Service Desk Analyst in Chicago, Illinois at Daniels Health

Role Overview
As the Service Desk Analyst, you will provide frontline technical support including documenting, troubleshooting, resolving, and prioritizing incoming help desk requests. You will support end users with company computers, applications, printers, telephones, and other related technologies. In addition, you will play a key role in employee lifecycle support, including onboarding, offboarding, and equipment provisioning to ensure a seamless and positive user experience across a fast-growing organization.

What You Will Do
• Serve as the primary point of contact to resolve hardware, software, and network issues reported to the Help Desk via phone, email, or in person
• Provide support for Microsoft 365 applications, operating systems, and other business applications
• Deliver hardware and software support and maintenance for laptops, desktops, printers and other common peripherals
• Provide support for mobile devices and production data collection equipment
• Participate in projects to improve business processes and IT infrastructure

User Onboarding & Offboarding Responsibilities
• Coordinate and execute new hire onboarding, including provisioning user accounts, configuring system access, and ensuring readiness for Day 1
• Prepare and deploy user workstations, including laptops, peripherals, and required software
• Partner with HR and managers to deliver a consistent and high-quality onboarding experience
• Manage employee offboarding, including timely deactivation of accounts, removal of system access, and adherence to security and compliance policies
• Coordinate recovery of company-issued equipment and update asset tracking records

Equipment Deployment & Lifecycle Management
• Configure, image, and deploy end-user hardware, ensuring security standards and company configurations are met
• Maintain accurate inventory and lifecycle tracking of all IT assets
• Provide ongoing support for deployed devices, including troubleshooting and replacement coordination

Candidate Profile
Skills & Qualifications:
• Education: Bachelor’s degree in Information Technology or related field preferred (certificates a plus)
• Experience: 1–5 years of IT support experience in a networked environment utilizing Microsoft 365
• Core Skills:
o Excellent customer service skills, with the ability to support a diverse user base in a fast-paced, high-growth environment
o Ability to adapt quickly to changing priorities, evolving technology, and shifting business needs
o Strong time management skills with the ability to multitask, prioritize, and meet deadlines
o Strong interpersonal skills with a customer-focused mindset and ability to work effectively across all levels of the organization
o High attention to detail and quality of work
o Strong problem-solving and root cause analysis capabilities

Work Environment
• Office-based environment
• Occasional travel to remote sites in United States may be required
• Ability to lift up to 50 lbs and work under desks to install and maintain equipment