{"id":3120307,"url":"https://alion.io/job/aramex-dt-analyst-local-it-support","title":"D&T Analyst - Local IT support","company":{"id":176076,"name":"Aramex","domain":"aramex.com","url":"https://alion.io/company/aramex-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":7,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":89000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":608},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-10-23T00:13:39Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-31T22:21:32Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Purpose of the Job\nThe D&T Support Analyst position offers a critical role within Aramex, providing comprehensive Level 1 and Level 2 IT support tailored for our North American user base. This role focuses on ensuring operational excellence by troubleshooting a wide range of technical issues, maintaining the reliability of end-user computing devices and warehouse technology, and managing accurate IT asset records. Operating primarily through remote support tools, the analyst will also function as the key on-site IT presence for the Chicago office, supporting its technology infrastructure and user needs.\nThe primary objectives include:\nDelivering responsive and effective IT assistance to ensure smooth technological operations across all North American locations.\nMaintaining strong alignment with Aramex’s IT standards and security policies to provide a safe and secure technology environment.\nFacilitating seamless technology integration and support during the setup and operational phase of the Chicago office.\nSupporting warehouse operations by assisting with rugged mobile devices and critical shipping technologies.\nEnsuring detailed documentation and asset management to streamline IT service delivery and asset lifecycle management.\nCollaborating with regional and global technology teams to drive coordinated support and strategic initiatives.\nJob Description\nRole Overview\nAs a D&T Support Analyst at Aramex, you will serve as a vital resource delivering expert Level 1 and Level 2 support through ServiceNow ticketing and remote access solutions, assisting users across multiple North American sites. Your expertise will enable swift resolution of hardware, software, and network issues, contributing significantly to user productivity and operational efficiency.\nCustomer Support\nRespond promptly to user requests and incidents, providing first-contact resolution wherever possible, primarily via TeamViewer, RDP, and Microsoft Teams.\nTroubleshoot issues involving Windows 10 and 11 devices, peripherals such as docking stations and printers, and business-critical applications including Microsoft 365.\nMaintain ownership of support tickets efficiently, ensuring thorough investigation prior to escalating to specialized teams, accompanied by clear documentation of action taken.\nServe as the primary on-site IT liaison for the Chicago office, managing user equipment, office technology, and infrastructure support during and after setup.\nCollaboration and Knowledge Sharing\nEngage proactively with the D&T Manager and cross-regional technology teams to align support efforts and contribute to ongoing projects.\nDevelop and maintain a comprehensive knowledge base by authoring detailed articles and user guides that empower users and reduce recurrence of common issues.\nFoster a cooperative team environment that encourages collaboration, open communication, and continuous improvement.\nOperational Responsibilities\nManage user account administration tasks, including password and multi-factor authentication resets, while strictly following identity verification protocols.\nPerform complete lifecycle management of IT hardware: deployment, setup, maintenance, and secure disposition.\nAssist with software installation, updates, and endpoint management, utilizing tools such as Microsoft Intune for deployment automation and compliance management.\nTroubleshoot network connectivity issues, including Wi-Fi, VPN, DNS, and printing, ensuring minimal disruption to operations.\nProvide dedicated first-line support for warehouse-specific technologies, such as Honeywell rugged mobile computers and Zebra printers, escalating issues appropriately.\nParticipate hands-on in network infrastructure setup and maintenance activities for the Chicago office under managerial guidance.\nMaintain and audit accurate IT asset records, tracking device allocation, warranty status, and procurement schedules.\nAdhere to corporate IT security policies rigorously, safeguarding sensitive data and promptly reporting any risks or incidents.\nSupport hardware refresh cycles, system enhancements, and infrastructure upgrades to optimize technological capabilities.\nOccasionally travel to other Aramex locations within North America and provide after-hours support during critical situations or scheduled maintenance.\nFinancial Stewardship\nAssist with procuring technology hardware and services, ensuring compliance with company purchasing policies and budget controls.\nCoordinate with vendors on equipment repairs, warranty claims, and replacements to minimize costs and downtime.\nMaintain diligent asset tracking to support strategic planning and prevent unnecessary expenditures.\nThis role offers an excellent opportunity to develop technical expertise in a dynamic logistics environment while contributing meaningfully to Aramex’s operational success.\nJob Requirements - Experience and Education\nBachelor’s degree in Information Technology, Computer Science, or a closely related discipline, demonstrating a foundational understanding of IT principles.\n1 to 2 years of practical experience delivering IT support in a structured help desk or desktop support role within a ticket-based environment.\nProven proficiency troubleshooting Windows 11 operating systems, including comprehensive hardware and software diagnostics.\nSolid experience supporting Microsoft 365 suites such as Outlook, Teams, and OneDrive, ensuring smooth collaboration tools usage.\nWorking knowledge of Identity and Access Management concepts, specifically involving Microsoft Entra ID and Active Directory, including user and group management, password resets, and multi-factor authentication configuration.\nFundamental networking skills encompassing TCP/IP, DNS, DHCP, VPN, and Wi-Fi, sufficient to discern source of technical issues and apply appropriate resolutions.\nPrior experience providing remote support utilizing tools like TeamViewer and Remote Desktop Protocol (RDP), optimizing response times and customer satisfaction.\nDemonstrated ability troubleshooting peripherals, including printers, scanners, docking stations, and monitors, ensuring full hardware functionality.\nStrong analytical and problem-solving capabilities, with a methodical approach to issue reproduction, log interpretation, and testing solutions.\nIndependent working style with excellent organizational skills, capable of managing support queues, communicating progress clearly, and escalating judiciously.\nEffective verbal and written communication skills, enabling technical explanations to non-technical users, and creation of clear service ticket documentation.\nExperience in IT asset management and inventory practices, contributing to accurate record keeping and lifecycle management.\nCompetency in technical writing for documentation and user-facing knowledge articles, enhancing team knowledge base.\nPreferred qualifications include familiarity with ServiceNow platform, Microsoft Intune or equivalent endpoint management systems; knowledge of rugged Android enterprise devices (such as Honeywell or Zebra), label printers, and RF scanning technologies; exposure to logistics, warehouse, or transportation IT environments; basic Windows Server administration; and certifications like CompTIA A+, Network+, Microsoft Fundamentals, or ITIL Foundation.\nPhysical capability to handle and move IT equipment safely, including lifting items up to 50 pounds, ensuring operational readiness and setup efficiency.\nLeadership Behaviors\nBuilding Outstanding Teams\nSetting a clear direction\nSimplification\nCollaborate & break silos\nExecution & Accountability\nGrowth mindset\nInnovation\nInclusion\nExternal focus\nSkills","description_format":"text","description_chars":7660,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Courier 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