Job Title: L1 Service Desk Analyst
Work Location: Chicago, IL (Onsite)
Experience: 10+ Years
Duration: Long term contract Position
Position Overview
We are seeking a Level 1 Service Desk Analyst to provide first-line IT support for a medical tools production environment. The role will be responsible for monitoring, logging, troubleshooting, and resolving day-to-day IT incidents and service requests while ensuring minimal disruption to manufacturing, laboratory, corporate, and business operations.
The ideal candidate should have strong customer-service skills, good knowledge of Windows and Microsoft 365 environments, and the ability to work within established ITIL processes and procedures. Experience supporting users in a regulated manufacturing, medical-device, pharmaceutical, or healthcare environment is highly desirable.
Key Responsibilities
1. Service Desk & End-User Support
* Provide Level 1 technical support to employees across corporate offices, manufacturing facilities, laboratories, warehouses, and other business locations.
* Act as the first point of contact for IT incidents, service requests, and user inquiries through phone, email, chat, and service portal.
* Accurately log, categorize, prioritize, and assign incidents and requests in the ITSM/ticketing system.
* Perform initial troubleshooting and resolve issues within defined L1 support procedures and knowledge articles.
* Escalate unresolved or complex issues to L2/L3 support teams with complete troubleshooting information.
* Maintain ownership of tickets until appropriate handoff or resolution.
* Provide clear and professional communication to users regarding incident status and expected resolution.
2. Desktop & Application Support
* Troubleshoot Windows desktops, laptops, printers, scanners, monitors, docking stations, and other peripherals.
* Support Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive.
* Assist users with password resets, account lockouts, MFA, VPN, network connectivity, and basic authentication issues.
* Support approved business applications and manufacturing-related applications according to documented procedures.
* Assist with software installation, upgrades, patches, and configuration.
* Support mobile devices and standard corporate applications where applicable.
3. ITIL & Service Management
* Follow established Incident Management, Service Request, Problem Management, Change Management, and Knowledge Management processes.
* Meet defined SLA and response/resolution targets.
* Maintain accurate ticket documentation, including symptoms, troubleshooting performed, resolution, and escalation details.
* Identify recurring incidents and contribute information for Problem Management and root-cause analysis.
* Follow standard operating procedures and approved support processes.
* Participate in service reviews and continuous-improvement initiatives.
4. Security & Compliance
* Follow company cybersecurity policies and access-control procedures.
* Validate user identity before performing password resets or account-related activities.
* Escalate suspected phishing, malware, unauthorized access, or security incidents to the appropriate security team.
* Protect confidential business, employee, customer, and production information.
* Follow applicable company quality, compliance, and regulatory requirements.
* Maintain appropriate documentation and audit trails for IT support activities.
Required Skills & Qualifications
Technical Skills
* 4-6 years of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support role.
* Good knowledge of:
o Windows 10/11
o Microsoft 365
o Active Directory / Microsoft Entra ID
o Microsoft Teams
o Outlook
o VPN and basic networking
o Printers and peripherals
o Hardware and software troubleshooting
* Experience working with an ITSM/ticketing platform such as ServiceNow, Jira, BMC, or similar.
* Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, and network troubleshooting.
* Familiarity with remote-support tools and endpoint management platforms such as Microsoft Intune or SCCM/MECM is preferred.
Service Management Skills
* Understanding of ITIL concepts and Incident/Request Management.
* Strong ticket documentation and escalation discipline.
* Ability to work against SLAs and operational KPIs.
* Good analytical and troubleshooting skills.
* Ability to follow standard procedures while exercising appropriate judgment when troubleshooting.
Soft Skills
* Excellent verbal and written communication skills.
* Strong customer-service orientation.
* Ability to remain calm and professional during production-impacting incidents.
* Strong problem-solving and analytical abilities.
* Ability to prioritize multiple incidents based on business impact and urgency.
* Willingness to work collaboratively with L2/L3 infrastructure, application, network, security, and manufacturing IT teams.
* Ability to work independently as well as within a 247 support team.
Preferred Certifications
* ITIL Foundation
* CompTIA A+
* Microsoft 365 Fundamentals
* Microsoft Certified: Endpoint Administrator Associate
* Any relevant healthcare, medical-device, or regulated-industry IT certification
Key Performance Indicators
* SLA compliance
* First Contact Resolution (FCR)
* Average Response Time
* Average Resolution Time
* Ticket Quality and Documentation
* Customer Satisfaction (CSAT)
* Ticket Reassignment/Escalation Rate
* Knowledge Article Utilization
* Repeat Incident Reduction
Working Environment
The position may support a combination of corporate IT users, manufacturing/production employees, and remote users. Depending on the business requirement, the role may involve shift-based or 247 support.
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