Service Desk Senior Engineer

We need to output HTML fragment with sections: About the role? The posting includes intro about AlixPartners, then "What You’ll Do" (responsibilities), then "What You’ll Bring" (requirements/qualifications/skills). Also includes location, core working hours, salary range, benefits, etc. Must not repeat job title. Must not include boilerplate like EEO, etc. Must not include application instructions. Must not include duplicated lines. Must include sections only when real content. We need to decide headings: Use

for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We can choose appropriate headings based on content. We have: - Intro about AlixPartners (company description, hybrid model, location). Could be "About the role" or maybe "About the team". The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can use "About the role" for company overview and location. - Responsibilities: "What You’ll Do" list. - Requirements/Qualifications/Skills: "What You’ll Bring" includes experience, technical skills, certifications, etc. Could split into Requirements and Skills, but we can combine into one section "Requirements" or "Qualifications". Since we have multiple, maybe "Requirements" and "Skills". But we need to avoid thin sections. Could combine into "Requirements" covering experience, technical, certifications, etc. Or separate "Qualifications" and "Skills". Let's see content: Minimum three years experience, experience with ServiceNow, Microsoft 365, macOS, Jamf, ITIL, shared ticket queue, certification, supporting execs, customer service skills, organizational skills, leveraging AI tools, process improvements, communication, ability to work independently, lift 50 lbs, occasional travel, core hours, ability to work full time office/remote, must be authorized to work in US, no visa sponsorship. Also benefits and salary. Thus we can have:

About the role

with paragraph about AlixPartners, hybrid model, location Chicago, IL.

Responsibilities

with

• list of duties from "What You’ll Do".

  Requirements

  with
  • list of qualifications from "What You’ll Bring" (experience, technical skills, certifications, etc.) plus maybe "Ability to lift 50 pounds", "Occasional travel", "Core working hours", "Must be authorized to work in US", "No visa sponsorship". Also maybe "Willingness to work outside normal US business hours". Also "Ability to work full time in office and remote environment". Also "Must become familiar with Core Values". But that's maybe boilerplate? It's about core values; could be considered part of requirements but maybe it's generic. Might be okay to include.

    Benefits

    with paragraph about benefits program: health, vision, dental, disability, 401K, tuition reimbursement, identity theft protection, mental wellness support, generous paid leave policy etc.

    Pay

    with paragraph about salary range $75,000 - $90,000 annually plus discretionary bonus.

