We are looking for a dependable L2 Service Desk Analyst to support employees with a wide range of day-to-day technology needs in Illinois. This long-term contract position is ideal for someone who enjoys solving technical problems, delivering responsive service, and working directly with users across the business. The role calls for a hands-on, detail-oriented support specialist who can manage issues independently while maintaining a customer-focused approach.
Responsibilities:
- Handle escalated end-user incidents and service requests, driving issues through resolution with clear follow-up and ownership.
- Provide technical assistance for Windows environments, Microsoft 365 applications, user account access, identity tools such as Active Directory and Entra ID, and common network connectivity problems.
- Prepare, configure, deploy, and troubleshoot laptops and related workplace devices to support new and existing employees.
- Inspect returned equipment, diagnose problems, perform basic refurbishment, and help maintain organized hardware inventory records.
- Deliver attentive onsite and remote support to staff members, including leadership and other key users.
- Work within a ticket-based support model, documenting work accurately and prioritizing requests based on urgency and business impact.
- Join a shared after-hours on-call schedule to assist with urgent technical issues outside standard business hours.
- Contribute to device rollouts, upgrades, and other technical implementation efforts as needed.
- At least 3 years of experience in desktop support, service desk, or end-user support roles.
- Solid troubleshooting ability across Windows operating systems, Microsoft 365, hardware issues, and account-access tools including Active Directory and Entra ID.
- Experience handling support work in a ticket-driven environment with consistent documentation and prioritization.
- Ability to manage daily responsibilities independently and make sound decisions with limited oversight.
- Strong communication, customer service, and problem-solving skills when assisting users with varying technical needs.
- Detail-oriented demeanor and confidence when supporting employees at all organizational levels.
- Familiarity with Microsoft Intune, endpoint management, PowerShell, or other scripting tools is a plus.
- Relevant technical certifications such as CompTIA or Microsoft credentials are beneficial.