The Service Desk Technician provides technical guidance and assistance to the staff, clients or customers. This position is regarded as a trouble-shooter who understands all types of computer problems and provides technology for the hardware, software and the systems. This role assures an uninterrupted work process and advises how the output can be maximized. This position sees to it that there is no technical problem in executing the mission with perfection. 

Responsibilities

• Installation of computer software and hardware.
• Answer technical issues submitted by internal customers such as email, browsing, software access, etc.
• Perform Virus on-demand scanning on customer computers.
• Monitor health of computer hardware.
• ⁠Responsible for Active Directory, TMW Security, AS400 security, Great Plains security, and other application security settings at discretion of Service Desk Manager.
• Help to define and execute ongoing customer hardware administration and maintenance plans, procedures, and operations.
• Proactively address customer issues via phone, email and JIRA ticketing system.
• Install operating systems from CD/Images and PXE boot for laptop, desktop and thin client environment.
• Develop and implement procedures and processes for the customer support operation.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Coordinates with other staff to maintain 100% phone coverage during peak business hours.
• Contributes to team effort by accomplishing related results as needed.

Knowledge, Skills, and Abilities

• Ability to use advanced computer functions including navigating the Internet.
• Ability to manipulate, analyze and interpret data.
• Familiarity with support and troubleshooting of personal computers.
• High-level customer service skills.
• Mid-level server administration.
• Entry-level Intune environment knowledge and administration.
• Entry-level Exchange knowledge and network administration.
• Assist the Sysops team in installations or datacenter equipment when needed.
• Demonstrated knowledge of computer hardware repair and software installation and maintenance (both local clients and terminal server environments).
• Demonstrated knowledge of Windows operating systems and desktop products.
• Ability to work with hardware/software service and technical support vendors.
• Ability to manage multiple projects, activities and tasks simultaneously.
• High-level verbal and written communication skills.
• Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
• Be able to perform or assist in root cause analysis of complex problems.
• Interpret guidelines and analyze information to adapt or modify processes in response to changing circumstances.
• Duties may require non-routine analysis, research and follow-through.
• Potential to take lead on several different projects alongside Service Desk Manager
• Demonstrate sensitivity in handling confidential information.
• Ability to work both independently and collaboratively in a fast paced and constantly changing environment.
• High-level problem-solving skills and attention to detail. 

Education/Experience

• Associate’s degree in information technology, Computer Science or related field required, one year of related work experience may be substituted for each year of education required. 
• ⁠5+ years Computer/Software Administrator on a medium-sized network of laptop and desktop systems as well as communications devices using current technologies.
• 2+ years of server/network administration experience preferred.
• Microsoft Certification, CompTIA A+, or Network+ are a plus. 

Competitive Compensation

We believe in rewarding excellence. Our total compensation approach balances market-driven salary ranges with individual performance, experience, and tenure—ensuring your compensation is fair, motivating, and aligned with your growth.

• Pay Range: $49,657.00-$77,924.00
• Pay Grade: 8
• 401(k) Match: Build your future with our generous company match.
• Serious Health Condition Pay: Financial protection when it matters most.

Robust Health & Wellness Benefits

Your well-being is our priority. Our full health benefits package is designed to support every aspect of your health—from preventive care to peace of mind:

• Medical, Dental & Vision Insurance
• Telemedicine Access
• Company-Paid Short & Long-Term Disability Coverage
• Health Savings Account (HSA)
• Company-Paid Life Insurance

Time to Recharge

We believe rest fuels results. Our time-off benefits help you maintain balance and bring your best self to work:

• Generous Paid Time Off (PTO)
• Paid Company Holidays
• Time off to Volunteer

Culture-Driven Perks

We’ve created a workplace culture where people feel empowered, supported, and excited to grow. Our corporate perks are designed to elevate your everyday:

• Casual Dress Code: Dress for your day.
• Tuition Reimbursement: Advance your education with financial support.
• Employee Discount Program: Exclusive savings on everyday essentials and more.
• Dependent Care Flexible Spending Account (DFSA)
• Adoption Assistance: Meaningful support for growing families.
• Employee Assistance Program (EAP): Confidential, 24/7 support for life’s challenges.
• Pet Insurance: To protect your furry family members

Covenant Logistics is an Equal Opportunity Employer 

Disability/Veteran

VEVRAA Federal Contractor