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 Service Desk Analyst II to join their IT department in Chicago. The role involves providing technical support, troubleshooting IT issues, and enhancing customer satisfaction. Ideal candidates will have knowledge of Windows OS, networking, and exceptional communication skills, contributing to a collaborative team environment.

Benefits

Performance bonuses

Profit sharing

Other benefits

Qualifications

• Solid understanding of Windows OS, hardware, and productivity software.
• Basic networking knowledge, familiarity with mobile devices.
• Excellent communication skills for technical explanations.

Responsibilities

• Provide first-level support via multiple channels to resolve IT issues.
• Diagnose and resolve hardware and software problems.
• Collaborate with IT team on complex issue resolution.

Skills

Problem-solving

Analytical skills

Communication

Education

Coursework in computer science or programming

Tools

Windows OS

O365

Active Directory

SharePoint

VPN

MDM solutions

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 shareholder value. The firm advises leading global companies across various sectors, including private and public organizations, private equity, and entrepreneurial ventures. Founded over 35 years ago, L.E.K. employs more than 2,200 professionals worldwide. For more information, visit www.lek.com.

Overview of the Role

Are you outgoing and technically skilled? Do you enjoy troubleshooting IT issues, perhaps for family and friends? If so, consider joining our team as a Service Desk Analyst II.

Our IT Department seeks a talented Service Desk Analyst II to provide technical support and troubleshooting assistance to end-users. This role reports to the Regional Service Desk Team Lead.

The Service Desk Analyst II delivers excellent customer service, follows instructions to resolve basic issues, collaborates well with teammates, and manages user accounts and scripts within their role.

Responsibilities

1. Provide first-level support via phone, email, chat, and in person to resolve IT issues promptly.
2. Set up, configure, and troubleshoot videoconferencing equipment, including supporting technical aspects during meetings.
3. Diagnose and resolve hardware and software problems on desktops, laptops, printers, mobile devices, and peripherals.
4. Assist with installing, configuring, and maintaining software applications and operating systems.
5. Respond to user inquiries, guiding them on password resets, account setups, and software usage.
6. Document support interactions and resolutions accurately in the ticketing system.
7. Collaborate with senior analysts and IT team to escalate and resolve complex issues.
8. Maintain and update knowledge base articles and user documentation.
9. Participate in team meetings and training to enhance skills and stay current with technology trends.
10. Assist with IT asset management, including inventory, procurement, and deployment.
11. Contribute to IT projects, ensuring timely completion and adherence to guidelines.

Qualifications

1. Solid understanding of Windows OS, hardware, and productivity software (O365, Active Directory, SharePoint, VPN, remote access).
2. Basic networking knowledge (IP addressing, DNS, DHCP, LAN/WAN).
3. Familiarity with mobile devices (iOS, Android) and MDM solutions.
4. Strong problem-solving and analytical skills.
5. Commitment to continuous improvement and thorough documentation.
6. Excellent communication skills, able to explain technical concepts to non-technical users.
7. Ability to work under pressure, multitask, and prioritize in a fast-paced environment.
8. Proactive attitude towards learning and staying updated on emerging technologies.

Preferred Qualifications

1. Understanding of ITIL framework and incident management.
2. Coursework in computer science or programming.
3. Previous experience in technical support or helpdesk roles.

Join our team and contribute your technical expertise to deliver exceptional IT support. Apply now to become a Service Desk Analyst II.

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