About us
Colson Group is the largest manufacturer and distributor of caster and wheel products in the world. With 41 facilities across the world we ship over products everyday
Leveraging our robust product offering, leading engineering knowledge, proprietary manufacturing footprint, and world-class partnerships – we deliver unparalleled support and value to each customers' unique performance, design, and logistics needs.
From your local supermarket and hospital, to the facilities that build our cars and planes – Colson Group keeps industry moving, businesses more efficient, and people happier and safer.
Position Summary
We are seeking a Service Desk Support Analyst to provide Tier 1 and Tier 2 IT support across our organization. This role is responsible for triaging and resolving user issues within defined SLAs. The ideal candidate is self-motivated, detail-oriented, and thrives in a fast-paced, hybrid cloud environment.
Key Responsibilities
* Provide technical support to on-site and remote end-users, traveling to remote offices when required.
* Monitor and manage incoming support tickets using the SolarWinds Service Desk ticketing system.
* Support and manage endpoints including desktops, laptops, tablets, mobile devices (iOS/Android), and peripherals using Microsoft Configuration Manager and Microsoft Intune/Endpoint Manager.
* Maintain accurate IT asset records in asset management systems and coordinate equipment lifecycle including e-waste compliant disposal.
* Administer user accounts, groups, permissions, and licensing in Azure Active Directory and Microsoft 365 (Exchange Online, SharePoint, Teams).
* Troubleshoot and support common networking issues (Wi-Fi, VPN, DNS, TCP/IP).
* Promote best practices around cybersecurity, MFA, phishing prevention, and data protection.
Qualifications
Education & Certifications
* Bachelor's degree in information technology, Computer Science, or related field; or 3+ years equivalent hands-on experience.
Skills & Experience
* Proven ability to troubleshoot and resolve hardware and software issues across multiple platforms.
* Hands-on experience supporting Windows 10/11 and macOS environments.
* Working knowledge of Microsoft 365, Azure AD, Exchange Online, OneDrive, Teams, and SharePoint Online.
* Familiarity with endpoint security tools (CrowdStrike, Mimecast, BitLocker, DUO, N-Central).
* Strong sense of ownership and urgency in resolving user issues.
* Independent thinker with a strong sense of urgency and strong customer service skills.
* Exceptional written and verbal communication skills.
Physical Requirements
* Ability to lift to 50 pounds (desktops, monitors, printers, etc).
* Frequent standing, walking, bending, and lifting during device setup.
* Must be able to commute to the office daily and travel to satellite locations as required.