Tier 1 Service Desk - Contractor Position

1341 Guggenheim Partners Investment Management Holdings, LLC; Chicago (IL); On-site; USD 81,000 - 99,000; Full time

Job summary

1341 Guggenheim Partners Investment Management Holdings, LLC is seeking a Service Desk – Tier 1 Support Specialist for our Chicago office. You will be the first point of contact for employees facing technical challenges and will troubleshoot Microsoft 365, Dell desktops, and Cisco video conferencing equipment.

You will escalate to Tier 2 or MSP/MSSP when needed, maintain incident records, and help drive proactive IT monitoring.

Qualifications

• Bachelor’s degree.
• 4+ year of experience in a detail-oriented IT support role.
• Hands‑on experience with Microsoft 365 suite, including Outlook, Teams, SharePoint, OneDrive, and Azure.
• Ability to troubleshoot complex issues and take preemptive action.
• Strong communication skills with a focus on providing narratives to executives and end‑users.
• Must have experience managing multiple projects with storytelling and buy‑in.

Responsibilities

• Diagnose and resolve hardware, software, and network issues, including VPN and remote access.
• Escalate unresolved issues to Tier 2 or MSP/MSSP with thorough documentation.
• Monitor incidents and adhere to SLAs using ITSM tools (e.g., ServiceNow).
• Manage user accounts, permissions, MFA, and RBAC provisioning.
• Provide SaaS application support and coordinate upgrades with vendors and internal teams.
• Maintain and improve the knowledge base with solutions and best practices.

Skills

Microsoft 365

IT support

Troubleshooting

Communication

Project management

Education

Bachelor's degree

Tools

ServiceNow

Job description

Position Summary

The Service Desk – Tier 1 Support Specialist is the first point of contact for our employees experiencing technical challenges. Your primary responsibility is to provide exceptional user support, ensuring a positive and productive experience with our technology. You will troubleshoot and resolve technical issues related to Microsoft 365 products, Dell desktops, and Cisco video conferencing equipment, prioritizing rapid response and complete resolution. This role requires excellent communication, problem-solving skills, and a dedication to delivering outstanding customer service. This position requires a strong commitment to achieving technical expertise, exceptional customer service skills, and the ability to work in a high-pressure, fast-paced environment. This is a contract position with the opportunity to go permanent. This role is located in our Chicago office.

Responsibilities

• Technical Troubleshooting & Resolution: Diagnose and resolve hardware, software, and network issues, where possible. Provide troubleshooting for applications and custom systems. Ensure resolution of issues related to desktop, mobile, VPN, and remote access.
• Escalation Management: Escalate unresolved issues to Tier 2 or MSP/MSSP, ensuring smooth handoff and timely follow-up. Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues.
• Incident & Problem Management: Monitor & track incidents using ITSM tools (e.g., ServiceNow) to ensure adherence to SLAs. Conduct root cause analysis for recurring issues and recommend permanent solutions.
• User Access & Security: Manage user accounts, permissions, and access requests across various systems. Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.
• Application & System Support: Provide support for SaaS applications Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements.
• Knowledge Base & Documentation: Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge base. Provide feedback and recommendations to improve existing documentation and training materials.
• Customer Service & Communication: Deliver high-quality customer service, maintaining professionalism and clear communication throughout interactions. Provide status updates to users and internal stakeholders regarding incident progress and resolution times.
• Proactive Monitoring & Maintenance: Support proactive monitoring of critical systems and services to identify potential issues before they impact users. Assist in implementing automated solutions to reduce repetitive incidents.
• Collaboration & Training: Collaborate with cross-functional IT teams (network, infrastructure, cybersecurity) to resolve complex issues.

Qualifications

Basic Qualifications

• Bachelor’s degree.
• 4+ year of experience in a detail-oriented IT support role.
• Hands‑on experience with Microsoft 365 suite, including Outlook, Teams, SharePoint, OneDrive, and Azure.
• Ability to trouble‑shoot complex issues and take preemptive action.
• Strong communication skills with a focus on providing verbal and written narratives on the current and future state of a roll‑out to executives and end‑users.
• Must have demonstrated experience managing multiple projects leveraging storytelling, gaining buy‑in, and translating technical topics to a wider audience.

Preferred Qualifications

• Ability to establish and communicate a vision, solve problems from an elevated level, and be deeply involved in processes, systems and service delivery details.
• Strong interpersonal skills with a collaborative approach to teamwork.
• Ability to prioritize tasks effectively in a fast‑paced setting.
• Willingness to provide occasional after‑hours support and travel domestically.

Salary Range

Annual base salary between -$90,000.00. The base salary range represents the low and high end of the anticipated base salary range for this position. Actual base salaries may vary depending on factors such as location and experience. The range listed reflects base salary only, and the total compensation package may include other components such as incentive compensation.

Company Philosophy

We focus relentlessly on delivering results through innovative solutions. We relish opportunities to solve complex problems through exhaustive approaches. As we conduct our business every day, every member of Guggenheim is expected to uphold our uncompromising standards for integrity and excellence and to be personally accountable for their actions and business results. Our principles entail engaging highly talented people, challenging them to think creatively, and encouraging them to achieve extraordinarily high standards in their fields of expertise. To succeed at Guggenheim, candidates should be a strong fit with our business principles, culture, and value system. We encourage you to review Our Firm page to learn more about how we seek to create value through our diversified businesses.

Equal Opportunity

Guggenheim is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Learn more at GuggenheimInvestments.com, and follow us on LinkedIn.