Service Desk Analyst
Core
L2 escalation technician providing hands-on deskside support, device troubleshooting, and onboarding/offboarding for employees across Chicago and New York locations.
Role type
Senior IC service desk analyst (L2)
Builds
Stable hardware/software environments for end users, including executives and VIPs
Domain
IT Service Management / End User Computing
Required skills
Windows and macOS device support, L2 troubleshooting, ServiceNow, Microsoft 365, Intune, Entra ID, AV/conference room tech
Preferred skills
DEX platforms (Nexthink), CompTIA A+/Network+, multi-site organization support
Technologies
ServiceNow, Microsoft 365, Intune, Entra ID, Nexthink
Responsibilities
Resolve escalated L1 tickets for hardware/software issues, prepare and configure devices for new hires, staff walk-up Tech Bar, support executive setups and events, monitor device health proactively, document resolutions in ServiceNow
Seniority
Mid-level, hands-on IC