VIP Service Desk Engineer - Hybrid IT & AV Support

AlixPartners GmbH; Chicago (IL); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Disability insurance

401(k)

Tuition reimbursement

Identity theft protection

Mental wellness support

Paid time off

Job summary

AlixPartners is hiring for a senior IT Service Desk/Deskside role in Chicago. You will handle end-user IT queries, triage issues, and log them in ServiceNow while providing hands-on AV support for executive events.

The role includes Level 1–2 problem resolution, asset management, and collaboration with other IT teams. You will support Microsoft 365, Windows 11, Jamf-managed macOS devices, and Intune-managed mobile devices.

Qualifications

• 3+ years in a service desk or deskside role.
• Experience with ServiceNow ITSM including incident, request and problem management.
• Experience supporting Microsoft 365 apps, Windows 11, printers, and networking.
• MacOS support in an enterprise environment (Jamf) is a plus, ITIL awareness helpful.
• Experience with shared queues and meeting SLAs as part of a team.
• Certification in at least one technical product is preferred.

Responsibilities

• Handle IT queries via phone, email, chat, and walk-up; triage and log in ServiceNow.
• Provide hands-on AV support for conferences and client events, including Zoom/Teams Rooms.
• Resolve Level 1–2 issues in person, remotely, or with guided fixes.
• Maintain tickets and knowledge base; analyze trends to prevent repeats.
• Escalate unresolved requests to other IT teams or vendors as needed.
• Support executives/C-suite with discreet, high-urgency support.
• Maintain asset records for PCs, printers, and peripherals; manage mobile devices (MDM).
• Assist in office moves and IT department projects.

Skills

ServiceNow ITSM

Microsoft 365

Windows 11

macOS support

Executive support

ITIL awareness

Vendor coordination

Tools

Jamf

Intune

Job description

AlixPartners is hiring for a senior IT Service Desk/Deskside role in Chicago. You will handle end-user IT queries, triage issues, and log them in ServiceNow while providing hands-on AV support for executive events.

The role includes Level 1–2 problem resolution, asset management, and collaboration with other IT teams. You will support Microsoft 365, Windows 11, Jamf-managed macOS devices, and Intune-managed mobile devices.