Service Desk Analyst

Hybrid Role – Chicago, IL. Visa sponsorship and C2C are not offered for this position.

About the role

RL Canning is seeking an experienced Service Desk Analyst (2nd Shift) to join our IT team. This role is responsible for coordinating, processing, and resolving incidents and requests related to supporting technology products, infrastructure, business processes, and enterprise services via phone and remote support. The US base hourly range for this full-time position is $20.00 to $23.00 per hour W2. The hourly wage offered within this range will be influenced by factors such as work location, job-related skills, experience, and relevant education or training.

Responsibilities

• Provide end-users with phone support, in addition to walk-in end-users' first-level support.
• Expect to take about 30 – 40 calls daily.
• Answer and log calls, documenting tickets with proper notes through client ticketing systems.
• Evaluate the severity of the customer’s issue or request.
• Attempt to solve problems over the phone whenever possible and practical.
• Assign calls to appropriate individual(s) or queue based on information gathered.
• Follow up with the customer to confirm that issues have been resolved satisfactorily or communicate what action(s) have been taken to resolve.
• Escalate tickets to the correct resolver group and evaluate severity to determine priority.
• Perform other tasks as necessary to support and achieve business objectives.

Requirements

• Strong technical aptitude in hardware, software (Windows and MAC), and peripherals.
• Must be able to work 2nd shift onsite/hybrid.
• Strong ability to analyze and resolve complex problems independently and quickly, and function in a fast-paced environment.
• Experience with ServiceNow or FreshService ITSM tools.
• Experience utilizing remote tools.
• Ability to work within a high-pressure environment with high call volume.
• Ability to change and update Knowledge Base Articles.
• Associate degree or 2 years of college-level courses.
• Minimum of 2 years’ work experience in a Customer Service and/or Information Technology environment.
• CompTIA A+ Certification (preferred).
• Willingness to travel as needed to support client projects and corporate responsibilities.

Benefits

• Comprehensive health insurance (medical, dental, vision).
• Short-Term Disability Insurance.
• Accidental Death & Dismemberment (AD&D) and Life Insurance.
• 401(k) retirement savings plan with employer matching.
• Paid Time Off.
• Paid Holidays.

Pay

$20.00 to $23.00 per hour W2.

Why Join Us

• Cutting-Edge Innovation & Technology: Work with the latest technologies, contribute to ground-breaking projects, and stay at the forefront of advancements in the IT industry.
• Professional and Personal Growth: Access tools, resources, and support to enhance skills and unlock new opportunities for advancement.
• Collaborative & Inclusive Culture: Be part of a team where collaboration drives success, diverse perspectives are celebrated, and innovation flourishes.
• Empowering Work Environment: Experience a sense of purpose where your ideas are heard, contributions are recognized, and your work drives meaningful results.