Senior IT Service Desk Lead — Global End-User Support

PROENERGY

Chicago (IL)

On-site

USD 65,000 - 90,000

Full time

6 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life/Disability insurance

10 paid holidays

PTO

401K

Job summary

PROENERGY is a Houston-based engineering, R&D, and manufacturing powerhouse delivering fast-start power solutions worldwide. The Senior Service Desk Analyst provides advanced end-user support, mentors junior analysts, and leads knowledge sharing while ensuring high service quality across PROENERGY's global operations.

The role requires deep technical expertise, strong communication, and the ability to drive service improvements.

Qualifications

US work authorization required; no sponsorship
5+ years of progressive helpdesk or end-user support experience
Experience in manufacturing, energy, or industrial environments preferred
Ability to mentor junior staff
Strong communication and documentation skills

Responsibilities

Provide Level 2 support for complex hardware, software, and network issues across global operations
Troubleshoot Windows, macOS, and mobile devices
Resolve Microsoft 365 issues including Exchange Online, SharePoint, Teams, and OneDrive
Manage VPN connectivity, remote desktop, and collaboration tools
Lead knowledge management and documentation efforts
Mentor junior analysts and lead training sessions
Coordinate with vendors and escalated technical teams
Track tickets through resolution ensuring SLA adherence