IT Desktop Support Analyst

TL;DR

IT Desktop Support Analyst: Investigating, diagnosing, and resolving complex incidents across desktop, applications, network, and connectivity with an accent on SLA-driven service desk operations and root-cause analysis. Focus on escalation, SOP/knowledge base creation, and writing automated scripts to streamline desktop duties and application deployments.

Location: Chicago, IL

Salary: $60,000-$68,000

Company

hirify.global provides enterprise IT services for highly regulated gaming and lottery operations.

What you will do

• Investigate, diagnose, and resolve incidents not handled by Helpdesk Techs and Desktop Tech I & II.
• Troubleshoot and resolve trouble tickets for hardware, software, network, desktop, applications, and connectivity issues.
• Serve as an escalation point and SME for IT desktop support, providing training and guidance to Tech I/II.
• Create and maintain SOPs, escalation procedures, and knowledge base content to ensure SLAs are met.
• Write automated scripts to streamline desktop duties and application deployments; document workarounds and permanent fixes.
• Maintain IT equipment and supply inventories; administer and troubleshoot the corporate telephony system as needed.

Requirements

• 5-7 years of experience providing second level support in a help desk environment.
• Strong troubleshooting and analytical skills, including basic understanding of LAN/WAN and PC-to-network connectivity issues.
• Strong documentation and technical writing skills.
• Willing and able to travel and work after hours and weekends as required.
• Ability to manage tasks and objectives with limited supervision; strong interpersonal and communication skills.
• Desire to continue certification programs (e.g., MCSE, CCNA, A+, Network+).

Culture & Benefits

• Minimum four days per week in the office.
• Targeted pay range of $60,000-$68,000 with potential annual performance bonus.
• Opportunity to contribute to process improvements and ongoing training as an SME.
• Work in a regulated gaming and lottery environment with possible licensing/background checks as required for the role.

Hiring process

• Interviews and role evaluation based on support experience, troubleshooting, and documentation skills.
• Background investigation/licensing requirements may be required as a condition of employment.