IT Service Desk Support Executive

Overview
IT Service Desk Support Executive — Permanent position.
Job Title: IT Service Desk Support Executive
Location: Executive
Education: Bachelor\'s Degree
Category: Information Technology
Company: PSA BDP, a member of the PSA Group, a leading provider of globally integrated and port-centric supply chain, transportation, and logistics solutions. Headquartered in Philadelphia, PA, with more than 5,500 employees worldwide.
We are a team that celebrates diversity and offers opportunities for growth within the organization.
Job Summary
Provides troubleshooting activities for Service Desk Support. Requires exceptional customer service skills and the ability to work with internal and external clients to support and promote IT policies and methodologies. Service Desk Support members work on tickets from Critical to resolution to ensure continuity of care, escalating to the Infrastructure Team when advanced assistance is required. Tickets should be worked promptly and closed within the SLA whenever possible, with emphasis on customer communications via phone, chat and/or service desk tool.
Responsibilities (Tech Level 2)
Advanced Troubleshooting: Investigate and resolve issues that require deeper technical understanding, including software conflicts, system errors, or advanced hardware problems. Examples: Operating system crashes, complex application errors, network troubleshooting, or hardware failures requiring diagnostics beyond basic checks.
Escalation Management: Take ownership of tickets, diagnose the problem, and apply appropriate fixes or workarounds.
Software Configuration: Install, configure, and troubleshoot more complex software applications, databases, or enterprise-level tools.
Remote and Onsite Support: Provide both remote troubleshooting and on-site support for more complex hardware issues.
Specific project work related to Refresh or special projects assigned to SDS.
Ensure tickets are worked promptly and closed within the SLA whenever possible.
Emphasis on customer communications via phone, chat and/or service desk tool.
Respond to support requests in a timely fashion and adjust ticket priority to conform with SLA definitions.
Research, investigate and provide solutions or workarounds to end users.
Escalate issues to an Infrastructure Team if no workaround exists.
Provide recommendations and implement solutions to reduce or eliminate issues and call volumes.
Develop and provide outstanding Service Desk Support for PSA BDP\'s internal and external customers.
Analyze, research and answer customer questions in a timely and high-quality manner.
Assist Infrastructure Team with application problem identification and testing.
Endorse, support and enforce IT policies and procedures with internal and external customers.
Assist with submission of IT Requests by internal and external customers based on hardware issues/problems and changing or new business requirements.
Design, develop and maintain hardware test plans and test scripts.
Assist Infrastructure with release-oriented testing for new hardware releases and random regression testing to ensure ongoing functionality.
Participate in IT projects/enhancements when required.
Responsible for after-hours and weekend support as needed.
Behavioral Skills
Takes accountability and ownership.
Strong willingness and drive to succeed.
Ability to work well in a team and contribute to overall team success.
Outgoing, energetic personality and a can-do attitude.
Ability to establish rapport with customers.
Experience multitasking in a fast-paced environment.
Excellent problem-solving, oral and written communication skills.
Ability to maintain confidentiality.
Demonstrates enthusiasm and commitment to the position and company values.
Experience and Skills Required
Excellent organizational, analytical and communication skills (formal and informal English, oral and written). Additional languages are a plus.
Ability to interface with desk-level, mid-level and senior management internally and with customers/partners.
Working proficiency in Microsoft Office (Word, Excel).
Familiarity with IT ticketing systems and concepts is a plus.
Adaptive and flexible with respect to work schedule.
Team-oriented with strong collaboration skills.
Experience with system diagnostics, repairs, and troubleshooting tools.
Strong problem-solving and analytical skills.
Ability to use and manage remote desktop tools for problem resolution.
Ability to prioritize tasks effectively.
Physical Capabilities
The physical demands described here are representative of those that must be met to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities. Position is sedentary with no unusual physical requirements. The employee may frequently sit, stand, walk, bend, reach with hands and arms, and must have vision, hearing, speaking and reading abilities. Regular use of computer, fax machine and phone. Occasional lifting up to 10 pounds.
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