Hybrid IT Service Desk Senior Engineer (Exec VIP Support)

AlixPartners; Chicago (IL); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Health & vision benefits

401K plan

Tuition reimbursement

Identity theft protection

Mental wellness support

Job summary

AlixPartners is seeking a Service Desk Senior Engineer in Chicago, IL, to join our IT Service Desk. You will triage and resolve Level 1/2 issues, provide executive support, and deliver high-quality service across in-person and remote channels.

You’ll work in a hybrid model with core hours 9:00 AM–6:00 PM Central, reporting to the Service Desk Lead. Candidates should have 3+ years in service desk roles, ServiceNow ITSM, and strong Microsoft 365 and macOS experience.

Qualifications

• 3+ years in a service desk or deskside support role.
• Experience with ServiceNow ITSM incident, request and problem management.
• Experience with Microsoft 365 apps, Windows 11, printers, and networking.
• Enterprise macOS support, Jamf management, imaging and enrollment.

Responsibilities

• Handle incoming IT queries via phone, email, chat, and walk-up; triage and log in ServiceNow.
• Provide hands-on AV support for conference rooms and events; support Zoom and Teams Rooms.
• Resolve Level 1 and 2 issues in person or remotely; guide users to fix.
• Maintain detailed ticket records and KB articles; identify recurring issues.
• Escalate to other IT teams or vendors for warranty service as needed.
• Serve as a point of contact for executives with high discretion and urgency.
• Maintain accuracy of asset information for PCs, printers, monitors, and peripherals.
• Administer mobile devices and MDM (iOS/iPadOS, Intune).
• Coordinate with third-party vendors for repairs; assist in moves and changes.
• Contribute to IT projects and process improvements.

Skills

ServiceNow ITSM

Microsoft 365

Windows 11

macOS support

Executive support

Customer service

ITIL

JAMF

Tools

Jamf

Job description

AlixPartners is seeking a Service Desk Senior Engineer in Chicago, IL, to join our IT Service Desk. You will triage and resolve Level 1/2 issues, provide executive support, and deliver high-quality service across in-person and remote channels.

You’ll work in a hybrid model with core hours 9:00 AM–6:00 PM Central, reporting to the Service Desk Lead. Candidates should have 3+ years in service desk roles, ServiceNow ITSM, and strong Microsoft 365 and macOS experience.