Service Desk Senior Engineer

AlixPartners•Chicago, IL

10d•Hybrid

About The Position

In this role on AlixPartners’ Corporate Services Information Technology team, a successful Service Desk Senior Engineer will work on the IT Service Desk to provide a high level of customer service and software/hardware problem resolution. This will be achieved by performing in depth diagnosis and guiding users through step-by-step solutions to ensure a successful outcome when fielding calls from the user base, creating the initial record of the request and resolving all Level One/Level Two end-user problems over the phone or in-person. We seek a highly organized, detail-oriented person who can work independently and manage multiple projects with competing priorities. Clear communication, teamwork and professionalism are key core values that this candidate would need to display. The Service Desk Senior Engineer is in Chicago, IL, reporting to the Service Desk Lead. Paid relocation is not available. Core working hours are 9:00 AM – 6:00 PM Central, Monday – Friday.

Requirements

Minimum three (3) years of experience in a similar service desk or deskside support role
Experience with ServiceNow ITSM — incident, request, and problem management, working queues to SLA, and building or maintaining knowledge base articles
Experience with Microsoft 365 applications, PC’s, Windows 11, associated software, printers, and networking
Hands-on experience supporting macOS in an enterprise environment, including Jamf-managed devices, macOS imaging/enrolment, and iOS/iPadOS; beneficial to have worked in an ITIL based environment
Experience working a shared ticket queue to SLA as part of a larger support team
Certification in at least one technical product
Proven track record supporting senior executives / C-suite users in a professional services or similarly demanding environment, with the poise, discretion, and confidentiality that audience requires
Highly effective customer service and interpersonal skills with the ability to collaborate and influence across teams, functions, and seniority levels, including partnering effectively with senior leaders.
Excellent organizational skills with experience operating in time-sensitive environment, balancing competing priorities with sound judgment and discretion.
Comfortable leveraging firm-approved AI tools and technology to support day-to-day work efficiencies, streamline tasks, and enhance productivity.
Experience identifying and driving process, tool, or system improvements to enhance efficiency, quality, or scalability.
Excellent written and verbal communication skills in English (other languages useful), with the ability to deliver clear, concise, and executive-ready messaging.
Ability to work independently and within a team in high pressure situations; willing to learn; adaptable with a “can do” attitude
Ability to lift 50 pounds
Occasional travel, less than 5% of time
Core working hours are 9:00 AM – 6:00 PM Central, Monday – Friday, based in the Chicago office. The Service Desk operates staggered shifts to maintain coverage across U.S. time zones, and this role may be assigned to an earlier or later shift on rotation.
Willingness to work outside of normal U.S. business hours for maintenance windows, escalations, and unique project needs is required.
Ability to work full time in an office and remote environment; physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the workday.
Must become familiar with, and promote and abide by, our Core Values as defined by the AlixPartners’ Code of Conduct and foster an inclusive environment with people at all levels of an organization.
MUST BE CURRENTLY AUTHORIZED TO WORK IN THE UNITED STATES. NO VISA OR IMMIGRATION SPONSORSHIP FOR THIS ROLE, NOW OR IN THE FUTURE. (e.g., H-1B, STEM OPT, TN, etc.)

Nice To Haves

macOS imaging/enrolment, and iOS/iPadOS; beneficial to have worked in an ITIL based environment

Responsibilities

Handle incoming IT queries from end users via phone, email, chat, and walk-up, triaging and managing the flow of requests.
Question users effectively to establish the full scope of the issue and log it accurately in ServiceNow
Provide hands-on audio-visual support for conference rooms, town halls, board meetings, and client-facing events, both on and off site. This includes setting up, testing, and actively monitoring high-profile meetings; supporting Zoom and Microsoft Teams Rooms, displays, microphones, cameras, and wireless presentation systems; troubleshooting live during sessions; and coordinating with vendors on AV faults and room refreshes
Resolve Level 1 and Level 2 issues directly — in person, via remote access, or by guiding the user through the fix themselves
Maintain detailed ticket records and knowledge base articles, using issue history and trend data to identify recurring problems and recommend preventative fixes
Escalate requests that cannot be resolved by the Service Desk to other IT teams, and contact third-party vendors for warranty service repair as necessary
Act as a dedicated point of contact for executive and VIP users, including the C-suite and their assistants — providing white-glove, deskside and remote support, proactive device and meeting readiness checks, and discreet handling of sensitive issues with a high sense of urgency
Maintain and ensure accuracy of all asset information for all PC’s, local/networked printers, monitors and defined peripherals
Administer mobile devices and MDM, including iOS/iPadOS and Microsoft Intune
Diagnose and resolve end-user network or local printer problems, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems
Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements
Participate and assist in office moves and changes
Active involvement in the IT department and its projects, providing feedback/ideas as appropriate
Additional responsibilities as identified; this description is not designed to encompass a comprehensive listing of required activities, duties or responsibilities

Benefits

health
vision
dental
disability
401K
tuition reimbursement
identity theft protection
mental wellness support
generous paid leave policy including vacation/personal time starting at 7.34 hours per pay period
sick time up to 80 hours annually
parental leave
twelve holidays