Service Desk Analyst III

About the role

Vomela has an on-site Service Desk Analyst Level 3 opportunity in our IT Operations Team out of our Elk Grove Village, IL and Franklin Park, IL locations. We are seeking qualified individuals with 3+ years of Service Desk experience looking to further develop their IT skill set.

Responsibilities

• Receive and handle requests for on-site and remote service, following agreed procedures.
• Log incidents and service requests and maintain relevant records.
• Systematically interpret user problems and identify solutions and possible side effects.
• Use experience to address user problems and interrogate knowledgebase for potential solutions.
• Escalate complex or unresolved incidents.
• Record and track issues from outset to conclusion.
• During change, act systematically to respond to day-to-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
• Respond to common requests for service by providing information to enable fulfillment. Promptly allocate unresolved calls as appropriate.
• Maintain or create records in knowledgebase, inform users about the process, and advise relevant persons of actions taken.
• Assist with employee onboarding and offboarding tasks.
• Other duties and projects as assigned.

Requirements

• Technical knowledge and experience with desktop hardware and operating systems, networking basics, desk and mobile phones, software installation/configuration/troubleshooting.
• Proficiency with ITSM tools and ticketing systems for tracking and managing user support requests.
• Time management skills to multitask and adhere to SLAs.
• Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly.
• Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members.
• Customer service mindset, showing empathy, patience, and professionalism to deliver a positive experience for each user.

Qualifications

• An associate degree in the field of business administration, computer science, or management information systems.
• 3-5 years of related work experience is preferred.
• CompTIA certifications desired (ITF+, Tech+, A+, Network+, Security+).
• Experience working in a team-oriented, collaborative environment.

Skills

Technologies: Microsoft Windows 10/11, macOS, Active Directory/Entra ID, o365, MFA/SSO, iOS/Android, Dell, VPN, RMM, EDM, MDM, TCP/IP, DNS, Chrome, Teams/Zoom, ITSM/ITIL best practices.

Work Environment

• On-site position, business hours 7:00am-3:30pm Central time, rotating after-hours on-call support.
• Travel could be up to 5% (out of town) as needed for remote support.
• The employee sits at a desk and uses a computer for prolonged periods of time.
• Performing the role frequently uses close vision, speech, hearing, and dexterity to operate office equipment.
• The employee must occasionally lift and/or move up to 25 pounds.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short Term & Long-Term Disability
• Training & Development
• Wellness Resources

Pay

Salary Range: $60,000 - $70,000 USD