Desktop Support Engineer

This is an on-site requirement in Chicago, IL

Optomi, in partnership with one of our premier clients, is seeking an IT Service Delivery Analyst to join their team. The candidate will act as a liaison(Simple) between the business and IT organization, managing and resolving tickets within the SLA and providing support for IT issues from software to hardware, including applications, iPhones, workstations, and printers, escalating when needed.

• The opportunity to workoma rapidly growing company, with ample opportunities for advancement.
• The chance to work in an environment focused on developing talent, collaboration, and diversity.
• The ability to work alongside knowledgeable individuals in the field for continued learning opportunity.

• Minimum 3 years’ experience in a similar position/role.
• Minimum 3 years supporting Microsoft Windows 10, Office 365 and related hardware in a midsize company.
• Customer service oriented personality is a must.
• Understanding of IT Service Management.
• Ability to present and discuss technical information in a meaningful way to end‑users.
• Documentation, organization and prioritization skills.
• ITIL certification is a plus.

• Represent IT to the business, and be the voice of the business to IT.
• Align IT service offerings with business strategies, goals, and objectives.
• Participate in and collaborate with the Global Service Delivery teams.
• Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations/phones/tablets).
• Receive, log, and manage incidents and service requests using Service Now.
• Maintain an asset inventory and track changes.
• Develop and maintain documentation / KB articles.
• Troubleshoot basic network issues.
• Escalate unresolved calls to the next level of support.
• Drive customer adoption and compliance.
• Develop and facilitate training sessions.
• Responsible for business satisfaction and the end user experience.
• Collectively manage our hardware lifecycle (workstations, phones, peripherals, etc.) – the responsibility of local teams.
• Suggest improvements ideas within the team.
• Suggest innovation initiatives to add value to the business.

• Mid‑Senior level

• Full‑time

• Information Technology