Job Description

C.H. Robinson is seeking an Onsite Support Analyst to support our onsite Executive team along with 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.

At C.H. Robinson, we believe that in-person collaboration is key to driving innovation and achieving success. In this role, you will work on-site with the local team and leaders five days a week producing impactful results through face-to-face interactions. Experience the full benefits of teamwork and immediate collaboration in a vibrant and engaging workplace.

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 CULTUREpage.