2nd-Shift Service Desk Analyst | ITSM & Remote Support

RL Canning, Inc.; Chicago (IL); Hybrid; USD 32,000 - 36,000; Full time

Benefits offered by this job

Short-Term Disability Insurance

AD&D and Life Insurance

401(k) employer matching

Paid Time Off

Paid Holidays

Job summary

RL Canning is seeking a Service Desk Analyst (2nd Shift) to join our IT team. This role handles incidents and requests via phone and remote support, providing first-level support to end-users. The US-based hourly range is $23.00 to $26.00 per hour on a W2 basis, with comprehensive benefits.

The position requires strong hardware/software knowledge (Windows and MAC), experience with ITSM tools, and the ability to work in a fast-paced environment. Onsite/hybrid work is required.

Qualifications

• Strong technical aptitude in hardware, software (Windows and MAC), and peripherals.
• Must be able to work 2nd shift onsite/hybrid.
• Experience with ServiceNow or FreshService ITSM tools.
• Experience utilizing remote tools.
• Experience in a high-pressure environment with high call volume.
• CompTIA A+ Certification is preferred.
• Willingness to travel as needed to support client projects.

Responsibilities

• Provide end-users with phone support, plus walk-in end-users' first-level support.
• Take about 30–40 calls daily.
• Log calls and document tickets with proper notes in client ticketing systems.
• Evaluate the severity and priority of issues or requests.
• Resolve problems over the phone when possible.
• Elevate tickets to the correct resolver group and prioritize accordingly.
• Follow up to confirm resolution or actions taken.
• Update knowledge base articles as needed.
• Perform other tasks to support business objectives.

Skills

Hardware & Software

Remote support

Problem solving

Customer service

Education

Associate degree or 2 years of college

Tools

ServiceNow

FreshService ITSM

Job description

RL Canning is seeking a Service Desk Analyst (2nd Shift) to join our IT team. This role handles incidents and requests via phone and remote support, providing first-level support to end-users. The US-based hourly range is $23.00 to $26.00 per hour on a W2 basis, with comprehensive benefits.

The position requires strong hardware/software knowledge (Windows and MAC), experience with ITSM tools, and the ability to work in a fast-paced environment. Onsite/hybrid work is required.