Tier 1 Service Desk - Contractor Position

Guggenheim Investments•Chicago, IL

2d•Onsite

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. It requires strong technical expertise, customer service, communication, and problem-solving skills in a high-pressure, fast-paced environment. 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 describe current and future states of a rollout to executives and end users.
Demonstrated experience managing multiple projects, gaining buy-in through storytelling, and translating technical topics for a wider audience.

Nice To Haves

Ability to establish and communicate a vision, solve problems at an elevated level, and engage deeply with 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 involving desktop and mobile devices, VPN, and remote access.
Escalate unresolved issues to Tier 2 or an MSP/MSSP, coordinate handoffs and follow-up, and act as a liaison between end users and higher-tier support teams.
Document issues and monitor and track incidents using ITSM tools such as ServiceNow to support 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 status updates to users and internal stakeholders about incident progress and resolution times.
Support proactive monitoring of critical systems and services and assist with automation to reduce repetitive incidents.
Collaborate with network, infrastructure, cybersecurity, and other IT teams to resolve complex issues.