Service Desk Analyst

Merkle Italia; Chicago (IL); On-site; USD 51,000 - 70,000; Full time

Benefits offered by this job

Medical, vision, and dental insurance

Life insurance

Short-term and long-term disability

401k

Flexible paid time off

15+ paid holidays

Paid sick leave

Paid parental leave

Job summary

Merkle Italia is seeking an experienced EUS Technician to provide deskside and walk-up IT support in our Chicago and New York locations. You will handle L2 escalations, onboard/offboard devices, and staff the Tech Bar with a strong focus on executive support. The role emphasizes proactive device health monitoring and precise documentation.

You will work on-site full-time, collaborating with Americas Enterprise Technology to ensure rapid, high-touch resolution for staff and VIP users.

Qualifications

• Hands-on experience with Windows and macOS device support, imaging, and troubleshooting.
• Experience as an L2 support tier and escalation knowledge with VIP tickets.
• Familiarity with ITSM ticketing platforms (ServiceNow).
• Proficiency with Microsoft 365, Intune, and Entra ID.

Responsibilities

• Deskside support and troubleshooting for laptops, peripherals, and mobile devices.
• Own the L2 queue SLA and fast handoffs to EUC/engineering when needed.
• Onboarding/offboarding device configuration and asset coordination.
• Staff Tech Bar and walk-up support with high professionalism.
• Support events, AV needs, and executive setups.
• Monitor device health signals and document resolutions clearly.

Skills

Windows support

macOS support

Imaging

Troubleshooting

L2 escalation

ServiceNow

Microsoft 365

Intune

Entra ID

VIP support

Education

Bachelor's in IT or CS

Tools

ServiceNow

Device imaging tools

Endpoint management

Job description

The purpose of this role is to provide technical support services to staff enabling them to optimise their productivity. The role is highly customer focused and ensures issues are managed, prioritised and resolved within agreed service levels.**Job Description:**Americas Enterprise Technology is shifting from a support model that reacts to problems to one that anticipates and prevents them — and the EUS Technician is where that shift meets the employee in person. This role provides front-line deskside and walk-up support across our Chicago and New York locations, working hands-on with the hardware, software, and access issues that stand between an employee and a productive day — including the high-visibility, time-sensitive support our executives and VIP users expect.The EUS Technician serves as the L2 escalation tier for the Birlasoft-operated L1 service desk, taking ownership of tickets that L1 cannot resolve — deeper hardware and software troubleshooting, device staging, and onboarding/offboarding — and coordinating with the Asset Management team on device deployment. This is a hands-on, in-office-first role for someone who takes ownership of the problem in front of them and is equally comfortable resolving an L2 escalation, staffing the Tech Bar, or flagging a device issue before the employee even notices it.The right person for this role brings technical competence, patience with end users at every skill level, and a proactive mindset — someone who sees monitoring data and walk-up patterns as signals to act on, not just tickets to close. **What You Will Do*****Deskside Support & Troubleshooting**** Serve as the L2 escalation point for tickets routed from the Birlasoft L1 service desk, providing deeper diagnosis and hands-on resolution.* Provide hands-on troubleshooting and break/fix support for laptops, peripherals, and mobile devices.* Recognize and prioritize VIP and executive tickets appropriately, delivering prompt, high-touch resolution without being asked — understanding who needs to be served first and acting accordingly.* Own the L2 queue's SLA performance, ensuring escalated tickets move quickly from L1 handoff to resolution.* Escalate to the Global End User Computing Team (EUC), engineering, or vendor partners only when an issue is genuinely beyond L2 scope, ensuring a warm, confirmed handoff and follow-through.* Document resolution steps clearly in ServiceNow for every ticket worked, including root cause where L1 lacked one.***Onboarding, Offboarding & Asset Coordination**** Prepare, image, and configure devices for new hires ahead of start date.* Execute offboarding device retrieval and wipe/reissue processes in coordination with Asset Management.* Maintain accurate device assignment records and flag discrepancies to the Asset Management team.***Tech Bar & Walk-Up Support**** Staff walk-up Tech Bar hours, providing same-day resolution for common hardware and software issues.* Deliver a consistently professional, patient support experience for employees at every technical skill level.***Event & Pitch Support**** Support onsite and offsite events and client pitches, partnering with the AV team and the Facilities Workplace Experience team on setup, troubleshooting, and live technical support.* Support executive setups and conference room technology and A/V needs as they arise.* Serve as the on-the-ground technical point of contact during high-visibility events, ensuring issues are resolved quickly and discreetly.***Proactive Device Health**** Monitor device health signals (e.g., via Nexthink) to identify and resolve issues before they generate a ticket.* Escalate recurring device or software patterns to the EUS Manager for broader remediation.***Documentation & Knowledge Base**** Maintain and contribute to knowledge base articles and SOPs for common issues and fixes.* Keep ticket documentation current enough that any teammate could pick up a ticket mid-stream. **Who You Are**You take ownership of the problem in front of you rather than routing it along, and you treat every employee interaction — whether a VP or a new hire — with the same patience and professionalism. You're comfortable working independently, prioritizing a shifting queue — including knowing instinctively when a ticket needs white-glove handling for an executive — and using data and monitoring tools to get ahead of issues rather than just reacting to them. **Education & Experience*** Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.* 3–5 years of experience in IT deskside support, service desk, or end user computing.**Required Qualifications*** Hands-on experience with Windows and macOS device support, imaging, and troubleshooting.* Demonstrated experience operating as an L2 support tier — diagnosing issues L1 could not resolve and knowing when to escalate further.* Sound judgment in triaging support requests, including the ability to identify and prioritize VIP/executive tickets and deliver a consistently high-quality service experience for senior stakeholders.* Working knowledge of ServiceNow or a comparable ITSM ticketing platform.* Proficiency with Microsoft 365 and endpoint management tools including Intune and Entra ID.* Strong verbal communication skills — comfortable supporting employees at every level, including executives.* Ability to lift and move IT equipment and to be on-site full-time across supported locations. **What Will Set You Apart*** Experience with DEX platforms such as Nexthink for proactive device health monitoring.* CompTIA A+, Network+, or equivalent certification.* Experience supporting a distributed, multi-site organization.* Familiarity with AV/conference room technology and executive support. **What Success Looks Like**In your first 30 days, you know the tools, the ticket queue, the key stakeholders, and how work flows between L1, yourself, and Asset Management.At 60 days, you're resolving deskside tickets independently, your documentation is clean, and the team trusts your follow-through on escalations.At 90 days, you're a full contributor across Tech Bar, onboarding support, and proactive device health — not just keeping pace with the queue, but starting to get ahead of it.At six months, you're a reliable presence at your site, known for turning a frustrating device issue into a fast, professional fix, and for catching problems before they reach the employee. The annual salary range for this position is $51,000 - $70,000. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law. Benefits available with this position include: • Medical, vision, and dental insurance,• Life insurance, • Short-term and long-term disability insurance,• 401k,• Flexible paid time off,• At least 15 paid holidays per year,• Paid sick and safe leave, and• Paid parental leave.