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Senior Service Desk Technician

Job ID:R2101830
Location:Pleasant Prairie, Wisconsin

Senior Service Desk Technician
Corporate Headquarters
12575 Uline Drive, Pleasant Prairie, WI 53158

Uncover your full potential in a collaborative environment where you'll design, develop and deliver custom solutions to big challenges. And you'll be doing it for a proven industry leader that runs one of the largest e-commerce sites in the U.S.

Better together than apart. This position is on-site, and we are looking for good people who share our passion.

Position Responsibilities

  • Coordinate, standardize and facilitate all incident, change and problem management activities including root cause identification and notification.

  • Establish Key Performance Indicators (KPI) and perform trend analysis to improve the incident, change and problem management processes.

  • Perform IT major incident management to quickly resolve business impacting issues.

  • Plan, develop and organize standard operational and support procedures.

  • Work with IT support teams to coordinate knowledge transfer for new technologies.

  • Maintain technical documentation for IT Operations support staff. 

Minimum Requirements

  • Bachelor’s degree.

  • 3+ years of experience as IT Service Desk Technician or Data Center Operator.

  • Experience with incident, change, and problem management in a multi-location data center environment.

  • Experience in utilizing ITIL compliant Service Management platforms, including ServiceNow.

  • Troubleshooting skills for AS/400, Red Hat Linux or Windows systems preferred.

  • ITIL knowledge and certification.

  • Skilled at prioritization, multi-tasking and strong attention to details.

  • Experience creating technical documentation for day-to-day operational support.

  • Proficiency in Microsoft Office (Word, Excel, Access), SQL or Confluence.


  • Complete insurance coverage includes medical, dental, vision and more.

  • 401(k) with 5% employer match.

  • Paid holidays and generous paid time off.

  • Tuition Assistance Program that covers professional continuing education.

  • Bonus programs that include annual performance, sales goals and profit sharing.

Employee Perks

  • Best-in-class, clean, modern facilities.

  • First-class fitness center with complimentary personal trainers.

  • Over four miles of beautifully maintained walking trails.

About Uline

Uline is North America's leading distributor of shipping, industrial and packaging materials. We're a family-owned company known for incredible service, quality products and same-day shipping of our huge in-stock inventory. With over 8,000 employees across 12 locations, it's time you joined Uline.

Uline is proud to operate as a drug-free workplace. All new hires must complete a pre-employment hair follicle drug screening.

EEO/AA Employer/Vet/Disabled


Our employees make the difference and we are committed to offering exceptional benefits and perks!  Explore to learn more!

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Uline challenges you to be your best. It pushes the limits of your potential and provides you with the tools you need to succeed, making it a great place to build your career.