IT Service Desk Analyst — End-User Support & Project Lead

ITW; Glenview (IL); On-site; USD 70,000 - 89,000; Full time

Job summary

ITW in Glenview, IL is seeking an IT Analyst to join the IT Team, focusing on handling user requests and providing frontline support to internal IT customers across on-site and remote locations.

The role emphasizes troubleshooting, patch management, hardware/software deployment, and knowledge base development, with opportunities to lead small projects and educate end users on available technology.

Qualifications

• Technical certificates or an Associate Degree in a technical field, or 2+ years of IT experience.
• Ability to manage workload daily with minimal supervision.
• Experience supporting end users in a corporate environment following SOPs.
• Experience with a Service Desk tool.
• Willingness to travel outside Northern IL on a limited basis.
• Experience patching and vulnerability management on workstations.

Responsibilities

• Continually provide meaningful customer service at all levels; build trusting relationships internally and externally.
• Ability to make measured contributions to a Service Desk work queue to meet or exceed SLA.
• Must possess strong technical problem-solving skills and apply them methodically.
• Purchase, install, modify, deploy, and repair hardware and software.
• Work with Microsoft O365, patch management, Windows OS, endpoint protection, and Active Directory.
• Troubleshoot issues with LAN/WAN and network hardware/cabling.
• Provide technical support remotely using various tools.
• Lead small projects from conception to close.
• Create and maintain technical documents for the team.
• Contribute to internal knowledgebase for self-service.

Skills

Problem-solving

Communication

Time management

Interpersonal skills

Customer service

Education

Associate degree or technical certificates

Tools

Microsoft O365

Patch management

Windows OS

Endpoint protection

Active Directory

Service Desk tool

Remote support tools

LAN/WAN troubleshooting

Job description

ITW in Glenview, IL is seeking an IT Analyst to join the IT Team, focusing on handling user requests and providing frontline support to internal IT customers across on-site and remote locations.

The role emphasizes troubleshooting, patch management, hardware/software deployment, and knowledge base development, with opportunities to lead small projects and educate end users on available technology.