IT Support Specialist — Growth, ESOP & Tuition Reimbursement

Dadavidson; Chicago (IL); On-site; USD 56,000 - 71,000; Full time

Benefits offered by this job

Medical benefits

401(k) and ESOP

Paid holidays

Professional development

Tuition reimbursement

Discretionary leave

Charitable giving

Diversity & inclusion

Job summary

D.A. Davidson Companies is seeking an IT Service Desk Analyst to support users across multiple groups, resolving hardware and software issues in person and remotely.

The role emphasizes ITIL practices, customer service, and strong communication with colleagues at all levels. You will triage incidents, escalate where appropriate, and work within ITSM tools to ensure timely resolution while maintaining security and data integrity.

Qualifications

• Bachelor’s degree or equivalent IT support experience.
• Proficient knowledge of service desk tools and incident handling.
• Solid communication skills with the ability to translate technical concepts to non‑technical audiences.
• Experience delivering customer service in a fast-paced environment.
• Ability to triage incidents and escalate when needed.

Responsibilities

• Respond, resolve, and document incidents and requests in person or over the phone.
• Meet performance goals for incident resolution.
• Remain logged into the support queue and provide escalation when needed.
• Troubleshoot user hardware, peripherals, applications, and security credentials.
• Assess workload and capacity to plan improvements and optimizations.
• Support business applications including patching, training, and vendor coordination.

Skills

Service Desk knowledge

Phone system

Business applications

Workflows & processes

Hardware knowledge

Microsoft Office

Communication skills

Customer service

Education

Bachelor's degree or equivalent

Tools

ITSM tools

Ticketing system

ITIL familiarity

Job description

D.A. Davidson Companies is seeking an IT Service Desk Analyst to support users across multiple groups, resolving hardware and software issues in person and remotely.

The role emphasizes ITIL practices, customer service, and strong communication with colleagues at all levels. You will triage incidents, escalate where appropriate, and work within ITSM tools to ensure timely resolution while maintaining security and data integrity.