IT Service Desk Technician in Newport

The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and requests from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and the ability to communicate effectively within the team and to end-users. As a member of the IT Service Desk, the IT Service Desk Technician will work closely with senior team members to implement predefined processes and assist with the creation of new SOPs, Knowledge Base articles, and other forms of support documentation.

Position Description (Essential Duties & Responsibilities):

• Support and troubleshoot workstation, software, and network related issues
• Perform systems administration for Office 365, Active Directory, and workstations across multiple locations
• Escalate issues through the proper channels with detailed information
• Manage incidents according to urgency and impact
• Clearly document support issues and all resolution steps in the ticketing system
• Monitor trends from reported incidents to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption
• Update incidents and requests while maintaining good communication with the end-user until the issue is resolved
• Provide Telephony administration and support using BroadSoft
• PC hardware imaging and configuration
• Consistent and accurate updating of Asset information in the CMDB
• Workstation setup and cable management
• Create and update Knowledge Base articles including technical and self-help documents
• Ability to lift and carry IT hardware
• Up to 10% travel possible
• Perform additional duties as necessary

Knowledge/Skills/Experience:

Basic (Required)

• 1-3 years of Service Desk, Help Desk or Support Center experience
• Proficient technical support skills with Dell and Apple hardware, Windows 10, macOS, iOS and Android devices
• 3+ years of experience troubleshooting technology related issues
• Practical understanding of Group Policy, Active Directory, DNS and DHCP etc.
• Experience supporting PCs in a Windows Active Directory environment
• Prior experience using remote tools such as TeamViewer
• Ability to work well independently and as part of a team
• Excellent written, verbal, and interpersonal communications skills

Preferred

• 4+ years of experience working as a Service Desk Technician
• A+ Certification, Network+ Certification
• Associates or bachelor’s degree in an IT related discipline
• Knowledge of Information Technology Service Management (ITSM) systems

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at HR@intxlog.com or call 1-888-374-5138 ext. 4.

Founded in 2007, Integrity Express Logistics is a family-owned company with over 30 years of logistics experience. Our overall mission is to live up to our company name. We earn our customer’s trust through innovative technology and operational efficiency to customize logistics solutions. We focus on customer relations and hiring the best, most-driven and highly motivated employees.

Integrity

Customer First

Customer First means putting our customers at the heart of every decision. We embrace the challenge of solving their most critical problems, act with urgency, and deliver consistent, exceptional service. We treat our customers’ freight as a privilege to move, going above and beyond to create true partnerships built on impact and trust.

Pursuit of Excellence

Pursuit of Excellence means striving for the highest standards in all we do, with a positive attitude and relentless work ethic, even on tough days. It’s about raising the bar daily through exceptional operations, disciplined execution, and proactive problem-solving. We believe in actions over words, clear communication, dependability, and leading by example—showing up with purpose, mastering our craft, and earning trust through what we deliver.

Growth Culture

Growth Culture at IEL means embracing a mindset of continuous improvement—day by day, year over year. We stay disciplined, work hard without seeking credit, and stay focused on shared goals. Growth takes many forms: personal development, character, leadership, financial, or operational. Whatever the measure, we never settle—we stay curious, motivated, and relentless in the pursuit of progress for ourselves, our teams, and our company.