.**Desktop Support Analyst**:Reports To**:Manager - End User Services**Location**:Monterrey, Mexico****Redwood Logistics** is a privately held, strategically integrated logistics provider founded in 2001. Through our 20 years history we've listened to our customers' needs and have created a family of companies that can solve their logistics and transportation challenges. See for yourself why The Chicago Tribune has named Redwood Logistics a Top Workplace for several years running!**Position Description**:This role is with the IT Service Desk team, part of the wider Corporate IT Operations group. The analyst will be on-site at our Monterrey office but expected to support our regional sites. There will be some travel to non-regional Redwood facilities both in Mexico and the US. As part of an enterprise team, assisting in building and following corporate wide solutions, techniques and processes is essential. There may be some assignments outside of IT required by the local facility. This role reports to the Manager of End User Services.The Desktop Support Analyst's primary function is responding to and resolving incidents and service requests in a timely manner, with exceptional attention to detail and a high level of customer service. Additional responsibilities with security and performance of the end user computing environment at Redwood Logistics by leveraging experience, designing new systems and procedures, and offering comprehensive knowledge of current and break-out technologies including best practices and trends, while simultaneously providing support and mentorship to the rest of the End User Support team. Key responsibilities include: Collaborating with management and internal teams to deliver best-in-class service throughout the organization; Make End User Support more effective and efficient; and informing management of technology trends, best practices, pitfalls, etc.**Responsibilities**:- Document processes, procedures, system designs, and user how-to knowledge base articles- Conduct regular audits of hardware and software assets, as well as user accounts and licenses- Acquire new computers, manage the existing laptop and desktop fleets, and work with vendors to repair and return to service any faulty devices- Manage physical phones and softphones, including telephony system management tasks within Cisco Call Manager (CUCM)- Process standard onboarding, offboarding, and access change requests of Redwood staff- Manages hardware and software assets as well as assent management processes. Maintains and improves the software deployment process and assists in new computer deployment images. Ensure PCs are patched and functioning at a high level.- Identifies opportunities to improve security throughout the organization. Informs management of trending threat potentials and zero-day vulnerabilities and provides recommended action plans.**Secondary Responsibilities **/ **Requirements**:- Adheres to company/department policies and protocols
