Service Desk Analyst II

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

Job summary

L.E.K. Consulting is looking for a Service Desk Analyst II to provide technical support and troubleshooting assistance to end-users. This role involves diagnosing hardware/software issues, assisting with configuration, and maintaining support documentation, contributing to enhancing IT service delivery. Ideal candidates will possess strong problem-solving skills and a proactive attitude towards technical challenges.

Benefits

Performance bonuses

Profit sharing

Comprehensive benefits package

Qualifications

• Strong understanding of computer hardware and Windows OS.
• Basic networking concepts knowledge (IP addressing, DNS, DHCP).
• Experience in a technical support or helpdesk environment preferred.

Responsibilities

• Provide first-level technical support through various channels.
• Set up and troubleshoot videoconferencing equipment.
• Document support interactions in the ticketing system.

Skills

Problem-solving

Analytical skills

Customer service

Communication

Education

High School coursework in computer science or programming

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, including private and public sector organizations, private equity firms, and 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 yes, let’s talk!

Our IT Department is seeking a talented and enthusiastic Service Desk Analyst II to join our team. You will provide technical support and troubleshooting assistance to end-users, reporting directly to the Regional Service Desk Team Lead.

The Service Desk Analyst II offers excellent customer service, follows instructions to resolve basic problems, collaborates well with teammates, takes direction, completes assigned projects on time, manages user accounts, and executes basic scripts within their role.

Responsibilities:

1. Provide first-level technical support via phone, email, chat, and in-person to ensure prompt resolution of IT issues.
2. Set up, configure, and troubleshoot videoconferencing equipment, including supporting technical aspects during meetings.
3. Diagnose and troubleshoot hardware and software problems such as desktops, laptops, printers, mobile devices, and peripherals.
4. Assist with 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 all support interactions and resolutions in the ticketing system with accuracy and detail.
7. Collaborate with senior analysts and IT teams to escalate and resolve complex issues.
8. Maintain and update knowledge base articles and user documentation for common technical problems.
9. Participate in team meetings and training to enhance technical skills and stay updated on technology trends.
10. Assist with IT asset management, including inventory tracking, procurement, and equipment deployment.
11. Contribute to IT projects and initiatives, ensuring timely completion and adherence to project guidelines.

Qualifications:

• Solid understanding of computer hardware, Windows OS, and productivity software (O365, Active Directory, SharePoint, VPN, remote access).
• Knowledge of basic networking concepts such as IP addressing, DNS, DHCP, LAN/WAN.
• Familiarity with mobile devices (iOS, Android) and MDM solutions.
• Strong problem-solving and analytical skills for diagnosing and resolving technical issues.
• Passion for continuous improvement, thorough documentation, and creating solutions to prevent future issues.
• Excellent customer service and communication skills, capable of explaining technical concepts to non-technical users.
• Ability to work under pressure, multitask, and prioritize in a fast-paced environment.
• Proactive attitude towards learning and staying updated with emerging technologies.

Preferred Qualifications:

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

Join our team and contribute your technical expertise and problem-solving skills to deliver 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 salary range is $45,000 - $50,000 USD, depending on experience and skill level. We also offer performance bonuses, profit sharing, and other benefits.