing the world within reach.
We are seeking an enthusiastic individual to join the IT Service Desk as a Service Desk Analyst! Under limited management supervision, the Service Desk Analyst II is a mid-level, fully functioning Tier 1 support role. This position is responsible for acting as the first point of contact for all computer and application users. Service Desk Analyst II's role is to ensure proper operation so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools. Record all incidents using an incident tracking system according to the defined documentation standards. Flexibility to adapt to schedules within same shift or different shifts as needed. After hours on call rotation required.
Key Responsibilities:
- Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Supports users (agents, subsidiaries, PVOs, etc.) concerning problems and services that are basic and less complex. Build rapport and elicit problem details from Service Desk customers. Test fixes to ensure an incident has been adequately resolved.
- Adheres to procedures and policies to ensure service requests are answered quickly and accurately. Use remote tools and diagnostic utilities to aid in troubleshooting. Identify and learn appropriate software/hardware used and supported by the organization. Prioritize incidents and service requests according to defined processes to meet defined SLAs. Research solutions through internal and external knowledgebase as needed.
- Security administration for end user application accounts. Escalate incidents with accurate documentation to suitable technician, when required. Contribute to knowledgebase as needed. Stay up to date with current and legacy Atlas Applications through training.
- Maintains AtlasNet website content. Alert management to emerging trends in incidents. Reinforce SLAs to manage end-user expectations.
- Other duties may be assigned.
Your Wellness is our Focus:
- Medical, dental, and vision for employees and dependents
- Employee assistance programs focused on mental health.
- Access to a licensed therapist 24/7
- Wellness programs with employee perks
- Onsite Fitness Center and Medical Clinic
Financial Wellbeing:
- Generous 401(k) matching retirement plans
- Pre-tax savings plans, HSA & FSA
- Tuition assistance
- Employee assistance programs focused on financial wellbeing.
Flexibility and Time Off:
- Paid time off including vacation, sick leave, parental leave, holidays, and disability leave.
- Flexible hybrid working environment.
Qualifications
What You'll Need:
- High School diploma and/or GED
- 2-4 or more years of job-related experience and/or equivalent combination of education and experience are required.
- Associate degree preferred.
Computer Skills
Knowledge of basic computer hardware, applications, and operating systems. Experience with internet software such as web browsers is required. Experience with Microsoft Office 365 applications, Active Directory, and Remote Desktop is preferred. Experience with Service Desk management software and mobile device support is a plus. Service Now is preferred. Familiarity with the basic principles of ITIL.
Our Promise to You:
We want you to grow with us, so we are committed to the continuous development of our employees. We offer free online training courses through our modern learning and development platform along with a company-wide mentorship program, internal employee organizations, tuition reimbursement and many other opportunities for personal growth.
*Atlas is an EO employer - Veterans/Disabled and other protected categories.
*Benefits may vary by position and/or office location
