Overview:
We are seeking entry-level Service Desk Analysts who are eager to start a career in IT. This is a hands-on, learning-focused role ideal for recent graduates, high school diploma holders or individuals looking to break into the tech field.
Key Responsibilities:
Provide Level 1 technical support for end users
Escalate more complex issues as needed
Learn and adapt quickly in a fast-paced environment
Qualifications:
Strong interest in IT and willingness to learn
Excellent communication and problem-solving skills
Deliver strong customer service while maintaining professionalism on calls; effectively identify root issues and route/escalate requests to the appropriate teams for resolution
Technical experience is a plus, but not required
Expectations:
Answer inbound calls, emails, and tickets to provide first-level technical support
Create, document, and track incidents and service requests in a ticketing system
Troubleshoot basic hardware, software, and login/access issues
Provide timely updates to users and ensure a positive customer experience
Escalate unresolved or complex issues to the appropriate teams
Follow established processes, SLAs, and documentation standards
Reset passwords and manage basic user account requests
Assist with onboarding/offboarding tasks (account setup, equipment coordination)
Maintain accurate records of issues, resolutions, and troubleshooting steps
Prioritize and manage multiple requests in a fast-paced environment
Additional Details:
Fully onsite contract role
Performance will be evaluated 30 days into the contract
Numbers & Facts
Location
Downers Grove, IL
Skills
1st Level Supportunmatched
Analysis Skillsunmatched
Communication Skillsunmatched
Customer Experienceunmatched
Customer Support/Serviceunmatched
Documentation Standardsunmatched
Establish Prioritiesunmatched
Help Deskunmatched
High School Diplomaunmatched
Identify Issuesunmatched
On Site Supportunmatched
Onboardingunmatched
Problem Solving Skillsunmatched
Process Developmentunmatched
Record Keepingunmatched
Service Level Agreement (SLA)unmatched
Technical Supportunmatched
Telephone Skillsunmatched
Time Managementunmatched
User Account Administrationunmatched
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