Service Desk Analyst

Description We are looking for a Service Desk Analyst to support end users with timely, detail-focused technical assistance in a fast-paced manufacturing environment. This Long-term Contract position is based in Illinois and is ideal for someone who enjoys resolving issues, delivering excellent customer service, and working with users across international teams. The role focuses on troubleshooting common desktop and account-access problems while helping maintain a consistent support experience.

Responsibilities:

• Provide first-line technical support for end users by diagnosing and resolving day-to-day hardware, software, and access-related issues.
• Manage incoming support requests through the ticketing queue, prioritize incidents appropriately, and ensure timely follow-up through resolution.
• Assist with user account administration in Active Directory, including access updates and routine account support tasks.
• Support Microsoft 365 environments by helping assign licenses, addressing user access concerns, and troubleshooting common application issues.
• Work within a shared ticket distribution process to handle service desk requests efficiently across a broader support team.
• Troubleshoot Windows 10 and other Microsoft-based desktop issues to restore user productivity as quickly as possible.
• Deliver courteous, high-quality customer service while supporting users located in multiple regions and time zones.
• Escalate more complex technical problems when needed and document issue details clearly to support effective resolution. Requirements
• At least 1-2 years of experience in a service desk, help desk, or desktop support role.
• Hands-on experience with Active Directory for basic user and access administration.
• Working knowledge of Microsoft Office 365, including user support and license assignment activities.
• Familiarity with Windows 10 and general Microsoft desktop troubleshooting.
• Experience working with service desk tickets in a structured support environment.
• Strong customer service and communication skills with the ability to assist users professionally.
• Comfort working in a team-based queue or round-robin ticketing model.
• Exposure to Exchange is helpful, though it is not required.

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