Service Desk Technician

Service Desk Technician

Arrive Logistics is a leading transportation and technology company in North America, with plans to continue to significantly grow year over year. Our success is a testament to our remarkable team and what we are building together. We're committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment. There has never been a more exciting time to get on board, so read on to learn more.

The Service Desk Technician will serve as the first contact within the Service Desk to resolve frontline issues for internal customers. This position will serve as the go-to resource for desk-side troubleshooting, technical support, workstation support, and system set-up. Internal users of our systems will look to you for various issue resolutions, including email and desktop software support, printer troubleshooting, and network connectivity issues. The Service Desk Technician will also have basic interaction with vendors and may be involved to start the troubleshooting process externally.

What You'll Do:

• Works within established troubleshooting guides and knowledge base to resolve tickets in a timely manner and provide responsive resolutions for support tickets.
• Collects additional details and provides basic troubleshooting steps per documentation.
• Display ability to troubleshoot known issues with minimal guidance.
• Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
• Escalates any issues that he/she is unable to resolve within reasonable time, or due to lack of knowledge, access or understanding of the issue to senior team members.
• Handles administrative IT projects not requiring knowledge of infrastructure. Assists senior team members with projects and tickets as assigned.
• Take an analytical approach to troubleshooting hardware, software, and network issue
• Manages imaging and configuring computers with training.
• Ability to work with a degree of independence within provided guidelines and documentation process.
• Research issues and eliminate irrelevance, with guidance from senior team members.
• Provide continuous communication to the team of problems and issues to ensure the quality user experience.
• Other assigned duties as needed, to include assistance in the case of high priority incidents.

Qualifications:

• A high school diploma/GED equivalent
• 3+ years Customer Service experience, preferably with 1+ year training experience.

The Perks of Working With Us:

• Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage.
• Invest in your future with our matching 401(k) program.
• Build relationships and find your home at Arrive through our Employee Resource Groups.
• Enjoy office wide engagement activities, team events, happy hours and more!
• Leave the suit and tie at home; our dress code is casual.
• Work in the booming city of Austin, TX – we are in a convenient location close to the airport and downtown.
• Park your car for free on site!
• Start your morning with a specialty drink from our fully stocked coffee bar, Broker's Brew.
• Sweat it out with the team at our onsite gym.
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days.
• Receive 100% paid parental leave when you become a new parent.
• Get paid to work with your friends through our Referral Program!
• Get relocation assistance! If you are not local to the area, we offer relocation packages.

$27 - $30 an hour