Service Desk Specialist II

Wipfli; Naperville (IL); Hybrid; USD 32,000 - 41,000; Full time

Benefits offered by this job

8 health plan options

Dental and vision coverage

HSA enrollment

401(k) with profit share

Flexible time off

Job summary

The Service Desk Specialist II role at Wipfli in Naperville, IL, focuses on delivering high-quality technology support with strong customer satisfaction. You will handle low-to-moderate complexity issues, maintain knowledge of client systems, and help teammates through training and knowledge sharing.

The position offers a flexible work arrangement — 100% in-person or hybrid with at least two days in the Naperville office — and shift hours from 10:00 am to 7:00 pm CT or 9:30 am to 6:30 pm CT.

Qualifications

• 2+ years of service desk experience.
• Strong customer service background and problem-solving skills.
• Experience supporting Windows OS and Microsoft Office products.
• Available to work shift hours 10:00 am–7:00 pm CT or 9:30 am–6:30 pm CT.

Responsibilities

• Provide excellent customer service support to clients for hardware and software issues of low to moderate complexity.
• Resolve issues in accordance with Service Desk procedures.
• Develop and maintain general knowledge of major client systems including support policies and procedures.
• Assist other specialists or support staff through knowledge transfer and training.
• Research and respond to escalated issues and escalate further as applicable.

Skills

Service desk experience

Customer service

Windows OS

Microsoft Office

Hardware troubleshooting

Shift availability

Education

High School Diploma

Associates Degree in Information Technology

Tools

Office 365

Azure

Intune

Job description

Overview

At Wipfli, people count.

At Wipfli, our people are core to everything we do—the catalyst behind our ability to create exceptional impact and extraordinary results.

We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path.

People truly matter and they feel it. For those looking to make a difference and find a professional home, Wipfli offers a career-defining opportunity.

Job Summary

The Service Desk Specialist II provides quality technology support to firm clients with a high degree of customer satisfaction, technical expertise, and timeliness.

The Service Desk Specialist II will work shift hours of 10:00 am – 7:00 pm CT or 9:30 am – 6:30 pm CT. The Specialist II can work 100% in-person or in a hybrid arrangement with a minimum of 2 days/week in person in the Naperville office.

Responsibilities

• Provide excellent customer service support to clients for Wipfli-supported hardware and software issues of low to moderate complexity
• Resolve issues in accordance with Service Desk procedures
• Develop and maintain general knowledge of major client systems including support policies and procedures
• Assist other specialists or support staff through system knowledge transfer and training
• Research and respond to escalated issues and elevate further as applicable

Knowledge, Skills and Abilities

Required Qualifications

• High School Diploma or an equivalent combination of education and experience
• 2+ years of service desk experience
• Strong customer service background and demonstrated problem-solving skills
• Experience supporting computer systems, hardware, and software including Windows Operating System and Microsoft Office products
• Hardware maintenance, troubleshooting, and repair skills
• Available to work shift hours of 10:00 am – 7:00 pm CT or 9:30 am – 6:30 pm CT

Preferred Qualifications

• Associates Degree in Information Technology
• Prior working experience in a managed services, outsourced IT, or consulting environment
• Technical proficiency in relevant operating systems and applications such as Office 365, Azure, Intune, etc.
• Understanding of ITIL concepts
• Familiarity with government controls and regulations relevant to technology environments

#LI-hybrid #LI-CS1

Additional Details

Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identify, veteran status, disability, or any other characteristics protected by federal, state, or local laws.

Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or participate in our recruiting process, please send us an email at [e-mail]

Wipfli values fair, transparent, and competitive compensation, considering each candidate's unique skills and experiences. The estimated base pay range for this role is $23 to $30/hour, with offers typically not made at the maximum, allowing for future compensation increases. The actual hourly rate at the time of offer depends on business related factors like location, skills, experience, training/education, licensure, certifications, business needs, current associate pay, and relevant employment laws.

Individuals may be eligible for an annual discretionary bonus, subject to participation rules and based on a variety of factors including, but not limited to, individual and Firm performance.

Wipfli cares about our associates and offers a variety of benefits to support their well-being.

• 8 health plan options (both HMO & PPO plans)
• dental and vision coverage
• opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program
• firm-sponsored basic life and short and long-term disability coverage
• a 401(k) savings plan & profit share as well as Firm matching contribution
• well-being incentive
• education & certification assistance
• flexible time off
• family care leave
• parental leave
• family formation benefits
• cell phone reimbursement
• travel rewards
• critical illness & accident insurance
• hospital indemnity insurance
• legal
• long-term care
• pet insurance
• ID theft protection
• supplemental life/AD&D

Eligibility for all benefits programs is dependent on annual hours expectation, position status/level and location.

Wipfli offers flexibility for many positions to be performed remotely; please discuss your work preferences with your recruiter during the interview process.

\"Wipfli\" is the brand name under which Wipfli LLP and Wipfli Advisory LLC and its respective subsidiary entities provide professional services. Wipfli LLP and Wipfli Advisory LLC (and its respective subsidiary entities) practice in an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable law, regulations, and professional standards. Wipfli LLP is a licensed independent CPA firm that provides attest services to its clients, and Wipfli Advisory LLC provides tax and business consulting services to its clients. Wipfli Advisory LLC and its subsidiary entities are not licensed CPA firms.