Service Desk Analyst

Sargent & Lundy•Chicago, IL

4d•Hybrid

About The Position

Sargent & Lundy is seeking an experienced Service Desk Analyst to join our IT team. In this role, you will provide responsive, solutions-focused support to end users while coordinating the intake, documentation, prioritization, troubleshooting, and escalation of technology incidents and service requests. This is an excellent opportunity for a customer-focused IT professional who enjoys solving problems, working in a fast-paced environment, and helping employees get the most from their technology. This is a hybrid position, with the requirement of 3 days working in our downtown Chicago office, and 2 days working remotely.

Requirements

An Associate's degree, or completion of at least two years of college-level coursework is required.
A minimum of two years of experience in a customer-service and information-technology environment is required.
Strong technical aptitude with hardware, software, and peripheral devices.
Demonstrated troubleshooting skills and the ability to work through problems methodically.
Strong analytical and problem-solving abilities, with the capacity to resolve complex issues independently and efficiently.
Experience working with ITSM or service-management tools.
Experience using remote-support tools.
The ability to work independently and effectively in a high-volume service desk environment.
Strong communication and customer-service skills.

Nice To Haves

CompTIA A+ certification.
Experience with AI, automation, programming, or similar technologies is valued where relevant but is not required unless specifically identified elsewhere in the job description.

Responsibilities

Providing first-level technical support to end users by phone, remotely, and to walk-in users.
Managing approximately 30–40 support calls per day while maintaining a positive, professional customer experience.
Answering, documenting, and tracking incidents and service requests in the appropriate ITSM or ticketing system.
Asking effective diagnostic questions to understand issues, identify root causes, and determine appropriate next steps.
Assessing impact, urgency, and severity to assign the correct priority.
Troubleshooting and resolving hardware, software, peripheral, and enterprise service issues whenever possible.
Routing or escalating tickets to the appropriate resolver group based on the information gathered.
Providing clear status updates and following up with customers to confirm satisfactory resolution.
Maintaining accurate ticket notes and following established support and escalation procedures.
Performing additional duties as needed to support team and business objectives.