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Job Title: Service Desk Analyst I (2nd Shift)

Industry: Information Technology / Technical Support

Location (City, State): Chicago, IL (Remote with preference for local candidates)

Assignment Type: Long-Term Contract

Pay: $20 - 25 / hr

Work Schedule: Monday-Friday, 1:00 PM - 10:00 PM. Rotating weekend coverage approximately every 5 weeks (Saturday 8:00 AM - 5:00 PM and Sunday 11:00 AM - 8:00 PM).

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About The Company:

Our client is a well-established organization supporting a large and diverse user base across multiple locations. Their technology team is committed to delivering exceptional customer support, maintaining reliable systems, and ensuring end users receive timely and effective technical assistance.

Job Description:

We are seeking a customer-focused Service Desk Analyst to join a growing IT support team. This role serves as the first point of contact for end users experiencing technical issues and is responsible for delivering exceptional support through phone, remote, and ticket-based channels.

The ideal candidate enjoys helping people, excels in a fast-paced environment, and possesses strong troubleshooting skills across Microsoft technologies and end-user support functions.

Key Responsibilities:

• Provide first-level technical support to employees and remote users through phone, email, chat, and ticketing systems.
• Troubleshoot and resolve issues related to Microsoft 365, Outlook, Windows operating systems, and end-user applications.
• Assist users with account management tasks including password resets, access requests, mailbox support, and permissions administration.
• Document, prioritize, and track incidents through a ticket management platform while ensuring timely resolution.
• Escalate complex technical issues to appropriate support teams when necessary.
• Support remote connectivity solutions including VPN access and related authentication issues.
• Assist with hardware troubleshooting for laptops, desktops, printers, monitors, headsets, and mobile devices.
• Provide support for virtual meetings, collaboration platforms, and video conferencing technologies.
• Prepare and deploy equipment for new hires, replacements, and technology refresh initiatives.
• Deliver a high level of customer service while maintaining professionalism and responsiveness.
• Contribute to knowledge base documentation and support process improvements.

Qualifications:

• Experience providing phone-based technical support in a help desk or service desk environment.
• Strong knowledge of Microsoft 365 applications and services.
• Experience supporting Microsoft Exchange and Outlook environments.
• Familiarity with Active Directory user administration and account management.
• Experience utilizing ticketing systems such as ServiceNow or similar platforms.
• Working knowledge of Windows operating systems and desktop troubleshooting.
• Excellent verbal communication and customer service skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Experience supporting remote users and troubleshooting connectivity issues preferred.

Additional Details:

• Immediate hiring need with a streamlined interview process.
• Team-oriented environment supporting users across multiple locations.
• Primarily focused on phone-based support and ticket resolution.
• Remote opportunity with preference for candidates located in the Chicago area.
• Background check required prior to employment.
• One interview with leadership followed by a hiring decision.

Perks:

• Long-term contract opportunity with potential for extension.
• Fully remote work environment.
• Collaborative and supportive team culture.
• Exposure to a wide range of end-user technologies and enterprise systems.
• Opportunity to build experience with Microsoft technologies and service desk operations.
• Stable schedule with clearly defined support responsibilities.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.