Service Desk Analyst

Job Summary:
Our client is seeking a Service Desk Analyst to join their team! This position is located in Vernon Hills, Illinois.

Duties:

• Respond to and resolve user incidents and requests via phone, email, chat, or ticketing system
• Provide tier 1-2 support for Windows and MacOS environments
• Assist with account setup, permissions, and basic O365 support
• Troubleshoot hardware and software issues, escalating to higher-level teams as needed
• Document incidents, troubleshooting steps, and resolutions in Service Now
• Follow ITIL best practices for incident, request, and problem management
• Support basic asset management functions, including logging and tracking equipment

Desired Skills/Experience:

• 2+ years of experience in a Service Desk or IT Support role
• Experience using Service Now or a similar ITSM ticketing tool
• Working knowledge of Windows 10/11, MacOS, O365, and basic networking concepts
• Strong customer service and communication skills
• Ability to prioritize and manage multiple requests in a high-volume environment
• Familiarity with CRM or HCM systems a plus

Benefits:

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

The approximate pay range for this position is between $26.00 and $40.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.

At Kelly Mitchell, our culture is world class. We're movers and shakers! We don't mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges.

As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.

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