Help Desk Engineer II

See yourself at Odyssey.

Join the team as our new Help Desk Engineer II!

Who We Are & Why We’re Hiring

Odyssey Logistics & Technology Corporation (Odyssey) is a global logistics provider. Our adaptive approach to solving modern logistics challenges differentiates us in the markets we serve. Odyssey Logistics & Technology’s specialized multimodal expertise is the strategic foundation that provides clients with a full-service offering across our four operating divisions including intermodal, freight forwarding, transport & warehousing, and managed services.

Odyssey’s multimodal services offer cost-effective, end-to-end freight solutions equipped to deliver on evolving customer requirements.  Combined, Odyssey delivers innovative, high-value logistics services & technology solutions to support diverse customer requirements. In addition to being certified by the American Chemistry Council as a Responsible Care® partner company we consistently exceed customer expectations by integrating analytics, carrier relationships, specialized assets, sustainability strategies and deep international expertise. Our unique approach ensures that customer shipments keep moving at full speed, even in the face of ever-changing market headwinds.

Based in vibrant Anchorage, Alaska Odyssey is on a journey to constantly innovate logistics. We’re actively recruiting for this key, high profile role in the company because we have experienced tremendous growth and would love for you to join us!

Visit us at: www.OdysseyLogistics.com/careers

About the Job:

The position of Help Desk Engineer II will have primary responsibility for providing IT support to end-users for PC, server, application, and hardware technical issues. In addition to monitoring Global Service Desk requests, the position requires problem resolution skills and interpersonal skills to guide users, both local and remote, through technical problems while providing the highest level of customer support and ensuring customer satisfaction. The position will interact with cybersecurity teams, network teams, systems teams, and/or applications support teams to restore service and/or identify and correct core problems. 

In This Role, You Will:

• Responsible for resolving and/or escalating service requests and Incidents submitted to the Global Help Desk ticketing system (SolarWinds) within established SLA’s and accurately documenting solutions. 
• Provide local and remote end-user support for desktop, printing, and basic networking issues. 
• Maintain local Active Directory, Azure, and Office 365 user accounts, groups and licensing. 
• Troubleshoot network related problems (Ethernet, Wi-Fi, printers, scanners, fax machines).
• Lead assigned technical projects and provide project support to other teams.
• Participate in the Global Service Desk On-call rotation providing after hours support. 
• Educate users on Windows Office Suite software and O365 apps & features. 
• Ability to work with and train users, provide new user orientation, and conduct individual/group end-user training. 
• Simulate or recreate technical problems to resolve operating difficulties as well as recommend process or system modifications to reduce repetitive technical issues and tasks.
• Assist with office moves and assist office manager as needed for office improvement projects. 
• Implement and maintain images used for laptop and desktop deployment. 
• Administer end-user access to internal and cloud applications. 
• Create standard operating procedures. 
• Ensure IT assets are properly documented, maintained, and are properly disposed. 
• All other duties and projects as assigned.

Qualifications

We recognize not all applicants have every skill or qualification to match a job description exactly. Odyssey values diverse experiences in other industries, and we encourage everyone who meets the most required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. We are always looking for people who will bring something new to the table!

Preferred: 

• Minimum 5 years Help Desk Experience (local and remote). 
• Foundational knowledge of ITIL Service Management. 
• Microsoft Office 365 Experience. 
• Strong interpersonal skills and ability to communicate effectively.  
• Strong analytical and problem-solving skills.  
• Ability to work independently and manage multiple tasks simultaneously.  
• Ability to carry out instructions furnished in written or oral form.  
• Experience leading IT projects  
• Language Skills:  Ability to read and comprehend instruction in English. 
• Ability to lead technical projects and successfully implement project plans. 

Desired: 

• Intune Experience is a Plus  
• Microsoft Certified Azure Administrator Associate  
• ITIL 4 Foundation Certification  
• CompTIA Certifications  

Location: 

• This is a hybrid role based in Anchorage, Alaska.

We offer a generous compensation and benefits package including:

• Choice of medical plans with FSA, HRA and HSA options
• Company-paid dental and life/disability Plans
• 401K with company match
• Preferred vendor discounts
• Competitive Paid Time Off

No relocation allowance will be considered unless specifically addressed. All applicants must be currently authorized to work in the United States.

Odyssey is an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender,