Service Desk Analyst

RL Canning; Chicago (IL); Hybrid; USD 57,308,000 - 65,904,000; Full time

Benefits offered by this job

Short-Term Disability Insurance

AD&D and Life Insurance

401(k) with employer matching

Paid Time Off

Paid Holidays

Job summary

RL Canning is hiring a Service Desk Analyst (2nd Shift) to support end-users and enterprise services via phone and remote channels. You will log, triage, and resolve incidents, escalating when needed and documenting actions in the ticketing system.

The role requires a strong hardware/software background (Windows/macOS), good troubleshooting, and experience with ITSM tools like ServiceNow or FreshService. A 2-year IT-related degree or higher is expected, with 2+ years in customer IT support and

Qualifications

• Associate degree or 2 years of college-level coursework.
• Minimum 2 years of customer service/IT experience.
• CompTIA A+ certification preferred.

Responsibilities

• Provide end-users with phone support and walk-in first-level support.
• Handle ~30–40 calls daily.
• Log calls and document tickets with proper notes in ticketing systems.
• Assess issue severity and attempt to resolve over the phone.
• Route calls to appropriate resolver groups based on gathered info.
• Follow up to confirm resolution or communicate actions taken.
• Escrow tickets to correct resolver group and set priority.
• Ask questions to diagnose issues and resolve problems.
• Perform other tasks to support business objectives.

Skills

Hardware skills

Windows & macOS

Phone & remote support

Troubleshooting

Call handling

Remote tools

Education

Associate degree or 2 years of college

Tools

ServiceNow

FreshService ITSM

Job description

**We are not offering visa sponsorship or C2C for this position due to resource requirements

Who We Are

RL Canning is a global IT managed services and consultancy firm committed to enhancing the digital workplace by driving value through technology and operational excellence. Our comprehensive service portfolio, supported by an ecosystem of digital innovators, delivers industry-leading solutions tailored to each customer's unique needs. We focus on achieving better, faster results aligned with long-term strategic goals.

Job Overview

RL Canning is seeking an experienced Service Desk Analyst (2nd Shift) to join our IT team. This role is responsible for coordinating, processing, and resolving incidents and requests related to supporting technology products, infrastructure, business processes, and enterprise services via phone and remote support.

The US base hourly range for this full-time position is $20.00 to $23.00 per hour W2, along with a comprehensive benefits package detailed in the “Benefits Offered” section of the job description. The hourly wage offered within this range will be influenced by factors such as work location, job-related skills, experience, and relevant education or training. During the hiring process, your recruiter will provide more specific information about the salary range, considering these factors. Compensation and benefits remain in the Company's sole discretion and may be modified at the Company’s absolute discretion, consistent with applicable law, until they are paid.

In this role, you will

• Provide end-users with phone support, in addition to walk-in end-users' first-level support.
• Expect to take about 30 – 40 calls daily.
• Responsible for answering and logging calls and documenting tickets with the proper notes through client ticketing systems.
• Evaluate the severity of the customer’s issue or request.
• Attempt to solve problems over the phone whenever possible and practical.
• Assign calls to appropriate individual(s) or queue based on information gathered.
• Follow up with the customer to confirm that issues have been resolved satisfactorily or communicate what action(s) have been taken to resolve.
• Required to escrow the ticket to the correct resolver group and evaluate the severity to determine the priority.
• Must have good troubleshooting skills and understand how to ask questions to assess the issue and resolve the problem.
• Perform other tasks as necessary to support and achieve business objectives.

For this role, you will need

• Strong technical aptitude in hardware, software (Windows and MAC), and peripherals.
• Must be able to work 2nd shift onsite/hybrid.
• Strong ability to analyze and resolve complex problems independently and quickly, and function in a fast-paced environment.
• Must have experience with ServiceNow or FreshService ITSM tools.
• Must have experience utilizing remote tools.
• Must be able to work within a high-pressure environment with high call volume.
• Ability to change and update Knowledge Base Articles.
• Associate degree or 2 years of college-level courses.
• Minimum of 2 years’ work experience in a Customer Service and/or Information Technology environment.
• CompTIA A+ Certification “Preferred”
• Willingness to travel as needed to support client projects and corporate responsibilities.

Why Join Us

Cutting-Edge Innovation & Technology:

Unlock the opportunity to be a vital part of a cutting-edge environment where innovation is not just encouraged but is a way of life. You'll have the chance to work with the latest technologies, contribute to ground-breaking projects, and stay at the forefront of advancements in the IT industry.

Professional and Personal Growth:

We are dedicated to investing in our team’s growth and success. By providing the tools, resources, and support needed to enhance skills and stay ahead of industry trends, we empower our team members to unlock new opportunities for advancement. We believe that fostering individual growth strengthens careers and drives the collective success of our company.

Collaborative & Inclusive Culture:

Be part of a team where collaboration drives success. Our inclusive culture celebrates diverse perspectives and ensures every voice is heard, creating an environment where innovation and teamwork flourish. You’ll collaborate with skilled professionals from a wide range of backgrounds, exchanging ideas, tackling challenges, and crafting solutions that make a real impact. Together, we build a stronger, more dynamic workplace where collective problem-solving is at the heart of everything we do.

Empowering Work Environment:

Discover the opportunity to be an integral part of a team where your ideas are not only heard but celebrated, and your contributions have a direct impact. In this role, you’ll experience a sense of purpose as your work drives meaningful results for our projects and clients. We prioritize your growth and ensure that your potential is recognized, fostering an environment where your efforts lead to both personal fulfillment and collective success.

Benefits Offered

• Short-Term Disability Insurance
• Accidental Death & Dismemberment (AD&DD) and Life Insurance
• 401(k) retirement savings plan with employer matching
• Paid Time Off
• Paid Holidays

RL Canning is an Equal Opportunity Employer. All applicants will be considered for employment without discrimination based on race, color, religion, sex, marital status, national origin or ancestry, age, disability (physical or mental), veteran status, or any other status protected by federal, state, or local law.