Service Desk Analyst II

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

Job summary

L.E.K. Consulting is seeking a Service Desk Analyst II to provide technical support and troubleshoot IT issues. This role involves first-level assistance for end-users, requiring strong customer service skills and a solid understanding of IT concepts. Join a collaborative environment dedicated to delivering excellent IT support.

Benefits

Performance bonus

Profit sharing

Qualifications

• Solid understanding of computer hardware and operating systems (Windows).
• Knowledge of basic networking concepts such as IP addressing, DNS, and DHCP.
• Excellent customer service and communication skills.

Responsibilities

• Provide first-level technical support to end-users via multiple channels.
• Diagnose and troubleshoot hardware and software problems.
• Document all support interactions and resolutions in the ticketing system.

Skills

Customer service

Problem-solving

Analytical skills

Education

Coursework in computer science/programming

Tools

O365

Active Directory

SharePoint

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 uncompromising in our approach to helping clients consistently make better decisions, deliver improved 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 more than 35 years ago, L.E.K. employs more than 2,200 professionals across the Americas, Asia-Pacific and Europe. For more information, go to www.lek.com .

OverviewofFunction:

Are you outgoing and consider yourself technically capable? Have you ever wanted to work for GeekSquad or the GeniusBar? Do you troubleshoot your parents’ IT issues? If this sounds like you, let’s talk!

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

The Service Desk Analyst II provides excellent customer service one on one, follows written instructions to resolve basic problems, is respected and works well with teammates, takes direction well, executes assigned project tasks on time, administrates 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 their IT-related issues
• Setup,configure,andtroubleshootvideoconferencingequipment,includinginmeetingsupportoftechnicalaspects
• Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, mobile devices, and other peripherals
• Assistwiththeinstallation,configuration,andmaintenanceofsoftwareapplicationsandoperatingsystems
• Respond to user inquiries and provide guidance on technology-related matters, such as password resets, account setups, and software usage
• Documentallsupportinteractionsandresolutionsintheticketingsystem,ensuringaccurateanddetailedrecords
• CollaboratewithsenioranalystsandITteamstoescalateandresolvecomplexissues
• Maintainandupdateknowledgebasearticlesanduserdocumentationforcommontechnicalproblemsandsolutions
• Participateinteammeetingsandtrainingsessionstoenhancetechnicalskillsandstayuptodatewiththelatesttechnologytrends
• AssistwithITassetmanagement,includinginventorytracking,procurement,andequipmentdeployments
• ContributetoITprojectsandinitiativesasassigned,ensuringtimelycompletionoftasksandadherencetoprojectguidelines

Qualifications:

• Solid understanding of computer hardware, operating systems (Windows), and productivity software (O365, Active Directory, SharePoint, VPN, and remote access clients)
• Knowledgeofbasicnetworkingconcepts,suchasIPaddressing,DNS,DHCP,andLAN/WAN
• Familiaritywithmobiledevices(iOS,Android)andmobiledevicemanagement(MDM)solutions
• Strongproblem-solvingandanalyticalskillstodiagnoseandresolvetechnicalissuesefficiently
• Passionforcontinuousimprovement;abilitytodocumentaproblemthoroughlyandcreatesolutionstoavoidtheprobleminthefuture
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users effectively
• Abilitytoworkwellunderpressure,multitask,andprioritizeworkloadinafast-pacedenvironment
• Proactiveattitudetowardslearningandstayingupdatedwithemergingtechnologiesandindustrybestpractices

PreferredQualifications:

• BasicunderstandingofITILframeworkandincidentmanagementprocesses
• Courseworkincomputerscience/programmingeitherinhighschoolorcollege
• Previousexperienceinatechnicalsupportroleorhelpdesk/servicedeskenvironment

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

• ApplicantsmustbecurrentlyauthorizedtoworkintheUnitedStatesonafull-timebasis
• L.E.K.ConsultingisanEqualOpportunityEmployer
• L.E.K.ConsultinghasahybridworkmodelinplaceforourU.S.offices.
• In Illinois, the base salary is between $45,000 - $50,000 (USD); placement within this range will vary based on experience and skill level. L.E.K. also offers a performance bonus, profit sharing and other benefits.