Overnight Service Desk Analyst

TEKsystems; Deutschland; Hybrid; EUR 65.000 - 79.000; Vollzeit

Benefits dieser Stelle

Medical, Dental, Life Insurance

Paid holidays

Vacation time

401k

Hybrid work model

Zusammenfassung

TEKsystems in Chicago, IL seeks a Senior Service Desk Analyst to deliver high quality IT support to end users by phone and email. You will resolve hardware and software issues, document requests in the ITSM system and escalate to Level II/III when needed.

Required: a BA/BS degree or equivalent, 3+ years of advanced end‑user support, strong customer service skills. This is a permanent hybrid role with 4 weeks onsite onboarding; salary range $75,000–$92,000 annually.

Qualifikationen

• BA/BS degree or equivalent work experience.
• At least 3 years of advanced end-user support with DMS, MS Office, Windows, remote access systems, smartphones.
• 3+ years of direct end-user support in a high-performance environment.
• Certifications like MS Office, CompTIA A+ are a plus but not required.

Aufgaben

• Resolve hardware and software issues for end users via phone and email.
• Document and track user requests in the IT Service Management system.
• Escalate to Level II/III engineers and other IT groups as needed.
• Meet or exceed team performance standards and SLAs.
• Perform basic systems administration tasks and participate in cross-training.

Kenntnisse

Customer Service

Windows 11

Office 365

Ticketing systems

VPN

Intune

legal experience

iManage

Litera

ServiceNow

Ausbildung

BA/BS degree or equivalent

Tools

iManage

Litera

ServiceNow

Jobbeschreibung

Standard hours: M-F, 10:00 p.m.-7:00 a.m. (40 hours, overnight shift)

100% onsite for the first 4 weeks of employment for onboarding and training. Onboarding period will be during standard Chicago hours (M-F, 9-5)

The Service Desk Senior Technician is responsible for providing high quality customer service interactions with the firm’s end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and complaints with the use of their extensive technical knowledge of hardware and software. The Senior Service Desk Analyst will work independently, and as part of a team, to deliver outstanding service and support.

Team:

Reports to the Service Desk Associate Manager. The team has 24/7 coverage as this Senior Technician will cover the overnight shift. The team supports each other very well, with at least another person working the same shift. The team is very collegial and positive, typically having very good interactions with their end users, including attorneys and c-suite.

The team is led by the User Support Manager and includes 3 Sr. Analysts, and 1 other Analyst. Since the Analyst will be providing level II support, they will collaborate closely with the Sr. Analysts for training. If additional guidance is needed, the Associate Manager and Manager will assist.

Candidate Profile:

• Bachelor’s degree or equivalent work experience.
• At least 3 years of advanced support experience with DMS, MS Office, Windows, remote access systems, smartphones, etc.
• At least 3 years of experience directly supporting end users in a high-performance environment.
• Ability to absorb information, understanding and deciphering user issues and being patient to find resolution.
• Any relevant certifications (MS Office, CompTIA A+, etc.) is a plus, but not required.
• Emphasis on client service, high level of detail orientation, open minded, strong interpersonal skills.

Selling Points:

• Join a well-established firm with great benefits.
• Plenty of room for advancement, with many growing within the team or making laterals to other teams.
• Well-resourced team as it pertains to tools and systems.

The standard working schedule for this position is Monday through Friday, 10:00 p.m. to 7:00 a.m.

The Senior Service Desk Analyst will work independently, and as part of a team, to deliver outstanding service and support.

Duties and Responsibilities:

• Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
• Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network and device troubleshooting.
• Software support functions include, but are not limited to, answering an array of job‑specific How‑To questions and the installation, basic configuration and troubleshooting of applications that are standard within Sidley’s environment or otherwise approved for installation.
• Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.
• Escalate to and closely collaborate with various Level II and III Engineers and other IT groups to obtain knowledge and system access that allows for the highest level of customer service and quick resolution at the Service Desk level
• Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.
• Execute basic and routine systems administration tasks (e.g., password administration, updating Outlook distribution list, and mailbox rights requests.)
• Participate in cross‑training and shadowing with new Service Desk team members
• Lead and assist with projects such hardware or software upgrades and on‑boarding of large groups.
• Utilize, create, evaluate and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.
• Lead through influence by sharing knowledge, reviewing Analysts’ proposed escalations, suggesting process improvements and mentoring of Service Desk team members.
• Perform other duties as required.

Education and/or Experience:

Required:

• BA/BS degree or equivalent work experience, with a preference for those with a degree
• A minimum of three years of experience providing advanced support of the following applications: Document Management Systems, Microsoft Office Suite, Document Comparison Applications, Adobe Acrobat Professional, various Internet Browsers, network resources, Windows operating systems, web interfaces, and remote access, i.e., Citrix, VPN, etc.
• A minimum of three years providing direct and exceptional user support in a high performance culture
• A minimum of three years of experience supporting Smartphones, e.g., iPhone, Android
• Proven success building strong relationships with team members and mentoring in support of organization‑wide initiatives.

Preferred:

• A minimum of three years of prior law firm or professional services experience.
• Microsoft Office Application certifications.

Other Skills and Abilities:

The following will also be required of the successful candidate:

• Strong organizational skills
• Strong attention to detail
• Good judgment
• Strong interpersonal communication skills
• Strong analytical and problem solving skills
• Able to work harmoniously and effectively with others
• Able to preserve confidentiality and exercise discretion
• Able to work under pressure
• Able to manage multiple projects with competing deadlines and priorities

Skills

Customer Service, Windows 11, Office 365, Ticketing systems, VPN, Intune, legal experience, iManage, Litera, ServiceNow

Top Skills Details

Customer Service,Windows 11,Office 365,Ticketing systems,VPN,Intune

Additional Skills & Qualifications

Candidates must have excellent communication skills and customer service.

Experience Level

Expert Level

Job Type & Location

This is a Permanent position based out of Chicago, IL.

Pay and Benefits

The pay range for this position is $75000.00 - $92000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Medical, Dental, Life, paid holidays, Vacation time, 401k

Workplace Type

This is a hybrid position in Chicago,IL.

Application Deadline

This position is anticipated to close on Sep 8, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands‑on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.