Overview
Help Desk Analyst Jobs in Greater Chicago Area at SpringbokIT
Title: Help Desk Analyst
Company: SpringbokIT
Location: Greater Chicago Area
We're looking for a motivated IT Helpdesk Technician to serve as the first point of contact for employees experiencing technical issues. You'll diagnose and resolve problems across hardware, software, and network systems while delivering excellent service to end users.
Responsibilities
- Respond to tickets, calls, and walk-in requests in a timely, professional manner
- Diagnose and resolve hardware, software, network, and peripheral issues on desktops, laptops, and mobile devices
- Install, configure, and maintain operating systems and business applications
- Provision new employee workstations, accounts, and access credentials
- Perform routine maintenance, updates, and patching on end-user devices
- Escalate complex issues to Tier 2/3 support with thorough documentation
- Maintain accurate records in the ticketing system and update the knowledge base
- Support onboarding/offboarding, video conferencing, and collaboration tools
- Participate in after-hours on-call rotation as needed
Required Qualifications
- Associate's degree in IT or related field, or equivalent experience
- 1–2 years in a helpdesk, desktop support, or IT support role
- Hands-on experience with Windows 10/11 and macOS
- Proficiency with Microsoft 365 and Active Directory
- Solid understanding of TCP/IP, VPN, Wi-Fi, and basic network troubleshooting
- Strong communication skills with the ability to explain tech to non-technical users
- Patient, customer-focused demeanor with strong organizational skills
Nice to Have
- CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900)
- Experience with ServiceNow, Jira, or Freshdesk
- Familiarity with Intune, SCCM, or Jamf
- Basic PowerShell or Bash scripting
- Azure AD and Microsoft 365 admin experience
What We Offer
- Competitive salary
- Health, dental, and vision insurance
- 401(k) with employer match
- Paid time off and holidays
- Certification reimbursement
