Service Desk Analyst II

LEK; Chicago (IL); On-site; USD 45,000 - 50,000; Full time

Job summary

L.E.K. Consulting is seeking a talented Service Desk Analyst II to join their IT Department. This role provides first-level technical support, ensuring prompt resolution of IT issues while maintaining excellent customer service. Ideal candidates should have a solid understanding of Windows systems, strong problem-solving skills, and the ability to communicate effectively with users. Join a collaborative environment and contribute to L.E.K.'s mission of delivering outstanding IT support.

Benefits

Performance bonuses

Profit sharing

Other benefits

Qualifications

• Solid understanding of computer hardware and Windows operating systems.
• Strong problem-solving skills to diagnose and resolve technical issues.
• Excellent customer service and communication skills.

Responsibilities

• Provide first-level technical support to end-users.
• Set up and configure videoconferencing equipment.
• Document all support interactions and manage user accounts.

Skills

Problem-solving

Analytical skills

Customer service

Communication skills

Technical support

Education

Coursework in computer science or programming

Tools

Office 365

Active Directory

VPN

Job description

L.E.K. Consulting is a global management consulting firm that uses deep industry expertise and rigorous analysis to help business leaders achieve practical results with real impact. We are committed to helping clients make better decisions, improve business performance, and generate greater shareholder returns. The firm advises and supports global companies that are leaders in their industries, including the largest private and public sector organizations, private equity firms, and emerging entrepreneurial businesses. Founded over 35 years ago, L.E.K. employs more than 2,200 professionals across the Americas, Asia-Pacific, and Europe. For more information, visit www.lek.com.

Overview of Function:

Are you outgoing and technically capable? Have you ever wanted to work for GeekSquad or the Genius Bar? Do you troubleshoot your parents’ IT issues? If so, let’s talk!

Our IT Department is seeking a talented and enthusiastic Service Desk Analyst II to join our team. You will be responsible for providing technical support and troubleshooting assistance to end-users. This position reports directly to the Regional Service Desk Team Lead.

The Service Desk Analyst II provides excellent customer service, follows written instructions to resolve basic problems, works well with teammates, takes direction, executes assigned project tasks on time, manages user accounts, and executes basic scripts within their role.

Responsibilities:

• Provide first-level technical support to end-users via phone, email, chat, and in-person, ensuring prompt resolution of IT issues.
• Set up, configure, and troubleshoot videoconferencing equipment, including supporting technical aspects during meetings.
• Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, mobile devices, and peripherals.
• Assist with the installation, configuration, and maintenance of software applications and operating systems.
• Respond to user inquiries and provide guidance on technology-related matters, such as password resets, account setups, and software usage.
• Document all support interactions and resolutions in the ticketing system with accurate and detailed records.
• Collaborate with senior analysts and IT teams to escalate and resolve complex issues.
• Maintain and update knowledge base articles and user documentation for common technical problems and solutions.
• Participate in team meetings and training sessions to enhance technical skills and stay updated with the latest technology trends.
• Assist with IT asset management, including inventory tracking, procurement, and equipment deployment.
• Contribute to IT projects and initiatives, ensuring timely completion of tasks and adherence to project guidelines.

Qualifications:

• Solid understanding of computer hardware, Windows operating systems, and productivity software such as Office 365, Active Directory, SharePoint, VPN, and remote access clients.
• Knowledge of basic networking concepts like IP addressing, DNS, DHCP, and LAN/WAN.
• Familiarity with mobile devices (iOS, Android) and mobile device management (MDM) solutions.
• Strong problem-solving and analytical skills to diagnose and resolve technical issues efficiently.
• Passion for continuous improvement, with the ability to document problems thoroughly and create solutions to prevent future issues.
• Excellent customer service and communication skills, capable of explaining technical concepts to non-technical users effectively.
• Ability to work well under pressure, multitask, and prioritize in a fast-paced environment.
• Proactive attitude towards learning and staying updated with emerging technologies and industry best practices.

Preferred Qualifications:

• Basic understanding of the ITIL framework and incident management processes.
• Coursework in computer science or programming, either in high school or college.
• Previous experience in a technical support or helpdesk environment.

Join our dedicated team and be part of a collaborative environment where your technical skills will make a significant impact. Apply now to become a Service Desk Analyst II and contribute to our mission of delivering excellent IT support.

• Applicants must be currently authorized to work in the United States on a full-time basis.
• L.E.K. Consulting is an Equal Opportunity Employer.
• In Illinois, the base salary ranges from $45,000 to $50,000 USD, depending on experience and skills. We also offer performance bonuses, profit sharing, and other benefits.