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Service Desk Analyst Level 1 - Full Time

ALINED Consulting Group, LLC

  • Downers Grove, IL
  • 17 days ago

    Highlights

    Deliver strong customer service while maintaining professionalism on calls; effectively identify root issues and route/escalate requests to the appropriate teams for resolution. 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.

    Numbers & Facts

    LocationDowners Grove, IL

    Description

     
    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

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