Service Desk Analyst L2

Job Description

Job Description

We are looking for an experienced Service Desk Analyst L2 to join a team supporting employees across a range of end-user technologies in Addison, Illinois. This Contract position is ideal for someone who enjoys solving technical issues, delivering dependable user support, and handling escalated incidents with professionalism. The role combines hands-on troubleshooting with documentation, collaboration, and continuous improvement of support processes.

Responsibilities:
• Resolve escalated technical issues involving desktops, laptops, mobile devices, printers, scanners, and related workplace technology.
• Diagnose and correct problems affecting Windows systems, Microsoft 365, user accounts, hardware, business applications, network access, and printing services.
• Manage assigned service desk tickets from escalation through completion, keeping users informed and maintaining accurate case records.
• Route highly complex incidents to the appropriate support teams while providing detailed findings, testing results, and supporting diagnostics.
• Administer and support environments that include Active Directory, Microsoft Entra ID, Intune, and other endpoint management tools.
• Assist with device imaging, workstation setup, software deployment, equipment replacement, and scheduled technology refresh efforts.
• Work alongside cybersecurity partners to address endpoint risks, support patching activities, and help resolve security-related technical concerns.
• Analyze repeat incidents to uncover underlying causes and recommend improvements that reduce future support volume.
• Produce and update support documentation, troubleshooting guides, and knowledge base content to strengthen team effectiveness.
• Provide guidance to entry-level service desk staff and contribute to onboarding, training, rollout activities, and other IT support projects.• At least 3 years of experience in service desk, help desk, desktop support, or a similar IT support role.
• Strong technical troubleshooting skills across Windows 10, Microsoft 365, computer hardware, and common end-user technologies.
• Hands-on experience supporting Active Directory, Microsoft Entra ID, Intune-managed devices, and service desk ticket workflows.
• Working knowledge of authentication, connectivity, Wi-Fi, printing, and general endpoint support concepts.
• Ability to document technical work clearly and communicate effectively with both end users and internal support teams.
• Proven commitment to customer service with the ability to stay organized and responsive in a fast-paced support environment.
• Experience identifying recurring technical problems and contributing to practical, long-term solutions.