Sr. IT Help Desk Analyst

Knowles Corporation; Itasca (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Knowles Corporation is seeking a Senior Helpdesk Analyst to provide advanced end-user support and drive service quality across endpoint, Microsoft 365, account administration, and workplace technology. You will mentor junior staff, manage incidents, and coordinate with IT teams in a fast-paced enterprise environment.

The role emphasizes escalation, root-cause analysis, proactive improvements, and strong customer communication in a demanding IT setting.

Qualifications

• 6–8 years of experience in IT helpdesk, desktop support, or service desk roles in an enterprise environment.
• Strong experience supporting Windows devices, Microsoft 365, Outlook, Teams, printers, VPN, remote support tools, and user account administration.
• Hands-on experience with Active Directory, ticketing systems, hardware troubleshooting, software deployment, and endpoint support processes.
• Proven ability to diagnose and resolve complex technical issues while managing multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills with a customer-first mindset.
• Experience mentoring junior team members and working collaboratively across IT teams.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent practical experience will be considered.
• Must be a US citizen

Responsibilities

• Deliver high-level technical support for C-Suite Executives, including troubleshooting, technology assistance and effective & clear communication throughout issue resolution.
• Provide technical support for hardware, software, operating systems, and network-related issues.
• Troubleshoot and resolve complex incidents involving Microsoft 365, Outlook, Teams, VPN, printers, remote access, and line-of-business applications.
• Manage user accounts, permissions, group memberships, and access requests in Active Directory and related systems.
• Support onboarding, offboarding, workstation provisioning, software installations, device replacements, and user setup activities.
• Own incidents through resolution, ensuring timely follow-up, strong customer communication, and accurate ticket updates.
• Act as a senior escalation point for unresolved service desk issues and recurring technical problems.
• Perform root cause analysis for common incidents and recommend long-term fixes to improve service stability.
• Coordinate with infrastructure, security, networking, and application teams to resolve cross-functional technical issues.
• Identify trends in support tickets and recommend improvements to reduce repeat incidents and improve end-user experience.
• Support desktop, laptop, mobile device, and peripheral lifecycle management including deployment, maintenance, upgrades, and retirement.
• Assist with endpoint configuration, patching, encryption compliance, and standard software deployment processes.
• Maintain and troubleshoot workplace technologies including conference room equipment, collaboration tools, and printing solutions.
• Mentor junior helpdesk technicians by sharing technical knowledge, troubleshooting approaches, and customer service best practices.
• Contribute to knowledge base articles, standard operating procedures, and user support documentation.
• Help enforce service desk processes, ticket quality standards, and SLA-focused support practices.
• Participate in IT projects, refresh initiatives, rollouts, and continuous improvement efforts.
• Support security-related tasks such as access reviews, endpoint protection checks, phishing escalation, and policy-aligned troubleshooting.
• Escalate suspicious activity and assist with remediation steps in coordination with senior IT or security teams.

Skills

Customer service

Communication

Mentoring

Endpoint support

Active Directory

Microsoft 365

Education

Associate degree

Bachelor's degree

Tools

Intune

SCCM

ServiceNow

Job description

Summary Description

We are looking for an experienced and customer-focused Senior Helpdesk Analyst with 6–8 years of hands‑on IT support experience to join our IT Department. The successful candidate will provide advanced end‑user support, resolve complex desktop and application issues, mentor junior support staff, and help drive service quality across endpoint, Microsoft 365, account administration, and workplace technology support.

Key Responsibilities

• Advanced Helpdesk Support:
  • Deliver high‑level technical support for C‑Suite Executives, including troubleshooting, technology assistance and effective & clear communication throughout issue resolution.
  • Provide technical support for hardware, software, operating systems, and network‑related issues.
  • Troubleshoot and resolve complex incidents involving Microsoft 365, Outlook, Teams, VPN, printers, remote access, and line‑of‑business applications.
  • Manage user accounts, permissions, group memberships, and access requests in Active Directory and related systems.
  • Support onboarding, offboarding, workstation provisioning, software installations, device replacements, and user setup activities.
  • Own incidents through resolution, ensuring timely follow‑up, strong customer communication, and accurate ticket updates.
• Escalation & Problem Resolution:
  • Act as a senior escalation point for unresolved service desk issues and recurring technical problems.
  • Perform root cause analysis for common incidents and recommend long‑term fixes to improve service stability.
  • Coordinate with infrastructure, security, networking, and application teams to resolve cross‑functional technical issues.
  • Identify trends in support tickets and recommend improvements to reduce repeat incidents and improve end‑user experience.
• Endpoint & Workplace Technology Support:
  • Support desktop, laptop, mobile device, and peripheral lifecycle management including deployment, maintenance, upgrades, and retirement.
  • Assist with endpoint configuration, patching, encryption compliance, and standard software deployment processes.
  • Maintain and troubleshoot workplace technologies including conference room equipment, collaboration tools, and printing solutions.
• Service Excellence & Team Collaboration:
  • Mentor junior helpdesk technicians by sharing technical knowledge, troubleshooting approaches, and customer service best practices.
  • Contribute to knowledge base articles, standard operating procedures, and user support documentation.
  • Help enforce service desk processes, ticket quality standards, and SLA‑focused support practices.
  • Participate in IT projects, refresh initiatives, rollouts, and continuous improvement efforts.
• Security & Compliance Support:
  • Support security‑related tasks such as access reviews, endpoint protection checks, phishing escalation, and policy‑aligned troubleshooting.
  • Escalate suspicious activity and assist with remediation steps in coordination with senior IT or security teams.

Qualifications

• 6–8 years of experience in IT helpdesk, desktop support, or service desk roles in an enterprise environment.
• Strong experience supporting Windows devices, Microsoft 365, Outlook, Teams, printers, VPN, remote support tools, and user account administration.
• Hands‑on experience with Active Directory, ticketing systems, hardware troubleshooting, software deployment, and endpoint support processes.
• Proven ability to diagnose and resolve complex technical issues while managing multiple priorities in a fast‑paced environment.
• Excellent verbal and written communication skills with a customer‑first mindset is a must.
• Experience mentoring junior team members and working collaboratively across IT teams.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent practical experience will be considered.
• Must be a US citizen

Preferred Skills (Not Required)

• Experience with endpoint management tools such as Microsoft Intune, SCCM, or similar platforms.
• Familiarity with ServiceNow or other enterprise IT service management tools.
• Working knowledge of basic networking, cybersecurity tools, and endpoint protection platforms.
• Experience with scripting or automation tools such as PowerShell to streamline support tasks

EEO‑M/F/D/V

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