Tier 1 Service Desk - Contractor Position

Context: This contractor Tier 1 Service Desk role provides first-line IT support for employees in the Chicago office.

Responsibilities

• Serve as the first point of contact for employee technical issues, providing troubleshooting and resolution when possible
• Diagnose and resolve hardware, software, and network problems
• Troubleshoot applications and custom systems
• Resolve issues across desktop, mobile, VPN, and remote access
• Provide Tier 1 support for desktop and video conferencing environments, including Cisco video conferencing support
• Escalate unresolved cases to Tier 2 or an MSP/MSSP, with smooth handoff and timely follow-up
• Act as a liaison between end-users and higher-tier support teams, including issue documentation
• Monitor and track incidents using ITSM tools (example: ServiceNow) to support SLA adherence
• Perform root cause analysis for recurring issues and recommend lasting fixes
• Manage user accounts, permissions, and access requests across systems
• Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning
• Support SaaS applications
• Coordinate with vendors and internal teams on upgrades, patches, and system enhancements
• Maintain help desk knowledge base content with detailed notes on solutions, workarounds, and best practices
• Recommend improvements to existing documentation and training materials
• Provide high-quality customer service with professional, clear communication
• Deliver status updates to users and internal stakeholders, including incident progress and estimated resolution timing
• Support proactive monitoring of critical systems and services to prevent user impact
• Assist in implementing automated solutions to reduce repetitive incidents
• Collaborate with cross-functional IT teams (network, infrastructure, cybersecurity) on complex issue resolution

Requirements

• Bachelor’s degree
• 4+ years of experience in a detail-oriented IT support role
• Hands-on experience with Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and Azure
• Ability to troubleshoot complex issues and take proactive action
• Strong communication skills, including verbal and written narratives for executives and end-users
• Demonstrated experience managing multiple projects using storytelling to gain buy-in and translate technical topics to broader audiences
• Ability to establish and communicate a vision, solve problems at an elevated level, and remain involved in process and service delivery details
• Strong interpersonal skills with a collaborative teamwork approach
• Ability to prioritize effectively in a fast-paced environment
• Willingness to provide occasional after-hours support and travel domestically

Technologies

• Microsoft 365
• Outlook
• Teams
• SharePoint
• OneDrive
• Azure
• ServiceNow
• ITSM
• VPN
• MFA
• RBAC

Location and Employment

• Location: Chicago, IL (onsite)
• Job type: Contract (opportunity to go permanent)

Compensation

• Annual base salary: USD 90,000.00 per year