Service Desk Analyst

Sargent Lundy; Chicago (IL); On-site; USD 46,000 - 70,000; Full time

Job summary

Sargent & Lundy is seeking an experienced Service Desk Analyst to join our IT team in Chicago. You will provide responsive, solutions-focused support to end users, coordinating intake, prioritization, troubleshooting, and escalation of incidents and requests in a fast-paced environment.

This hybrid role requires 3 days in our downtown Chicago office and 2 days remote, with a Sunday-Thursday 6am-3pm schedule. Candidates should have 2+ years in IT support and strong customer-service skills.

Qualifications

• Associate's degree or two years of college coursework required.
• Minimum two years' experience in a customer-service and IT environment.
• Strong communication and customer-service skills, with troubleshooting ability.

Responsibilities

• Provide first-level technical support to end users by phone, remote, and walk-in.
• Manage 30–40 support calls per day while keeping a positive experience.
• Document and track incidents and service requests in the ITSM system.
• Ask diagnostic questions to identify root causes and next steps.
• Assess impact, urgency, and severity to assign priorities.
• Troubleshoot and resolve hardware, software, and enterprise issues when possible.
• Route or escalate tickets to the appropriate resolver group.
• Provide clear status updates and follow up on resolutions.
• Maintain accurate ticket notes and follow established procedures.

Skills

Customer service

Communication skills

Troubleshooting

Problem solving

Independence in high-volume support

Analytical thinking

Education

Associate's degree or 2 years of college

Tools

ITSM tools

Remote-support tools

Job description

Responsibilities

Sargent & Lundy is seeking an experienced Service Desk Analyst to join our IT team. In this role, you will provide responsive, solutions-focused support to end users while coordinating the intake, documentation, prioritization, troubleshooting, and escalation of technology incidents and service requests. This is an excellent opportunity for a customer-focused IT professional who enjoys solving problems, working in a fast-paced environment, and helping employees get the most from their technology.

Essential duties and responsibilities for the Service Desk Analyst include, but are not limited to:

• Providing first-level technical support to end users by phone, remotely, and to walk-in users.
• Managing approximately 30–40 support calls per day while maintaining a positive, professional customer experience.
• Answering, documenting, and tracking incidents and service requests in the appropriate ITSM or ticketing system.
• Asking effective diagnostic questions to understand issues, identify root causes, and determine appropriate next steps.
• Assessing impact, urgency, and severity to assign the correct priority.
• Troubleshooting and resolving hardware, software, peripheral, and enterprise service issues whenever possible.
• Routing or escalating tickets to the appropriate resolver group based on the information gathered.
• Providing clear status updates and following up with customers to confirm satisfactory resolution.
• Maintaining accurate ticket notes and following established support and escalation procedures.
• Performing additional duties as needed to support team and business objectives.

This is a hybrid position, with the requirement of 3 days working in our downtown Chicago office, and 2 days working remotely. This position's schedule is as follows: Sunday-Thursday from 6am-3pm.

Qualifications

Essential Qualifications

• An Associate's degree, or completion of at least two years of college-level coursework is required.
• A minimum of two years of experience in a customer-service and information-technology environment is required.
• Strong technical aptitude with hardware, software, and peripheral devices.
• Demonstrated troubleshooting skills and the ability to work through problems methodically.
• Strong analytical and problem-solving abilities, with the capacity to resolve complex issues independently and efficiently.
• Experience working with ITSM or service-management tools.
• Experience using remote-support tools.
• The ability to work independently and effectively in a high-volume service desk environment.
• Strong communication and customer-service skills.

Preferred Experience

• CompTIA A+ certification.

We do not sponsor employees for work authorization in the U.S. for this position.

Technology & Innovation

Sargent & Lundy values the appropriate use of technology to improve how work gets done and deliver high-quality outcomes for our clients. Depending on the role, employees may use data, automation, artificial intelligence, and other digital tools to support research, analysis, engineering and design activities, workflow improvement, or other aspects of their work. We value candidates who demonstrate an interest in learning and effectively using emerging technologies where relevant to their role. Employees remain accountable for their work and are expected to apply appropriate professional judgment and review when using technology-assisted tools. Experience with AI, automation, programming, or similar technologies is valued where relevant but is not required unless specifically identified elsewhere in the job description.

About Sargent & Lundy

At Sargent & Lundy, we care about the health and well-being of our employees. Our commitment extends beyond the workplace, offering comprehensive healthcare plans and generous paid time off to support our team members in every aspect of their lives. We understand the importance of work-life balance, which is why we are proud to provide competitive, award-winning benefits. Our dedication to employee satisfaction has earned us the prestigious Top Workplaces Culture Excellence Award for compensation and benefits in 2022, 2023, and 2024.

Health & WellnessFinancial BenefitsWork-Life Balance

• Health Plans: Medical, Dental, Vision
• Life & Accident Insurance
• Disability Coverage
• Employee Assistance Program (EAP)
• Back-Up Daycare
• FSA & HSA

• 401(k)
• Pre-Tax Commuter Account
• Merit Scholarship Program
• Employee Discount Program
• Corporate Charitable Giving Program
• Tuition Assistance
• First Professional Licensure Bonus
• Employee Referral Bonus

• Paid Annual Personal/Sick Time (PST)
• Paid Vacation
• Paid Holidays
• Paid Parental Leave
• Paid Bereavement Leave
• Flexible Work Arrangements

Compensation Range

$46,080.00 - $69,550.00

Transparency Statement

Sargent & Lundy discloses compensation ranges that comply with all local and state regulations. The total compensation package for eligible positions will include a base salary or an hourly rate and a comprehensive benefits package, reflecting our commitment to rewarding performance and supporting the overall well-being of our employees. Individuals may also be eligible to participate in our yearly discretionary bonus.

Equal Opportunity

Sargent & Lundy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any protected status as defined by applicable law.