Tier 1 Service Desk - Contractor Position
About The Position
The Service Desk – Tier 1 Support Specialist is the first point of contact for employees experiencing technical challenges. The role provides user support and troubleshoots issues involving Microsoft 365 products, Dell desktops, and Cisco video conferencing equipment, with an emphasis on rapid response and complete resolution. The position calls for strong communication and problem-solving skills, excellent customer service, and the ability to work in a high-pressure, fast-paced environment while developing technical expertise. This is a contract position with the opportunity to become permanent, located in the Chicago office.
Requirements
- Bachelor’s degree.
- At least 4 years of experience in a detail-oriented IT support role.
- Hands-on experience with Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and Azure.
- Ability to troubleshoot complex issues and take preemptive action.
- Strong verbal and written communication skills, including the ability to explain current and future states of rollouts to executives and end users.
- Demonstrated experience managing multiple projects, gaining buy-in through storytelling, and translating technical topics for a broader audience.
Nice To Haves
- Ability to establish and communicate a vision, solve problems from an elevated level, and remain deeply involved in processes, systems, and service-delivery details.
- Strong interpersonal skills and a collaborative approach to teamwork.
- Ability to prioritize tasks effectively in a fast-paced setting.
- Willingness to provide occasional after-hours support and travel domestically.
Responsibilities
- Diagnose and resolve hardware, software, and network issues where possible, and troubleshoot applications and custom systems.
- Resolve issues related to desktop, mobile, VPN, and remote access.
- Escalate unresolved issues to Tier 2 or MSP/MSSP teams, document issues, coordinate handoffs, and follow up in a timely manner.
- Monitor and track incidents using ITSM tools such as ServiceNow to ensure adherence to SLAs.
- Conduct root cause analysis for recurring issues and recommend permanent solutions.
- Manage user accounts, permissions, and access requests; handle password resets, MFA, and RBAC provisioning.
- Support SaaS applications and work with vendors and internal teams on upgrades, patches, and system enhancements.
- Maintain help desk knowledge-base records of solutions, workarounds, and best practices, and recommend improvements to documentation and training materials.
- Provide professional, clear customer service and communicate incident progress and expected resolution times to users and internal stakeholders.
- Support proactive monitoring of critical systems and services and help implement automation to reduce repetitive incidents.
- Collaborate with network, infrastructure, cybersecurity, and other cross-functional IT teams to resolve complex issues.
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What This Job Offers
Career Level
Mid Level
