Service Desk Senior Engineer

AlixPartners; Chicago (IL); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Health & vision benefits

401K plan

Tuition reimbursement

Identity theft protection

Mental wellness support

Job summary

AlixPartners is seeking a Service Desk Senior Engineer in Chicago, IL, to join our IT Service Desk. You will triage and resolve Level 1/2 issues, provide executive support, and deliver high-quality service across in-person and remote channels.

You’ll work in a hybrid model with core hours 9:00 AM–6:00 PM Central, reporting to the Service Desk Lead. Candidates should have 3+ years in service desk roles, ServiceNow ITSM, and strong Microsoft 365 and macOS experience.

Qualifications

• 3+ years in a service desk or deskside support role.
• Experience with ServiceNow ITSM incident, request and problem management.
• Experience with Microsoft 365 apps, Windows 11, printers, and networking.
• Enterprise macOS support, Jamf management, imaging and enrollment.

Responsibilities

• Handle incoming IT queries via phone, email, chat, and walk-up; triage and log in ServiceNow.
• Provide hands-on AV support for conference rooms and events; support Zoom and Teams Rooms.
• Resolve Level 1 and 2 issues in person or remotely; guide users to fix.
• Maintain detailed ticket records and KB articles; identify recurring issues.
• Escalate to other IT teams or vendors for warranty service as needed.
• Serve as a point of contact for executives with high discretion and urgency.
• Maintain accuracy of asset information for PCs, printers, monitors, and peripherals.
• Administer mobile devices and MDM (iOS/iPadOS, Intune).
• Coordinate with third-party vendors for repairs; assist in moves and changes.
• Contribute to IT projects and process improvements.

Skills

ServiceNow ITSM

Microsoft 365

Windows 11

macOS support

Executive support

Customer service

ITIL

JAMF

Tools

Jamf

Job description

At AlixPartners, we solve the most complex and critical challenges by moving quickly from analysis to action when it really matters; creating value that has a lasting impact on companies, their people, and the communities they serve. By understanding, respecting, and honoring the needs of our employees, clients, and communities, AlixPartners actively promotes an inclusive environment. We strongly believe in the value that diversity brings to our experiences and are committed to the perpetual enhancements of initiatives, policies, and practices. We hold ourselves accountable by providing the space for authenticity, growth, and equity for everyone.

AlixPartners has embraced a hybrid work model to provide flexibility and support our employees’ work-life integration. Our hybrid model combines a mix of in-person at an AlixPartners office and remote work.

Location: Chicago, IL

What You’ll Do

In this role on AlixPartners’ Corporate Services Information Technology team, a successful Service Desk Senior Engineer will work on the IT Service Desk to provide a high level of customer service and software/hardware problem resolution. This will be achieved by performing in depth diagnosis and guiding users through step-by-step solutions to ensure a successful outcome when fielding calls from the user base, creating the initial record of the request and resolving all Level One/Level Two end-user problems over the phone or in-person. We seek a highly organized, detail-oriented person who can work independently and manage multiple projects with competing priorities. Clear communication, teamwork and professionalism are key core values that this candidate would need to display.

The Service Desk Senior Engineer is in Chicago, IL, reporting to the Service Desk Lead. Paid relocation is not available. Core working hours are 9:00 AM – 6:00 PM Central, Monday – Friday.

• Handle incoming IT queries from end users via phone, email, chat, and walk-up, triaging and managing the flow of requests. Question users effectively to establish the full scope of the issue and log it accurately in ServiceNow
• Provide hands-on audio-visual support for conference rooms, town halls, board meetings, and client-facing events, both on and off site. This includes setting up, testing, and actively monitoring high-profile meetings; supporting Zoom and Microsoft Teams Rooms, displays, microphones, cameras, and wireless presentation systems; troubleshooting live during sessions; and coordinating with vendors on AV faults and room refreshes
• Resolve Level 1 and Level 2 issues directly — in person, via remote access, or by guiding the user through the fix themselves
• Maintain detailed ticket records and knowledge base articles, using issue history and trend data to identify recurring problems and recommend preventative fixes
• Escalate requests that cannot be resolved by the Service Desk to other IT teams, and contact third-party vendors for warranty service repair as necessary
• Act as a dedicated point of contact for executive and VIP users, including the C-suite and their assistants — providing white-glove, deskside and remote support, proactive device and meeting readiness checks, and discreet handling of sensitive issues with a high sense of urgency
• Maintain and ensure accuracy of all asset information for all PC’s, local/networked printers, monitors and defined peripherals
• Administer mobile devices and MDM, including iOS/iPadOS and Microsoft Intune
• Diagnose and resolve end-user network or local printer problems, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems
• Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Participate and assist in office moves and changes
• Active involvement in the IT department and its projects, providing feedback/ideas as appropriate
• Additional responsibilities as identified; this description is not designed to encompass a comprehensive listing of required activities, duties or responsibilities

What You’ll Bring

• Minimum three (3) years of experience in a similar service desk or deskside support role
• Experience with ServiceNow ITSM — incident, request, and problem management, working queues to SLA, and building or maintaining knowledge base articles
• Experience with Microsoft 365 applications, PC’s, Windows 11, associated software, printers, and networking
• Hands-on experience supporting macOS in an enterprise environment, including Jamf-managed devices, macOS imaging/enrolment, and iOS/iPadOS; beneficial to have worked in an ITIL based environment
• Experience working a shared ticket queue to SLA as part of a larger support team
• Certification in at least one technical product
• Proven track record supporting senior executives / C-suite users in a professional services or similarly demanding environment, with the poise, discretion, and confidentiality that audience requires
• Highly effective customer service and interpersonal skills with the ability to collaborate and influence across teams, functions, and seniority levels, including partnering effectively with senior leaders.
• Excellent organizational skills with experience operating in time-sensitive environment, balancing competing priorities with sound judgment and discretion.
• Comfortable leveraging firm-approved AI tools and technology to support day-to-day work efficiencies, streamline tasks, and enhance productivity.
• Experience identifying and driving process, tool, or system improvements to enhance efficiency, quality, or scalability.
• Excellent written and verbal communication skills in English (other languages useful), with the ability to deliver clear, concise, and executive-ready messaging.
• Ability to work independently and within a team in high pressure situations; willing to learn; adaptable with a “can do” attitude
• Ability to lift 50 pounds
• Occasional travel, less than 5% of time
• Core working hours are 9:00 AM – 6:00 PM Central, Monday – Friday, based in the Chicago office. The Service Desk operates staggered shifts to maintain coverage across U.S. time zones, and this role may be assigned to an earlier or later shift on rotation. Willingness to work outside of normal U.S. business hours for maintenance windows, escalations, and unique project needs is required.
• Ability to work full time in an office and remote environment; physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the workday.
• Must become familiar with, and promote and abide by, our Core Values as defined by the AlixPartners’ Code of Conduct and foster an inclusive environment with people at all levels of an organization.

The firm offers a comprehensive benefits program including health, vision, dental, disability, 401K, tuition reimbursement, identity theft protection, and mental wellness support. Employees will also receive a generous paid leave policy including vacation/personal time starting at 7.34 hours per pay period, sick time up to 80 hours annually, parental leave, and twelve holidays.

The salary range for this role takes into account a number of factors and is between $75,000/annually - $90,000/annually with eligibility for an annual discretionary bonus.

AlixPartners is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. AlixPartners is a proud Gold Level award-winning Veteran Friendly Employer.