Service Desk Analyst II

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

Job summary

L.E.K. Consulting seeks a Service Desk Analyst II to provide technical support and troubleshooting assistance. The role involves first-level IT support, issue diagnosis, and collaborating with the IT team to enhance service delivery. Candidates should have strong technical and customer service skills, and the firm offers competitive pay and benefits.

Benefits

Performance bonuses

Profit sharing

Healthcare benefits

Qualifications

• Strong understanding of computer hardware, Windows OS, Office 365, Active Directory, SharePoint.
• Basic networking knowledge including IP addressing, DNS, DHCP.
• Excellent problem-solving and analytical skills.

Responsibilities

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

Skills

Technical Support

Problem-Solving

Customer Service

Communication

Networking Knowledge

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 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 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 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 written instructions to resolve basic problems, collaborates well with teammates, takes direction effectively, and manages assigned project tasks on time. You will also administer user accounts and execute basic scripts within your role.

Responsibilities:

• Provide first-level technical support via phone, email, chat, and in person, ensuring prompt resolution of IT issues.
• Set up, configure, and troubleshoot videoconferencing equipment, including supporting technical aspects during meetings.
• Diagnose and troubleshoot hardware and software problems on desktops, laptops, printers, mobile devices, and peripherals.
• Assist with the installation, configuration, and maintenance of software applications and operating systems.
• Respond to user inquiries and provide guidance on password resets, account setups, and software usage.
• Document all support interactions and resolutions in the ticketing system with accurate records.
• Collaborate with senior analysts and IT teams to escalate and resolve complex issues.
• Maintain and update knowledge base articles and user documentation for common technical problems and solutions.
• Participate in team meetings and training sessions to enhance technical skills and stay updated on technology trends.
• Assist with IT asset management, including inventory tracking, procurement, and equipment deployment.
• Contribute to IT projects and initiatives, ensuring timely completion and adherence to project guidelines.

Qualifications:

• Strong understanding of computer hardware, Windows OS, and productivity software such as Office 365, Active Directory, SharePoint, VPN, and remote access tools.
• Basic networking knowledge, including IP addressing, DNS, DHCP, and LAN/WAN concepts.
• Familiarity with mobile devices (iOS, Android) and mobile device management solutions.
• Excellent problem-solving and analytical skills to diagnose and resolve technical issues efficiently.
• Passion for continuous improvement, with the ability to document problems thoroughly and develop solutions to prevent recurrence.
• Excellent customer service and communication skills, capable of explaining technical concepts to non-technical users.
• Ability to work well under pressure, multitask, and prioritize tasks in a fast-paced environment.
• Proactive attitude towards learning and staying current with emerging technologies and industry best practices.

Preferred Qualifications:

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

Join our team and be part of a collaborative environment where your technical skills and problem-solving abilities will make a significant impact. Apply now to become a Service Desk Analyst II and help us deliver excellent IT support.

• 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.