Hybrid Service Desk Analyst: Remote Support & Quick Fixes

Sargent Lundy

Chicago (IL)

Hybrid

USD 46,000 - 70,000

Full time

3 days ago

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Job summary

Sargent & Lundy is seeking an experienced Service Desk Analyst to join our IT team in Chicago. You will provide responsive, solutions-focused support to end users, coordinating intake, prioritization, troubleshooting, and escalation of incidents and requests in a fast-paced environment.

This hybrid role requires 3 days in our downtown Chicago office and 2 days remote, with a Sunday-Thursday 6am-3pm schedule. Candidates should have 2+ years in IT support and strong customer-service skills.

Qualifications

Associate's degree or two years of college coursework required.
Minimum two years' experience in a customer-service and IT environment.
Strong communication and customer-service skills, with troubleshooting ability.

Responsibilities

Provide first-level technical support to end users by phone, remote, and walk-in.
Manage 30–40 support calls per day while keeping a positive experience.
Document and track incidents and service requests in the ITSM system.
Ask diagnostic questions to identify root causes and next steps.
Assess impact, urgency, and severity to assign priorities.
Troubleshoot and resolve hardware, software, and enterprise issues when possible.
Route or escalate tickets to the appropriate resolver group.
Provide clear status updates and follow up on resolutions.
Maintain accurate ticket notes and follow established procedures.