Service Desk Analyst

32 Hours a Week (Monday-Thursday)

Location – Channahon, IL

Information Services (IS) Service Desk Analyst

Position Summary

•             Serve as the first point of contact for Information Services support requests, incidents, and service inquiries.

•             Provide exceptional customer service while ensuring timely resolution of technology-related issues.

•             Support end users through multiple channels including phone, email, self-service portals, and walk-up support both in person and remotely.

Key Responsibilities

•             Receive, log, categorize, prioritize, and manage incidents and service requests in ServiceNow.

•             Diagnose and resolve Tier 1 technical issues involving hardware, software, access, and end-user devices.

•             Provide first-contact resolution whenever possible and minimize escalation requirements.

•             Monitor and track incidents throughout their lifecycle to ensure timely resolution and adherence to service level targets.

•             Communicate effectively with users regarding issue status, resolution progress, and expected timelines.

•             Escalate complex issues to Tier 2 or Tier 3 support teams when required, providing complete troubleshooting details.

•             Fulfill standard service requests, including software installations, access requests, and equipment-related requests.

•             Maintain accurate and detailed documentation of incidents, resolutions, and troubleshooting procedures.

•             Identify recurring issues and trends and recommend opportunities for process improvement.

•             Assist with onboarding, device setup, account provisioning, and end-user technology support.

Qualifications

•             Diploma, degree, or equivalent experience in Information Technology, Computer Science, or related field.

•             1-3+ years relevant IT experience supporting Microsoft Windows, Microsoft 365, collaboration tools, and end-user devices.

•             Strong troubleshooting and problem-solving skills.

•             Excellent verbal and written communication abilities.

•             Customer-focused mindset with a commitment to service excellence.

•             Ability to prioritize multiple tasks in a fast-paced environment.

•             Knowledge of IT service management principles and ticketing systems such as ServiceNow.

•             Ability to lift up to 40 pounds.

The anticipated hourly rate range for this position is ($28/hr-30/hr). Actual hourly rate will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. A range of medical, dental, retirement and/or other benefits are available after a waiting period.