Tier 1 Service Desk

Position Summary

The Service Desk – Tier 1 Support Specialist is the first point of contact for our employees experiencing technical challenges. Your primary responsibility is to provide exceptional user support, ensuring a positive and productive experience with our technology. You will troubleshoot and resolve technical issues related to Microsoft 365 products, Dell desktops, and Cisco video conferencing equipment, prioritizing rapid response and complete resolution. This role requires excellent communication, problem-solving skills, and a dedication to delivering outstanding customer service. This position requires a strong commitment to achieving technical expertise, exceptional customer service skills, and the ability to work in a high-pressure, fast-paced environment.

This is a contract position with the opportunity to go permanent.

This role is located in our Chicago office.

Responsibilities

Key Responsibilities:

Technical Troubleshooting & Resolution:

• Diagnose and resolve hardware, software, and network issues, where possible.
• Provide troubleshooting for applications and custom systems.
• Ensure resolution of issues related to desktop, mobile, VPN, and remote access.

Escalation Management:

• Escalate unresolved issues to Tier 2 or MSP/MSSP, ensuring smooth handoff and timely follow-up.
• Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues.

Incident & Problem Management:

• Monitor & track incidents using ITSM tools (e.g., ServiceNow) to ensure adherence to SLAs.
• Conduct root cause analysis for recurring issues and recommend permanent solutions.

User Access & Security:

• Manage user accounts, permissions, and access requests across various systems.
• Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.

Application & System Support:

• Provide support for SaaS applications
• Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements.

Knowledge Base & Documentation:

• Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge base.
• Provide feedback and recommendations to improve existing documentation and training materials.
• Customer Service & Communication:
• Deliver high-quality customer service, maintaining professionalism and clear communication throughout interactions.
• Provide status updates to users and internal stakeholders regarding incident progress and resolution times.

Proactive Monitoring & Maintenance:

• Support proactive monitoring of critical systems and services to identify potential issues before they impact users.
• Assist in implementing automated solutions to reduce repetitive incidents.

Collaboration & Training:

• Collaborate with cross-functional IT teams (network, infrastructure, cybersecurity) to resolve complex issues.

Qualifications

Basic Qualifications

• Bachelor’s degree
• 4+  year of experience in a detail-oriented IT support role
• Hands-on experience with Microsoft 365 suite, including Outlook, Teams, SharePoint, OneDrive, and Azure
• Ability to trouble-shoot complex issues and take preemptive action
• Strong communication skills with a focus on providing verbal and written narratives on the current and future-state of a roll-out to executives and end-users
• Must have demonstrated experience managing multiple projects leveraging storytelling, gaining buy-in, and translating technical topics to a wider audience

Preferred Qualifications

• Ability to establish and communicate a vision, solve problems from an elevated level, and be deeply involved in processes, systems and service delivery details
• Strong interpersonal skills with a collaborative approach to teamwork
• Ability to prioritize tasks effectively in a fast-paced setting
• Willingness to provide occasional after-hours support and travel domestically

Salary Range

Annual base salary between

-$90,000.00

The base salary range represents the low and high end of the anticipated base salary range for this position. Actual base salaries may vary depending on factors such as location and experience. The range listed reflects base salary only, and the total compensation package may include other components such as incentive compensation.