Senior IT Service Desk Engineer - VIP & Exec Support

AlixPartners; Chicago (IL); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Health coverage

Vision and dental

401K

Tuition reimbursement

Identity theft protection

Mental wellness support

Generous paid leave, vacations

Legal holidays

Job summary

AlixPartners in Chicago, IL seeks a Service Desk Senior Engineer to deliver high-touch IT support for executives and the user base. You will triage, diagnose, and resolve Level 1–2 issues, provide AV support for meetings, manage tickets in ServiceNow, and partner with IT teams to maintain operations.

The role requires strong communication, discretion with confidential information, and flexibility to work across US time zones. Core hours are 9:00 AM–6:00 PM Central, with hybrid work availability.

Qualifications

• 3+ years in a service desk or deskside support role.
• Experience with ServiceNow ITSM incident, request and problem management.
• Experience with Microsoft 365 applications, Windows 11, printers, and networking.
• Experience supporting macOS in an enterprise environment with Jamf management.
• Experience in a team handling SLAs in a shared ticket queue.
• Certification in at least one technical product.
• Proven track record supporting executives/C-suite with discretion.

Responsibilities

• Handle IT queries from end users via phone, email, chat, and walk-up; triage and log in ServiceNow.
• Provide hands-on audio-visual support for conference rooms, town halls, and client events; support Zoom and Teams Rooms.
• Resolve Level 1 and 2 issues in person or remotely; guide users to fixes.
• Maintain detailed ticket records and knowledge base articles; identify recurring problems.
• Escalate unresolved requests to other IT teams and contact vendors for warranty service.
• Act as point of contact for executive users with white-glove, deskside and remote support.

Skills

Customer service

Executive support

Communication

Time management

Tools

ServiceNow ITSM

Microsoft 365

Jamf

Intune

Zoom

Microsoft Teams Rooms

Job description

AlixPartners in Chicago, IL seeks a Service Desk Senior Engineer to deliver high-touch IT support for executives and the user base. You will triage, diagnose, and resolve Level 1–2 issues, provide AV support for meetings, manage tickets in ServiceNow, and partner with IT teams to maintain operations.

The role requires strong communication, discretion with confidential information, and flexibility to work across US time zones. Core hours are 9:00 AM–6:00 PM Central, with hybrid work availability.