Service Desk Analyst

RL Canning; Illinois; On-site; USD 26,174 - 28,929; Full time

Benefits offered by this job

Short-Term Disability Insurance

Paid Time Off

401(k) retirement savings plan with employer matching

Job summary

RL Canning is seeking a Service Desk Analyst in Illinois to coordinate and resolve IT support incidents. This role requires strong customer service skills, technical proficiency in IT systems, and an associate degree in information technology is preferred.

Responsibilities include interacting with customers effectively, providing updates, and assisting users with IT processes. The position offers a full-time hourly wage ranging from $19.00 to $21.00, alongside a comprehensive benefits package.

Qualifications

• Strong understanding of information technology systems, including end-user computing devices.
• Ability to learn quickly and apply new concepts.
• Demonstrated experience balancing multiple priorities.

Responsibilities

• Engage effectively with customers to resolve incidents.
• Advise customers on known solutions.
• Provide status updates and assistance with IT services.

Skills

Customer service skills

Technical support experience

Understanding of IT systems

Microsoft Office Suite proficiency

Problem-solving skills

Education

Associate degree in information technology

Tools

Microsoft Office Suite

Gmail

Google Docs

Chrome

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 a Service Desk Analyst who will coordinate, process, and resolve incidents and requests related to the support of technology products, infrastructure, business processes, and enterprise services. This role takes full responsibility for handling customer interactions through satisfaction with established policies, procedures, and service levels.

The US base hourly range for this full‑time position is $19.00 to $21.00 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

• Engages in effective interactions with customers and service groups to coordinate the fulfillment of requests and resolution of incidents.
• Uses knowledge management techniques to advance their own learning to enable initial diagnosis of related issues and advises customers on known solutions where applicable.
• Provides information related to status updates, error resolution, changes in availability, and facilities.
• Assists users in using information technology processes, products, and services more effectively.
• Executes core processes and procedures related to service operations and documents diagnostic information, analysis, activities, progress, and resolution.
• Perform other tasks as necessary to support and achieve business objectives.

For this role, you will need

• Professional, technical or IT support experience is strongly preferred.
• Strong understanding of information technology systems, including end‑user computing devices, software, applications, and basic network systems.
• Strong familiarity with Microsoft Office Suite, Gmail, Google Docs, and Chrome.
• Ability to learn quickly, advance knowledge, and broadly apply new concepts to satisfy various customer issues and requests.
• Demonstrated working experience balancing multiple priorities and shifting focus to meet the demands of the business.
• Strong understanding of regular end‑user resolution processes, including account password resets and network access issues.
• Must have excellent customer service skills and focus, with demonstrated experience working with customers to diagnose and resolve problems.
• Excellent interpersonal, communication, and problem‑solving skills with a clear understanding of the value of customer convenience and experience.
• An associate degree in information technology or other related certification programs is strongly 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&D) 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.