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Service Desk Technician

The Service Desk Technician will serve as the first contact within the Service Desk to resolve frontline issues for internal customers. This position will serve as the go-to resource for desk-side troubleshooting, technical support, workstation support, and system set-up. Internal users of our systems will look to you for various issue resolutions, including email and desktop software support, printer troubleshooting, and network connectivity issues. The Service Desk Technician will also have basic interaction with vendors and may be involved to start the troubleshooting process externally.

What You’ll Do

  • Works within established troubleshooting guides and knowledge base to resolve tickets in a timely manner and provide responsive resolutions for support tickets.
  • Collects additional details and provides basic troubleshooting steps per documentation.
  • Display ability to troubleshoot known issues with minimal guidance.
  • Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
  • Escalates any issues that he/she is unable to resolve within reasonable time, or due to lack of knowledge, access or understanding of the issue to Tier II or Tier II Technicians.
  • Handles administrative IT projects not requiring knowledge of infrastructure. Assists senior technicians with projects and tickets as assigned.
  • Take an analytical approach to troubleshooting hardware, software, and network issue 
  • Manages imaging and configuring computers with training. 
  • Ability to work with a degree of independence within provided guidelines and documentation process.
  • Research issues and eliminate irrelevance, with guidance from Senior Technicians.
  • Provide continuous communication to the team of problems and issues to ensure the quality user 

Education and/or Experience:

  • A high school diploma/GED equivalent.
  • 3+ years Customer Service experience, preferably with 1+ year training experience.

The Perks of Working With Us

  • Take advantage of excellent benefits, including health, dental, vision, and life coverage.
  • Invest in your future with our matching 401K program.
  • Enjoy the flexibility of a hybrid work-from-home schedule based on position and tenure. 
  • Build relationships and find your home at Arrive through our Employee Resource Groups.
  • Get recognized through our employee rewards program.
  • Leave the suit and tie at home; our dress code is casual.
  • Eat for free on Fridays…lunch is on Arrive! Snack and lunch options are also available daily.
  • Work in the booming city of Austin, TX – we are in a convenient location close to the airport and downtown.
  • Park your car for free on site!
  • Sweat it out using local gym discounts or with the team at our onsite gym.
  • Maximize your wellness with free counseling sessions through our Employee Assistance Program
  • Start your morning with a specialty drink from our fully stocked coffee bar, Broker’s Brew.
  • Get paid to work with your friends through our Referral Program!
  • Get relocation assistance! If you are not local to the area, we offer relocation packages and have a Relocation Specialist who can help you along the way.

Your Arrive Experience

When we say “award-winning culture,” we mean it. We’ve already earned “Best Place to Work” honors from Inc. Magazine (three years in a row!), Austin Business Journal and the Chicago Tribune. We intend on topping many more of those lists in the years to come, but we’re not in it for the trophies. We’re committed to culture because it keeps us connected to each other and invested in our shared success while having a blast along the way. Our employee-founded resource groups create communities within Arrive’s walls, including Women in Logistics, Emerging Professionals, PRISMS, Black Logistics Group, and Salute. 

Arrive Carrier Requirements

Please have the following info ready to complete registration

  • MC, MX, DOT, or state reg #
  • Tax ID & W9 info
  • Cert of Insurance: $100k cargo, $1M Auto, & $1M commercial general liability coverage
  • Active Common or Contract Authority (180+ days)
  • Safety Rating of at least Satisfactory (or None)

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