3rd Shift Service Desk Analyst - ITSM & End-User Support

RL Canning; Chicago (IL); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Short-Term Disability Insurance

AD&D and Life Insurance

401(k) retirement savings plan with-em

Job summary

RL Canning is seeking a Service Desk Analyst (3rd Shift) to join our IT team in Chicago. This role provides end-user support by phone and walk-ins, logging tickets, and resolving incidents related to hardware, software, and enterprise services.

The ideal candidate has strong troubleshooting skills and experience with ServiceNow or FreshService ITSM. A CompTIA A+ certification is preferred. The position requires onsite or hybrid work on the 3rd shift.

Qualifications

• Strong technical aptitude with hardware and software (Windows & macOS) support.
• Ability to diagnose and resolve complex IT issues with minimal guidance.
• Experience supporting end users over phone and remote channels.

Responsibilities

• Provide end-users with phone support, in addition to walk-in end-users first-level support.
• Take about 30 – 40 calls daily.
• Log and document tickets with proper notes in client ticketing systems.
• Evaluate the severity of issues and prioritize accordingly.
• Troubleshoot problems over the phone when possible and practical.
• Escalate tickets to appropriate resolver groups as needed.
• Follow up with customers to confirm resolution or communicate actions taken.
• Update Knowledge Base Articles as needed.
• Perform other tasks to support business objectives.

Skills

Hardware & software troubleshooting

Remote tools usage

High call volume handling

Education

CompTIA A+ Certification (Preferred)

Tools

ServiceNow

FreshService ITSM

Job description

RL Canning is seeking a Service Desk Analyst (3rd Shift) to join our IT team in Chicago. This role provides end-user support by phone and walk-ins, logging tickets, and resolving incidents related to hardware, software, and enterprise services.

The ideal candidate has strong troubleshooting skills and experience with ServiceNow or FreshService ITSM. A CompTIA A+ certification is preferred. The position requires onsite or hybrid work on the 3rd shift.