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C.H. Robinson is seeking a Desktop Support Analyst to support our global internal employees with their technical needs by helping them resolve technical issues with their workstation, desktop functionality, conference rooms, branch for our distributed network of offices around the globe. As a Support Analyst, you will collaborate with the infrastructure team(s) to help support new and changing technologies, also help to organize any onsite needs for our Campus including managing a small inventory of physical assets returned to the Desktop Team. You will support our executive team and contribute to global technology projects and service management initiatives, work closely with Technology and Business teams to provide an excellent service experience, high availability of our business tools, and help achieve Technology and Business goals.

This position is open to candidates located in Minneapolis. In this role, you will engage with peers on-site four days a week (Shift: 6am - 3pm) igniting creativity and driving impactful results. With the flexibility for remote work one day a week, this role strikes the perfect balance between teamwork and autonomy

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

• Analyze and provide complete solutions to issues to prevent reoccurrences of issues

• Identify and escalate any new reoccurring issues for root cause investigation

• Accountable for ensuring pre-defined Service Levels are met through:

• Take incoming incidents or requests from various sources (phone, chat, in-person)

• Watch operational metrics to ensure Service Levels are met throughout the lifecycle of the incident or request

• Take action where necessary to address or escalate issues

• Utilize various tools to resolve and analyze technical failures within application(s) to either resolve or identify the root cause of the issue

• Work with 2nd and 3rd level support teams on technical issues and training questions about application usage and business process to find quick resolutions with minimal escalations and downtime

• Troubleshoot and resolve simple workstation and infrastructure issues by owning an incident or request through resolution within the Service Levels

• Collaborate with internal partners to build partnerships and take a team approach to solving problems

• Identify when Technology knowledge should be updated

• Attend transition meetings to understand the scope of the changes and identify any potential concerns or risks

• Comply with Technology service management governance, standards and polices

• Identify and support opportunities for tool creation for automating processes to drive team efficiency

• Administer individual user objects within Active Directory (ex. Resetting passwords, unlocking accounts, and moving users into specific group memberships according to established processes)

• Stay current on latest Technology findings, trends, features and functionality by researching market trends, reading new knowledge that has been created, attending trainings, and reviewing release notes

• Help organize onsite assets including spare Laptops/Dekstops, cables, etc…

• Help ensure we have device(s) ready to be shipped in out in urgent situations when needed

• Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

• 1+year work experience working with a level 1 Support team supporting Desktops

• Associates degree in a technical field or minimum 2 years of equivalent work experience and high school diploma/GED

Preferred Qualifications:

• Troubleshooting experience with applications

• Basic understanding of how to manage Workstations

• Familiarity with Remote Connection tools for connecting to PCs/LTs

• Familiarity with VDI and Terminal Services – including ability to diagnose local PC/LT or application issues

• Demonstrated basic knowledge of Active Directory

• Experience with a ticketing system

• Previous customer service experience

• Possess one of the following certifications: Microsoft Certification (MCP, MCDST, MCSE), HDI Desktop Certification, A+, Network+, or ITIL Foundations

• Ability to perform technical analysis of software, hardware, and network environments and provide a full and thorough resolution

• Able to identify when internal knowledge needs to be updated

• Ability to identify reoccurring issues

• Strong organization, attention to detail, analytical, prioritization, self-motivation, and problem resolution skills

• Willing to go above and beyond to resolve issues and help the team

• Ability to collaborate with other teams and build relationships with the business and IT

• Strong written and verbal communication skills with the ability to communicate in a clear and consistent manner

• Ability to display empathy while providing an excellent service experience

• Values a diverse and inclusive work environment

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

Benefits

Your Health, Wealth and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

• Two medical plans (including a High Deductible Health Plan)

• Prescription drug coverage

• Enhanced Fertility benefits

• Flexible Spending Accounts

• Health Savings Account (including employer contribution)

• Dental and Vision

• Basic and Supplemental Life Insurance

• Short-Term and Long-Term Disability

• Paid and floating holidays

• Paid time off (PTO)

• Paid parental leave

• Paid time off to volunteer in your community

• Charitable Giving Match Program

• 401(k) with 6% company matching

• Employee Stock Purchase Plan

• Plus a broad range of career development, networking, and team-building opportunities

Dig in to our full list of benefits on OUR CULTURE (https://jobs.chrobinson.com/culture) page.

Why Do You Belong at C.H. Robinson?

C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. With $22 billion in freight under management and 19 million shipments annually, we are one of the world’s largest logistics platforms and rank in the FORTUNE 200. We’ve been an innovator in logistics for over 100 years. Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world’s economy. With the combination of our multimodal transportation management system and expertise, we use our information advantage to deliver smarter solutions for more than 90,000 customers and 450,000 contract carriers on our platform. Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers’ businesses.

As a responsible global citizen, we contribute millions of dollars to support causes that matter to us and our people. FORTUNE has named C.H. Robinson one of the World’s Most Admired Companies 2024, showcasing our position as a leader in our industry. Our commitment to excellence is further affirmed by being named a Great Place to Work 2023-24 by the Great Place to Work Institute, one of Forbes’ Best Employers for Diversity and one of America’s Greatest Workplaces in 2023 by Newsweek. Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world. For more information, visit us at www.chrobinson.com .