ServiceDesk Analyst

Isuitellc; Granite City (IL); On-site; USD 52,000 - 59,000; Full time

Benefits offered by this job

Employee Stock Ownership Program

Health Insurance

401(k) with contributions

Paid Time Off

Tuition Reimbursement Program

Job summary

Isuitellc in Granite City, IL, seeks a ServiceDesk Analyst to provide technical assistance and support for hardware and software issues. Ideal candidates will have over a year of experience and strong communication skills.

This position involves responding to support requests, maintaining accurate documentation, and implementing best practices to ensure customer satisfaction. Benefits include a competitive salary, health insurance, and stock ownership opportunities.

Qualifications

• 1+ year in a help desk, service desk, or technical support role.
• Working knowledge of Windows, Microsoft 365, and Active Directory.
• Experience with ITSM platforms preferred.

Responsibilities

• Respond to support requests via phone, email, and chat.
• Diagnose Tier 1 and Tier 2 hardware, software, and network issues.
• Document interactions and resolutions in the ticketing system.

Skills

Customer service orientation

Technical troubleshooting

Attention to detail

Time management

Education

Associate's degree in IT or related field

Tools

Windows

Microsoft 365

Active Directory

ITSM platforms (Halo PSA, ConnectWise, ServiceNow)

Job description

Information Technology Opportunity: ServiceDesk Analyst

iSuite L.L.C. is seeking a qualified professional to join our Information Technology team. iSuite is a business support services organization formed in 2023, providing business development, estimating, safety, accounting, human resources, information technology, marketing, and training services to clients within the Architecture, Engineering, Construction (A/E/C) industry.

We are currently looking for a ServiceDesk Analyst to join our Information Technology team located at our headquarters in Granite City, IL. Our ideal candidate is someone who has 1+ year of experience and can serve as the first point of contact for end users seeking technical assistance, providing timely and effective resolution of hardware, software, and network issues. This role focuses on delivering high-quality customer service, accurate ticket documentation, and consistent adherence to service desk processes and SLAs.

Primary Responsibilities

• Respond to incoming support requests via phone, email, ticketing system, and chat.
• Diagnose and resolve Tier 1 and Tier 2 hardware, software, and network issues.
• Accurately document all interactions, troubleshooting steps, and resolutions in the ticketing system.
• Escalate unresolved or complex issues to the ServiceDesk Lead or appropriate teams in a timely manner.
• Assist with user account management in Active Directory, Microsoft 365, and other business applications.
• Support onboarding and offboarding tasks, including account provisioning, hardware setup, and access reviews.
• Image, deploy, and maintain workstations, peripherals, and mobile devices.
• Follow established procedures to ensure SLA compliance and a high level of customer satisfaction.
• Contribute to the knowledge base by creating and updating articles based on recurring issues.
• Identify trends in support requests and recommend improvements to processes or end‑user training.

Primary Qualifications

• Associate's degree in IT or related field, or equivalent hands‑on experience.
• 1+ year in a help desk, service desk, or technical support role.
• Working knowledge of Windows, Microsoft 365, Active Directory, and common business applications.
• Experience with ITSM platforms (Halo PSA, ConnectWise, ServiceNow).
• Strong customer service orientation, clear written and verbal communication, attention to detail, ability to manage multiple priorities, and a willingness to learn.
• Certifications – A+, Network+, AZ‑900, or ITIL Foundation are a plus.

Compensation and Benefits

• Salary Range: $52,000 – $59,000.
• Employee Stock Ownership Program.
• Experience based salary.
• Discretionary Annual Bonus.
• Health Insurance.
• Vision Insurance.
• 401(k) with discretionary company contributions.
• Paid Time Off (Vacation; Sick Time).
• Paid Company Holidays.
• Tuition Reimbursement Program.
• Employee Assistance Program.

Diversity

Our commitment to diversity and inclusion starts with us. The IMI companies strive to build a team that is truly reflective of the communities we serve in every level of our business. We know that when diverse minds and perspectives come together, the possibilities are limitless.

Equal Employment Opportunity

In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non‑job‑related disability, or any other protected group status.