Help Desk Analyst II

SGI; Chicago (IL); On-site; USD 42,000 - 54,000; Full time

Job summary

SGI is seeking an experienced Help Desk Analyst II to provide technical support within a healthcare environment in Chicago, IL. This onsite role supports end users by documenting, troubleshooting, prioritizing, and resolving issues while delivering a high level of customer service.

The ideal candidate has at least two years of Help Desk or Service Desk experience, strong troubleshooting skills, and the ability to work independently during an overnight shift.

Qualifications

• 2+ years in Help Desk, Service Desk, or IT support.
• Excellent troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong customer service orientation and professionalism.
• Ability to document and track incidents and service requests.

Responsibilities

• Provide friendly, professional technical support to end users.
• Log, track, and manage incoming issues and service requests.
• Evaluate severity and priority of reported issues.
• Troubleshoot and resolve issues remotely when possible.
• Use remote-control tools to diagnose end-user problems.
• Escalate issues to appropriate teams per procedures.
• Communicate status and resolutions to users.
• Document incidents and troubleshooting steps clearly.
• Assist with maintaining Help Desk manuals and policies.
• Collaborate with IT and Help Desk teams to improve services.

Skills

Troubleshooting

Customer service

Documentation

Communication

Teamwork

Independent work

Attention to detail

Education

CompTIA A+ certification

Job description

We are seeking an experienced Help Desk Analyst II to provide technical support within a healthcare environment. This role will support end users by receiving, documenting, troubleshooting, prioritizing, and resolving technical issues and service requests while ensuring a high level of customer service.

The ideal candidate will have at least two years of Help Desk or Service Desk experience, strong troubleshooting skills, and the ability to work independently during an overnight shift.

Key Responsibilities

• Provide friendly, professional, and efficient technical support to end users.
• Answer, log, track, and manage incoming technical issues and service requests.
• Evaluate the severity and priority of reported issues.
• Troubleshoot and resolve technical issues remotely whenever possible.
• Utilize remote-control tools to diagnose and resolve end-user problems.
• Assign issues to the appropriate technical resource or support queue when escalation is required.
• Follow established escalation procedures and ensure issues are routed appropriately.
• Follow up with users to confirm issues have been resolved satisfactorily.
• Communicate the status of outstanding issues and actions taken toward resolution.
• Maintain accurate documentation of incidents, requests, troubleshooting steps, and resolutions.
• Assist with maintaining Help Desk manuals, contact information, location sheets, policies, and procedures.
• Provide administrative and organizational support as required.
• Follow established procedures while identifying opportunities to improve Help Desk processes.
• Work collaboratively with other members of the IT and Help Desk teams.
• Maintain a strong customer-service focus in all interactions.
• Follow all applicable healthcare, hospital, safety, security, and departmental procedures.

Required Qualifications

• 2+ years of experience working in a Help Desk, Service Desk, or IT Support environment.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong customer service skills and a professional approach to user support.
• Ability to accurately document and track incidents and service requests.
• Ability to assess issue severity and determine appropriate escalation.
• Strong attention to detail.
• Ability to follow established procedures and contribute to process improvements.
• Ability to work effectively both independently and as part of a team.

Preferred Qualifications

• Experience supporting users within a healthcare or hospital environment.
• CompTIA A+ certification
• Experience working with IT service management or ticketing systems.
• Experience supporting users in an enterprise environment.

Work Schedule

This is an onsite 3rd shift position in Chicago, IL.

Schedule: 11:00 PM – 7:00 AM

Candidates must be comfortable working overnight hours and providing technical support in a 24/7 healthcare environment.

Why Join

This is an excellent opportunity for a Help Desk / Service Desk professional to gain experience supporting a critical healthcare IT environment while working as part of an established technical support team.