Service Desk Analyst

Alined Consulting Group; Downers Grove (IL); On-site; USD 38,000 - 54,000; Full time

Job summary

Alined Consulting Group is seeking an entry-level Service Desk Analyst to start a career in IT. This hands-on role welcomes recent graduates, high school diploma holders, or anyone looking to break into tech.

It is a fully onsite contract position in Downers Grove, IL for 6-12 months with potential extension. You will provide Level 1 support, handle calls, emails, and tickets, document incidents, troubleshoot basic issues, and escalate complex problems to appropriate teams while meeting SLAs.

Qualifications

• Strong interest in IT and willingness to learn.
• Excellent communication and problem-solving skills.
• Deliver strong customer service while maintaining professionalism on calls; route/escalate requests to appropriate teams.
• Technical experience is a plus, but not required.
• Answer inbound calls, emails, and tickets to provide first-level technical support.
• Create, document, and track incidents and service requests in a ticketing system.
• Troubleshoot basic hardware, software, and login/access issues.
• Provide timely updates to users and ensure a positive customer experience.
• Escalate unresolved or complex issues to the appropriate teams.
• Follow established processes, SLAs, and documentation standards.
• Reset passwords and manage basic user account requests.
• Assist with onboarding/offboarding tasks (account setup, equipment coordination).
• Maintain accurate records of issues, resolutions, and troubleshooting steps.
• Prioritize and manage multiple requests in a fast-paced environment.
• Fully onsite contract role (6-12 months w/ possibility of extension).
• Performance will be evaluated 30 days into the contract.

Responsibilities

• Provide Level 1 technical support for end users.
• Escalate more complex issues as needed.
• Learn and adapt quickly in a fast-paced environment.

Skills

Interest in IT

Communication skills

Problem solving

Customer service

Ticketing systems

Onboarding support

Hardware basics

Tools

Ticketing system

Job description

We are seeking entry-level Service Desk Analysts who are eager to start a career in IT. This is a hands-on, learning-focused role ideal for recent graduates, high school diploma holders or individuals looking to break into the tech field.

Key Responsibilities:

• Provide Level 1 technical support for end users
• Escalate more complex issues as needed
• Learn and adapt quickly in a fast-paced environment

Qualifications:

• Strong interest in IT and willingness to learn
• Excellent communication and problem-solving skills
• Deliver strong customer service while maintaining professionalism on calls; effectively identify root issues and route/escalate requests to the appropriate teams for resolution
• Technical experience is a plus, but not required
• Answer inbound calls, emails, and tickets to provide first-level technical support
• Create, document, and track incidents and service requests in a ticketing system
• Troubleshoot basic hardware, software, and login/access issues
• Provide timely updates to users and ensure a positive customer experience
• Escalate unresolved or complex issues to the appropriate teams
• Follow established processes, SLAs, and documentation standards
• Reset passwords and manage basic user account requests
• Assist with onboarding/offboarding tasks (account setup, equipment coordination)
• Maintain accurate records of issues, resolutions, and troubleshooting steps
• Prioritize and manage multiple requests in a fast-paced environment
• Fully onsite contract role (6-12 months w/ possibility of extension)
• Performance will be evaluated 30 days into the contract