RL Canning · 1 day ago
Help Desk Analyst
Chicago, IL
Full-time
Hybrid
Entry Level
$20/hr - $23/hr
1+ years expRL Canning is a global IT managed services and consultancy firm committed to enhancing the digital workplace. They are seeking an experienced Help Desk Analyst to provide first-level technical support to end users, handling approximately 30–40 support requests daily, focusing on troubleshooting and resolving issues related to hardware, applications, and device configurations.
Customer ServiceInformation ServicesInformation Technology
No H1B
Hiring Manager
Keith Yario
Responsibilities
Provide first-level technical support to end users via phone and walk-in assistance, handling approximately 30–40 support requests daily
Diagnose and resolve common issues, including password resets, hardware failures, application errors, and device configuration for laptops and iPads
Utilize remote support tools to troubleshoot and resolve user issues efficiently and effectively
Accurately log, document, and track incidents and service requests in the SCSM ticketing system with detailed notes
Assess issue severity and business impact to assign appropriate priority levels and ensure timely resolution
Escalate unresolved or complex issues to the appropriate resolver groups while maintaining clear communication and follow-up with end users
Perform other tasks as necessary to support and achieve business objectives
Qualification
Required
MUST be able to work from 3:00 pm to 11:00 pm onsite twice a week
MUST be able to work on Saturday and Sunday every other week
Minimum of 1+ years of Service Desk experience with an associate's degree or at least two years of college-level coursework
Ability to perform effectively in a high-pressure, high–call–volume service desk environment while maintaining professionalism and accuracy
Strong adherence to established processes and procedures, with the autonomy to create, update, and improve Knowledge Base articles as needed
Hands-on experience supporting Dell, HP, and Apple hardware, including peripherals such as keyboards and mice
Proficiency with Windows 11 environments and core service desk technologies, including FreshService ticketing systems
Working knowledge of Active Directory for user account management and access-related support tasks
Experience supporting enterprise applications and environments such as Citrix and Cerner applications
Exceptional customer service, communication, and documentation skills, with the ability to clearly log and track issues from creation through resolution
Willingness to travel as needed to support client projects and corporate responsibilities
Preferred
A+ certification and healthcare experience preferred
Benefits
Comprehensive health insurance (medical, dental, vision)
Short-Term Disability Insurance
Accidental Death & Dismemberment (AD&D) and Life Insurance
401(k) retirement savings plan with employer matching
Paid Time Off
Paid Holidays
Company
RL Canning
RL Canning is an information services provider that specializes in accomplish your business objectives.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Greg Canning
Executive Partner
Rachel Canning
Co Founder & Managing Partner
Company data provided by crunchbase