IT Service Desk Engineer in Chicago, IL

$80K - $100K(Ladders Estimates)

AlixPartners, LLP   •  

Chicago, IL 60601

Industry: Business Services


Less than 5 years

Posted 55 days ago

In this important role on AlixPartners' Corporate Services Information Technology team, you will work on the IT Service Desk delivering a high level of customer service and software/hardware problem resolution. This will be achieved by performing in depth diagnosis while guiding users through step-by-step solutions to ensure a successful outcome when fielding calls from the user base, creating the initial record of the request and resolving all Level One/Level Two end-user problems over the phone or in-person. We seek a highly organized person who can work independently and handle multiple projects with competing priorities. Clear communication, teamwork and professionalism are key core values that you will need to display.

The Service Desk Engineer position is located in Chicago, IL, reporting to the Service Desk Manager Americas/Asia. Paid relocation is not available.

Key Responsibilities:

  • Identify, diagnose, and resolve problems for staff using IT equipment with timely resolution or escalation of more complex issues
  • Escalate requests as necessary and contact third-party vendors for warranty service repair
  • Efficient communication of solutions to our clients
  • Provide one-on-one end-user problem resolution via phone or email
  • Maintain and ensure accuracy of all asset information for PC's, local/networked printers, monitors and defined peripherals
  • Administer mobile technology (not limited to) iOS and Mobile Iron
  • Diagnose and resolve end-user network or local printer problems, PC hardware problems and, e-mail, Internet, VPN, and local-area network access problems
  • Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements
  • Active involvement in IT department and its projects. Provide feedback/ideas as appropriate
  • Additional responsibilities as identified


  • Minimum 3 years of experience in a similar position
  • Experience with Exchange ActiveSync
  • Experience with Microsoft Office 2007/2010, Outlook, Desktop and Laptop PC's, Windows 7, relevant software, printers and networking
  • Certification in at least one technical product set preferred (MCSE etc)
  • Knowledge and experience of customer service practices; beneficial to have worked in an ITIL based environment
  • Highly effective social skills
  • Demonstrated skill in problem analysis and resolution
  • Conscientious with strong customer service skills
  • Strong verbal and written communication skills
  • Good planning and interpersonal skills with high level attention to detail
  • Ability to work in sometimes high stress situations in a fast-paced environment
  • Willing to learn and adaptable with a "can do" attitude
  • Able to work full time in a dynamic office environment and be physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the work day

This description is not designed to encompass a comprehensive listing of required activities, duties or responsibilities.

Valid Through: 2019-10-17