Service Desk Analyst II

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

Job summary

L.E.K. Consulting is seeking an outgoing and technically capable individual for the role of Service Desk Analyst II in their IT Department. This position focuses on delivering exceptional technical support to end-users, managing various IT issues efficiently while ensuring customer satisfaction. Ideal candidates will possess a solid background in IT support, demonstrating strong problem-solving and communication skills in a dynamic environment.

Benefits

Performance bonuses

Profit sharing

Health benefits

Qualifications

• Understanding of computer hardware and networking concepts.
• Ability to work under pressure and multitask effectively.
• Proactive attitude towards learning and technology.

Responsibilities

• Provide first-level support via phone, email, chat, and in person.
• Diagnose and resolve hardware and software problems.
• Document support interactions accurately in the ticketing system.

Skills

Problem-solving

Customer service

Communication

Education

Coursework in computer science or programming

Tools

Windows OS

Office 365

Active Directory

SharePoint

VPN and remote access tools

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 companies across industries, including private and public sector organizations, private equity firms, and entrepreneurial startups. 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? Interested in working in IT support? If so, let's talk!

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

The Service Desk Analyst II offers 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 meetings.
3. Diagnose and resolve hardware and software problems on desktops, laptops, printers, mobile devices, and peripherals.
4. Assist in installing, configuring, and maintaining software applications and operating systems.
5. Respond to user inquiries, providing guidance 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 teams 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 updated on technology trends.
10. Assist with IT asset management, including inventory tracking, procurement, and deployment.
11. Contribute to IT projects, ensuring timely completion and adherence to guidelines.

Qualifications:

1. Understanding of computer hardware, Windows OS, and productivity software such as Office 365, Active Directory, SharePoint, VPN, and remote access tools.
2. Knowledge of networking concepts like IP addressing, DNS, DHCP, LAN/WAN.
3. Familiarity with mobile devices (iOS, Android) and MDM solutions.
4. Strong problem-solving skills to diagnose and resolve technical issues efficiently.
5. Ability to document problems thoroughly and develop solutions to prevent recurrence.
6. Excellent customer service and communication skills, with the ability to explain technical concepts clearly.
7. Ability to work under pressure, multitask, and prioritize effectively in a fast-paced environment.
8. Proactive attitude towards learning and staying current with emerging technologies.

Preferred Qualifications:

1. Basic understanding of ITIL framework and incident management processes.
2. Coursework in computer science or programming.
3. Previous experience in a technical support or helpdesk environment.

Join our team and contribute your technical expertise to delivering excellent IT support. Apply now to become Service Desk Analyst II.

• Applicants must be 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.