2nd-Shift IT Service Desk Analyst (Hybrid)

RL Canning; Chicago (IL); Hybrid; USD 57,308,000 - 65,904,000; Full time

Benefits offered by this job

Short-Term Disability Insurance

AD&D and Life Insurance

401(k) with employer matching

Paid Time Off

Paid Holidays

Job summary

RL Canning is hiring a Service Desk Analyst (2nd Shift) to support end-users and enterprise services via phone and remote channels. You will log, triage, and resolve incidents, escalating when needed and documenting actions in the ticketing system.

The role requires a strong hardware/software background (Windows/macOS), good troubleshooting, and experience with ITSM tools like ServiceNow or FreshService. A 2-year IT-related degree or higher is expected, with 2+ years in customer IT support and

Qualifications

• Associate degree or 2 years of college-level coursework.
• Minimum 2 years of customer service/IT experience.
• CompTIA A+ certification preferred.

Responsibilities

• Provide end-users with phone support and walk-in first-level support.
• Handle ~30–40 calls daily.
• Log calls and document tickets with proper notes in ticketing systems.
• Assess issue severity and attempt to resolve over the phone.
• Route calls to appropriate resolver groups based on gathered info.
• Follow up to confirm resolution or communicate actions taken.
• Escrow tickets to correct resolver group and set priority.
• Ask questions to diagnose issues and resolve problems.
• Perform other tasks to support business objectives.

Skills

Hardware skills

Windows & macOS

Phone & remote support

Troubleshooting

Call handling

Remote tools

Education

Associate degree or 2 years of college

Tools

ServiceNow

FreshService ITSM

Job description

RL Canning is hiring a Service Desk Analyst (2nd Shift) to support end-users and enterprise services via phone and remote channels. You will log, triage, and resolve incidents, escalating when needed and documenting actions in the ticketing system.

The role requires a strong hardware/software background (Windows/macOS), good troubleshooting, and experience with ITSM tools like ServiceNow or FreshService. A 2-year IT-related degree or higher is expected, with 2+ years in customer IT support and