Level 3 Help Desk Support Analyst Onsite Desk Side Support

Layer 7 Systems; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading Managed Service Provider seeks a Level 3 Desk Side Support Analyst for onsite client support in Chicago. The role involves handling complex IT issues, providing VIP support, and maintaining professional relationships. Ideal candidates will exhibit strong technical skills and exceptional customer service in a goal-oriented environment.

Benefits

Health, Vision, and Dental insurance

Life and Accidental Death & Dismemberment insurance

401(k) with company matching

Paid training and professional development opportunities

Annual certification support

Stable, growing MSP environment

Supportive team culture

Monday-Friday schedule with no weekends

Qualifications

• Minimum 5+ years of help desk experience with demonstrated progression in responsibility.
• Goal-oriented mindset with ability to work independently.
• Professional appearance and demeanor for client-facing role.

Responsibilities

• Provide advanced Level 3 technical support and troubleshooting for complex IT issues.
• Manage VIP and executive support requests with appropriate urgency.
• Collaborate with team members to resolve complex technical challenges.

Skills

Microsoft 365 administration and support

On-premises Active Directory management

ITGlue documentation platform

Problem-solving skills

VIP and executive-level support

Documentation skills

Communication skills

Education

Bachelor's degree or equivalent IT help desk experience

Tools

N-sight RMM

Microsoft Intune

Azure Virtual Desktop

Autotask PSA

Job description

Job Description

Job Description

We are seeking a well experienced Level 3 Desk Side Support Analyst to join our established 19-year-old Managed Service Provider team. This is a unique opportunity to work primarily onsite with a single client at their Chicago, IL 60639 location while supporting our broader client base remotely during slower periods. The ideal candidate will have strong technical expertise combined with exceptional front-office skills and the ability to handle VIP and executive-level support requests with professionalism and discretion.

Key Responsibilities

• Provide advanced Level 3 technical support and troubleshooting for complex IT issues
• Deliver onsite desk-side support for primary client location in Chicago
• Handle escalated tickets requiring advanced technical knowledge and problem-solving skills
• Manage VIP and executive support requests with appropriate urgency and communication
• Provide remote support to additional clients during downtime
• Document all activities, solutions, and procedures thoroughly in ITGlue
• Collaborate with team members to resolve complex technical challenges
• Maintain professional client relationships and represent the company with excellence
• Participate in IT projects and system implementations as needed

Required Qualifications

• Minimum 5+ years of help desk experience with demonstrated progression in responsibility
• Bachelor's degree or equivalent IT help desk experience
• Strong proficiency in:
• Microsoft 365 administration and support
• On-premises Active Directory management
• ITGlue documentation platform
• RMM tools and platforms
• Preferred experience with:
• N-sight RMM by N-able/SolarWinds
• Microsoft Intune
• Azure Virtual Desktop
• Autotask PSA
• Scripting knowledge (PowerShell, Batch, etc.)
• Exceptional front-office and customer service skills
• Experience supporting VIP and executive-level users
• Strong documentation skills and attention to detail
• Goal-oriented mindset with ability to work independently
• Excellent written and verbal communication skills
• Professional appearance and demeanor for client-facing role

What We Offer

• Competitive salary: $70,000 - $90,000 based on experience
• Comprehensive benefits package:
• Health, Vision, and Dental insurance
• Life and Accidental Death & Dismemberment insurance
• 401(k) with company matching
• Paid training and professional development opportunities
• Annual certification support to maintain credentials and continuing education
• Stable, growing MSP environment
• Modern technology stack
• Supportive team culture
• Monday-Friday schedule with no weekends

Ideal Candidate Profile

You are a seasoned IT professional who thrives in a client-facing environment. You understand that supporting executives and VIP users requires a different approach - one that emphasizes clear communication, quick resolution, and exceptional service. You take pride in thorough documentation and understand its critical importance in an MSP environment. You're goal-oriented, can work independently, and have the technical skills to handle complex Level 3 issues while maintaining the professionalism expected in a corporate setting.

Ready to Join Our Team?

If you're looking for a role that combines advanced technical challenges with meaningful client relationships, we want to hear from you. This position offers the stability of working primarily with one client while providing variety through our broader client base.

Company Description

WHY YOU SHOULD WORK WITH US
As a customer service-oriented service desk - YOUR relationship with our client's is the product we sell (not the job you do). So, we want you to be polished and shine. Layer 7 Systems provides all the necessary tools, motivation, and experiences to fast track your IT career. There is simply no better place to immerse yourself in IT than here. Our accelerated crash course to “LEVELING UP” your IT career combined with high energy, work hard play hard attitude is the winning combination. Come join our “Special Forces – Service Desk” approach to training and see why Layer 7 Systems is a leader in Help Desk Services,

Company Description

WHY YOU SHOULD WORK WITH US
As a customer service-oriented service desk - YOUR relationship with our client's is the product we sell (not the job you do). So, we want you to be polished and shine. Layer 7 Systems provides all the necessary tools, motivation, and experiences to fast track your IT career. There is simply no better place to immerse yourself in IT than here. Our accelerated crash course to “LEVELING UP” your IT career combined with high energy, work hard play hard attitude is the winning combination. Come join our “Special Forces – Service Desk” approach to training and see why Layer 7 Systems is a leader in Help Desk Services,