Service Desk Analyst II

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

Job summary

A leading management consulting firm is seeking a Service Desk Analyst II to provide technical support and troubleshooting assistance to end-users. Responsibilities include resolving IT issues, managing user accounts, and collaborating with IT teams. Ideal candidates will have a strong understanding of computer hardware and software, excellent customer service skills, and a passion for continuous improvement.

Benefits

Bonuses

Profit sharing

Other benefits

Qualifications

• Strong understanding of computer hardware and Windows OS.
• Knowledge of basic networking concepts like IP addressing and DNS.
• Ability to explain technical issues to non-technical users.

Responsibilities

• Provide first-level technical support via phone, email, and in-person.
• Troubleshoot hardware and software issues on various devices.
• Document support interactions in the ticketing system.

Skills

Customer service

Problem-solving

Communication

Education

Coursework in computer science or programming

Tools

Office 365

Active Directory

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 committed to helping clients make better decisions, improve performance, and increase shareholder value. The firm advises leading companies across various sectors, including private and public organizations, private equity, and startups. Founded over 35 years ago, L.E.K. employs more than 2,200 professionals worldwide. For more information, visit www.lek.com.

Overview of Function

Are you outgoing and technically skilled? Do you enjoy troubleshooting IT issues, perhaps for family or friends? If yes, we want to hear from you!

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 instructions to resolve basic problems, collaborates well with teammates, manages assigned tasks efficiently, administers 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 resolve hardware and software issues on desktops, laptops, printers, mobile devices, and peripherals.
4. Assist with software installation, configuration, and maintenance of operating systems.
5. Respond to user inquiries, providing guidance on password resets, account setups, and software use.
6. Document support interactions and resolutions in the ticketing system with accuracy.
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 issues.
9. Participate in team meetings and training to enhance skills and stay current with 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. Strong understanding of computer hardware, Windows OS, and productivity software such as Office 365, Active Directory, SharePoint, VPN, and remote access tools.
2. Knowledge of basic networking concepts like IP addressing, DNS, DHCP, LAN/WAN.
3. Familiarity with mobile devices (iOS, Android) and MDM solutions.
4. Excellent problem-solving and analytical skills.
5. Passion for continuous improvement and thorough documentation of problems and solutions.
6. Strong customer service and communication skills, with the ability to explain technical issues to non-technical users.
7. Ability to work under pressure, multitask, and prioritize in a fast-paced environment.
8. Proactive attitude towards learning and staying updated on emerging technologies.

Preferred Qualifications

1. 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 deliver outstanding IT support. Apply now to become a Service Desk Analyst II and make a meaningful impact.

• 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 ranges from $45,000 to $50,000 USD, depending on experience and skills. We also offer bonuses, profit sharing, and other benefits.