    Schedule

    with paragraph about core working hours 9:00 AM – 6:00 PM Central, Monday – Friday, staggered shifts, possible earlier/later shift, willingness to work outside normal US business hours for maintenance windows, etc. We must not include headings with filler like "commensurate with experience". We have real content. We must not repeat job title. Not include Job ID. We must not include boilerplate like EEO, equal opportunity, scam warning, etc. Remove those lines. We must not include duplicated lines. Ensure we don't repeat same bullet. We need to preserve all substantive information. Let's extract details. First, About the role: The intro paragraph: "At AlixPartners, we solve the most complex and critical challenges by moving quickly from analysis to action when it really matters; creating value that has a lasting impact on companies, their people, and the communities they serve. By understanding, respecting, and honoring the needs of our employees, clients, and communities, AlixPartners actively promotes an inclusive environment. We strongly believe in the value that diversity brings to our experiences and are committed to the perpetual enhancements of initiatives, policies, and practices. We hold ourselves accountable by providing the space for authenticity, growth, and equity for everyone. AlixPartners has embraced a hybrid work model to provide flexibility and support our employees’ work-life integration. Our hybrid model combines a mix of in-person at an AlixPartners office and remote work. Location: Chicago, IL" We can combine into a paragraph. Responsibilities: list from "What You’ll Do". Let's extract bullet points: - Handle incoming IT queries from end users via phone, email, chat, and walk-up, triaging and managing the flow of requests. - Question users effectively to establish the full scope of the issue and log it accurately in ServiceNow - Provide hands-on audio-visual support for conference rooms, town halls, board meetings, and client-facing events, both on and off site. This includes setting up, testing, and actively monitoring high-profile meetings; supporting Zoom and Microsoft Teams Rooms, displays, microphones, cameras, and wireless presentation systems; troubleshooting live during sessions; and coordinating with vendors on AV faults and room refreshes - Resolve Level 1 and Level 2 issues directly — in person, via remote access, or by guiding the user through the fix themselves - Maintain detailed ticket records and knowledge base articles, using issue history and trend data to identify recurring problems and recommend preventative fixes - Escalate requests that cannot be resolved by the Service Desk to other IT teams, and contact third-party vendors for warranty service repair as necessary - Act as a dedicated point of contact for executive and VIP users, including the C-suite and their assistants — providing white-glove, deskside and remote support, proactive device and meeting readiness checks, and discreet handling of sensitive issues with a high sense of urgency - Maintain and ensure accuracy of all asset information for all PC’s, local/networked printers, monitors and defined peripherals - Administer mobile devices and MDM, including iOS/iPadOS and Microsoft Intune - Diagnose and resolve end-user network or local printer problems, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems - Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements - Participate and assist in office moves and changes - Active involvement in the IT department and its projects, providing feedback/ideas as appropriate - Additional responsibilities as identified; this description is not designed to encompass a comprehensive listing of required activities, duties or responsibilities We should keep all but maybe the last sentence about additional responsibilities is okay. Requirements: from "What You’ll Bring". Let's list: - Minimum three (3) years of experience in a similar service desk or deskside support role - Experience with ServiceNow ITSM — incident, request, and problem management, working queues to SLA, and building or maintaining knowledge base articles - Experience with Microsoft 365 applications, PC’s, Windows 11, associated software, printers, and networking - Hands-on experience supporting macOS in an enterprise environment, including Jamf-managed devices, macOS imaging/enrolment, and iOS/iPadOS; beneficial to have worked in an ITIL based environment - Experience working a shared ticket queue to SLA as part of a larger support team - Certification in at least one technical product - Proven track record supporting senior executives / C-suite users in a professional services or similarly demanding environment, with the poise, discretion, and confidentiality that audience requires - Highly effective customer service and interpersonal skills with the ability to collaborate and influence across teams, functions, and seniority levels, including partnering effectively with senior leaders. - Excellent organizational skills with experience operating in time-sensitive environment, balancing competing priorities with sound judgment and discretion. - Comfortable leveraging firm-approved AI tools and technology to support day-to-day work efficiencies, streamline tasks, and enhance productivity. - Experience identifying and driving process, tool, or system improvements to enhance efficiency, quality, or scalability. - Excellent written and verbal communication skills in English (other languages useful), with the ability to deliver clear, concise, and executive-ready messaging. - Ability to work independently and within a team in high pressure situations; willing to learn; adaptable with a “can do” attitude - Ability to lift 50 pounds - Occasional travel, less than 5% of time - Core working hours are 9:00 AM – 6:00 PM Central, Monday – Friday. (but we already have schedule section) - Willingness to work outside of normal U.S. business hours for maintenance windows, escalations, and unique project needs is required. - Ability to work full time in an office and remote environment; physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the workday. - Must become familiar with, and promote and abide by, our Core Values as defined by the AlixPartners’ Code of Conduct and foster an inclusive environment with people at all levels of an organization. - MUST BE CURRENTLY AUTHORIZED TO WORK IN THE UNITED STATES. NO VISA OR IMMIGRATION SPONSORSHIP FOR THIS ROLE, NOW OR IN THE FUTURE. (e.g., H-1B, STEM OPT, TN, etc.) We should avoid duplicating core working hours (already in schedule). Might still include but could be redundant. Better to not duplicate; we can mention in schedule section only. So we can omit core working hours from requirements. Also "Ability to work full time in an office and remote environment" maybe part of requirements but could be schedule? It's about work arrangement; could be in schedule or requirements. We'll keep in schedule maybe. We need to avoid duplication. Let's decide: Schedule section: core working hours, staggered shifts, willingness to work outside normal US business hours, ability to work full time office/remote, etc. Requirements section: experience, technical skills, certifications, exec support, customer service, organizational skills, AI tools, process improvements, communication, ability to work independently, lift 50 lbs, occasional travel ( and then

    or

    • . For About the role, we can use

      . For Responsibilities,

      • . For Requirements,
        • . For Benefits,

          . For Pay,

          . For Schedule,

          or

          • ? Schedule is prose; we can use

            . Make sure to not include any extra whitespace? It's fine. Let's craft. Check for any boilerplate: We removed EEO lines, Gold Level award, etc. Also removed "Additional responsibilities as identified; this description is not designed to encompass a comprehensive listing of required activities, duties or responsibilities." That's okay to keep as it's part of responsibilities but it's generic; still substantive? It's a disclaimer but we can keep. We must not include "MUST BE CURRENTLY AUTHORIZED TO WORK IN THE UNITED STATES. NO VISA OR IMMIGRATION SPONSORSHIP FOR THIS ROLE, NOW