Service Desk Analyst

Sonoma Consulting Inc.; Glenview (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading IT consulting firm is seeking a motivated Service Desk Analyst to join the Global Service Desk team in Glenview, IL. The ideal candidate will have solid technical support experience and strong communication skills. Responsibilities include providing phone support for hardware and software issues, logging service desk incidents, and delivering exceptional customer service. A minimum of two years in a Service Desk role is required, along with proficiency in Windows 7 and Microsoft Office 365. This is a full-time, permanent position.

Qualifications

• Minimum of two years experience in a corporate Service Desk role.
• Strong background with PC systems running Windows 7 or greater.
• Proven experience with Microsoft Office 365.
• Excellent verbal and written communication skills.

Responsibilities

• Provide Level 1 and Level 2 phone support for incidents related to hardware and software.
• Field tickets via phone or email and record incident information.
• Troubleshoot and resolve incidents while maintaining customer satisfaction.
• Create and maintain documentation providing consistent solutions.

Skills

Customer service skills

Technical troubleshooting

Multi-tasking

Communication skills

Teamwork

Tools

Windows 7

Microsoft Office 365

Lotus Notes

Job description

Halo Group is a premier provider of IT talent. We place technology experts within the teams of the world’s leading companies to help them build innovative businesses that keep them one step closer to their customers and one step ahead of the competition. We offer a meaningful work environment for employees, attractive and interesting engagements for consultants, and cutting‑edge digital innovation for our customers.

We delight in helping our customers execute their digital vision. Big projects or small, Halo Group knows that by combining the highest quality talent with our unwavering support, we will become an invaluable extension of the team. Halo Group's experienced consultants in Detroit, Atlanta and Dallas specialize in all areas of product/project governance, UX/UI, multi‑platform applications, quality assurance/testing, cloud computing, and data analytics.

Since its inception, Halo Group has been recognized for numerous awards, including:

• INC 5000
• Future 50
• 101 Best and Brightest
• Michigan 50 Companies to Watch
• Goldline Research – “Most Dependable Companies”
• Ernst & Young – “Entrepreneur of the Year” Finalist

Job Description

Currently an exciting career opportunity exists for a highly motivated Service Desk Analyst who will be a member of our Global Service Desk team located in our Glenview, IL office. The successful candidate will have a solid technical support background, strong communication and customer service skills, be a quick learner and able to multi‑task and solve computing or communication issues. They will provide critical I/S Service Desk functions such as password resets, coordination with LAN (desktop support), and application support for all business users. Individual will log all Service Desk incidents, problems and requests using a common ITSM tracking tool.

The ideal candidate will have a minimum of two years experience in a corporate Service Desk role; a strong background with PC systems running Windows 7 or greater; proven experience with Microsoft Office 365, and familiarity with Lotus Notes. Microsoft Specialist, MTA or MCSA helpful but not required. Must possess above‑average troubleshooting, organizational, verbal and written skills.

Responsibilities

• Provide basic Level 1 and Level 2 phone support for incidents or service requests related to hardware, software, mobile devices, network/mainframe connectivity and application support to Anixter employees.
• Field tickets that come via phone or email.
• Record incident and status information in a timely and accurate fashion using the appropriate tools to communicate with and properly utilize 2nd and 3rd Level support.
• Troubleshoot and resolve incidents and/or escalates to Level 2 support and Subject Matter Experts.
• Facilitate closure of tickets/service requests while meeting or exceeding defined service level expectations.
• Follow-through with users’ incident tickets from assignment to resolution.
• Set a positive, supportive tone with users, creating a positive customer satisfaction relationship.
• Contribute and maintain accurate documentation to provide consistent solutions to Anixter employees.
• Complete assigned administrative projects (e.g., testing and other project‑related tasks).
• Perform other duties as assigned.

Qualifications

• Excellent teamwork within a global team.
• Excellent communication and interpersonal skills; professional telephone demeanor.
• Excellent multi‑tasking skills; prioritizes and performs a variety of concurrent tasks with minimal direction.
• Strong customer service skills and attention to detail.
• Hardware and software support for both desktop/laptop computers and printers.
• Follow company standards, hardware and software configurations.
• ITIL knowledge preferred or certification is a plus.
• MS Office (Word, PowerPoint, Excel) skills is a plus.
• Bi‑lingual skills (Spanish) preferred but not required.
• Ability to accommodate work schedule changes including overtime as business requires, and rotating backup support during any global holiday.

Additional Information

Only U.S. Citizens, Green Card holders, EAD, and Canadian citizens may apply. U.S. Citizens and those authorized to work independently in the United States are encouraged to apply; we are unable to sponsor at this time. This is a Full‑Time / Permanent job opportunity. All your information will be kept confidential according to EEO guidelines.

Titles: Service Desk Analyst, Desktop Support, Desktop Engineer, Technical Support

Skills: Windows 7, Office 365, Lotus Notes, Troubleshooting