Service Desk Analyst

Sargent & Lundy is hiring an experienced Service Desk Analyst to deliver first-level, solutions-focused support to end users. In this hybrid role based in downtown Chicago, you will help manage a high-volume queue of incidents and service requests by diagnosing issues, documenting outcomes, and escalating when needed.

Role overview

You will serve as a primary point of contact for technical support across phone, remote, and walk-in interactions. The position involves intake, ticket tracking in an ITSM or ticketing system, prioritization based on impact and urgency, and follow-up to confirm resolution.

Responsibilities

• Provide first-level technical assistance to end users via phone, remote support, and walk-in support.
• Handle approximately 30–40 support calls per day while maintaining a positive, professional customer experience.
• Answer, document, and track incidents and service requests in the appropriate ITSM or ticketing system.
• Ask diagnostic questions to understand the issue, identify root causes, and determine next steps.
• Evaluate impact, urgency, and severity to assign the appropriate priority.
• Troubleshoot and resolve hardware, software, peripheral, and enterprise service issues where possible.
• Route or escalate tickets to the appropriate resolver group based on gathered information.
• Provide clear status updates and follow up with customers to confirm satisfactory resolution.
• Maintain accurate ticket notes and follow established support and escalation procedures.
• Perform additional duties as needed to support the team and business objectives.

Requirements

• Associate's degree, or completion of at least two years of college-level coursework.
• At least 2 years of experience in a customer-service and information-technology environment.
• Strong technical aptitude with hardware, software, and peripheral devices.
• Proven troubleshooting skills with a methodical approach to resolving problems.
• Strong analytical and problem-solving abilities, with the ability to resolve complex issues independently and efficiently.
• Experience using ITSM or service-management tools.
• Experience using remote-support tools.
• Ability to work independently and effectively in a high-volume service desk environment.
• Strong communication and customer-service skills.

Preferred experience

• CompTIA A+ certification.

Technology & innovation

• Depending on the role, employees may use data, automation, artificial intelligence, and other digital tools to support research, analysis, engineering and design activities, workflow improvement, or other work aspects.
• Employees are accountable for their work and are expected to apply appropriate professional judgment and review when using technology-assisted tools.
• Experience with AI, automation, programming, or similar technologies is valued where relevant, but is not required unless specifically identified elsewhere in the job description.

Work arrangement and schedule

• Location: Chicago, IL (hybrid)
• Hybrid requirement: 3 days working in the downtown Chicago office, 2 days working remotely.
• Schedule: Sunday–Thursday, 6am–3pm.

Compensation

• Salary range: USD 46,080 - 69,550 per year.

Benefits

• Health Plans: Medical, Dental, Vision
• Life & Accident Insurance
• Disability Coverage
• Employee Assistance Program (EAP)
• Back-Up Daycare
• FSA & HSA
• 401(k)
• Pre-Tax Commuter Account
• Merit Scholarship Program
• Employee Discount Program
• Corporate Charitable Giving Program
• Tuition Assistance
• First Professional Licensure Bonus
• Employee Referral Bonus
• Paid Annual Personal/Sick Time (PST)
• Paid Vacation
• Paid Holidays
• Paid Parental Leave
• Paid Bereavement Leave
• Flexible Work Arrangements

Work authorization

Sargent & Lundy does not sponsor employees for work authorization in the U.S. for this position.