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 for their IT Department. The position involves providing technical support to end-users, troubleshooting issues, and collaborating with teams to resolve complex problems. Ideal candidates will demonstrate excellent customer service skills and a proactive attitude towards learning and technology. Previous technical support experience and a solid understanding of IT concepts are preferred.

Benefits

Performance bonuses

Profit sharing

Comprehensive benefits package

Qualifications

• Understanding of computer hardware and Windows OS.
• Knowledge of basic networking concepts (IP addressing, DNS, DHCP).
• Familiarity with mobile devices (iOS, Android) and MDM solutions.

Responsibilities

• Provide first-level technical support via phone, email, and in-person.
• Diagnose and resolve hardware and software problems.
• Assist with IT asset management and documentation.

Skills

Problem-solving

Analytical skills

Customer service

Communication

Education

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 across various sectors, including private and public organizations, private equity, 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? 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 seeks a talented Service Desk Analyst II to join our team. You will provide technical support and troubleshooting assistance to end-users, reporting to the Regional Service Desk Team Lead.

The Service Desk Analyst II offers excellent customer service, follows written instructions to resolve basic issues, collaborates well with teammates, takes direction effectively, 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, ensuring prompt resolution of IT issues.
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 the installation, configuration, and maintenance of software applications and operating systems.
5. Respond to user inquiries, offering guidance on password resets, account setups, and software usage.
6. Document all 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 for common technical problems.
9. Participate in team meetings and training to enhance technical skills and stay current with 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

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

Preferred Qualifications

1. Understanding of ITIL framework and incident management processes.
2. Coursework in computer science or programming at high school or college level.
3. Previous experience in technical support or helpdesk environments.

Join our team and contribute to delivering excellent 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 base salary ranges from $45,000 to $50,000 USD, depending on experience and skills. The role also offers performance bonuses, profit sharing, and other benefits.