IT Service Desk Analyst

Job title IT Service Desk Analyst

Location: Arlington Heights, Illinois (Onsite)

Role Overview

This position involves providing first-level support to customers through phone calls and chat messages. The role requires troubleshooting and resolving hardware and software issues, with a focus on Microsoft products, mobile devices (iOS/Android), and Citrix virtual desktops. You will be responsible for creating and documenting trouble tickets in ServiceNow and utilizing tools such as Cisco softphone/Jabber.

Key Responsibilities

• Provide 1st level support to customers via phone calls and/or chat messages.

• Perform password resets and unlock accounts.

• Support hardware and software, including mobile devices.

• Create, document, and update trouble tickets with detailed troubleshooting steps.

• Engage in critical thinking and logical troubleshooting practices.

• Follow incident, escalation, and security procedures.

• Communicate and monitor team channels for trending issues.

• Suggest process improvements to Level 3 analysts where applicable.

• Collaborate with team members to resolve issues.

• Required Qualifications

• Experience: 1-2 years of IT technical operations or call/help desk customer support, with 2+ years of hands-on experience troubleshooting computer hardware or software.

• Technical

Skills

• 2+ years of experience with Windows Operating systems and mobile troubleshooting on iOS and Android devices. Familiarity with Microsoft Office 365 Tools, Adobe Acrobat, and ticket logging systems is required.

• Preferred Qualifications

• Experience with macOS is a plus.

• Airport experience is preferred.