IT Analyst, Service Desk

FIDELITONE; Wauconda (IL); On-site; USD 28,000 - 40,000; Full time

Job summary

FIDELITONE in Wauconda, IL is seeking an IT Analyst, Service Desk to provide hands-on support for applications, network/server tasks, and delivery of services to staff. You will handle day-to-day operations and contribute to system enhancements.

The ideal candidate has strong customer service, teamwork, and the ability to troubleshoot across desktop, server, and application environments. This on-site role requires on-call rotation and a proactive, do-what-it-takes attitude.

Qualifications

• This position requires excellent communication and teamwork to support staff.
• Experience with Outlook, O365 and SMTP related systems.
• Proficiency in Windows OS and Windows Server AD/DNS.

Responsibilities

• Provide Level 1 help desk support and ticket updates.
• Install, configure, monitor, and maintain IT systems in Fidelitone network.
• Manage Active Directory user accounts and security.
• Maintain disaster recovery and data backups.
• Support applications and infrastructure across multiple sites.
• Participate in on-call rotations and after-hours emergencies.

Skills

Interpersonal skills

Communication

Organization

Service desk

Systems administration

On-call readiness

Education

Associate degree in IT

Bachelor's degree a plus

Tools

Outlook & O365

Active Directory

DNS

ERP: Dynamics AX

WMS: Datex

WMS: PowerHouse

Job description

IT Analyst, Service Desk

Department: Information Technology

Employment Type: Full Time

Location: Wauconda, IL

Compensation: $25.00 / hour

Description

This is a hands‑on position, with responsibility for applications network/server support and overall delivery of services to staff. The successful candidate will be a self‑motivated individual with proven ability to fulfill service desk needs and systems support, and excellent communication within a team environment. While possessing the relentless dedication to customer service and a "do what it takes" attitude to meet the needs of both internal and external customers in service, sales, and operations, and our external clients. The IT Analyst, Service Desk will be responsible for the day‑to‑day operations of the company's applications services as well as selective technology infrastructure, make recommendations for IT needs, and propose system enhancements that will improve the performance and reliability of the systems.

ESSENTIAL FUNCTIONS

• Maintaining customer satisfaction at every step of service delivery.
• Utilize the ticketing system to update, resolve, or elevate, Incidents, Requests or Problems in a timely manner based on Service Level Agreements (SLAs).
• Provide Level 1 remediation and identify, troubleshoot and resolve hardware, software and network related problems experienced by end users in a multi‑site network.
• Installing, supporting, configuring, evaluating, maintaining, monitoring, and analyzing systems and software in the FIDELITONE network environment.
• Strong desktop OS troubleshooting skills and able to solve desktop/laptop related issues.
• Create and Disable user accounts via Active Directory.
• Identifying and preparing hardware for safe disposal.
• Ensuring the integrity and security of the company's systems, including disaster recovery and back up.
• Resolving service desk issues, simple to complex.
• Ability to participate in crafting SOPs for new problems encountered.
• Ability to follow established SOPs to resolve issues.
• Support and maintenance of Company's applications systems.
• Management of the Company's electronic devices, including inventory, purchasing, installation, and training.
• Willingness to be on call, travel and respond to emergencies during after‑hours (on-call rotation).
• Various other unknown duties assigned as the need arises.

Required Skills

This position requires a combination of exceptional interpersonal, communication, organization, and various service desk and systems administration abilities.

In addition:

• Ability to work successfully in a team environment.
• Ability to interact with and collaborate with other departments in the company to solve problems.
• Knowledgeable of Outlook, O365 and various SMTP interface related systems.
• Windows Operating System (7/10), and related software.
• Windows Server 2012, 2016, 2019 active directory, group policy and DNS.
• Working knowledge of ERP systems (Dynamics AX).
• Working knowledge of WMS systems (Datex, PowerHouse).
• Ability to prioritize workload effectively according to needs of the organization.
• Ability to take initiative and work independently.
• Ability and willingness to learn new technologies.

Required Experience

• Associate Degree in IT field or equivalent experience. Bachelor's Degree a plus.
• Minimum of 1-3 years in a similar role.