Helpdesk Analyst (full-time / perm)

Title: Helpdesk Analyst
Location Chicago, IL (financial district)
Compensation: Competitive salary
Position Type: Full-Time / Perm

Join a growing financial firm (200+ employees) known for strong values, collaboration, and rock-solid engineering. We’re looking to hire a Helpdesk Analyst provide timely and effective technical support to end-users via phone, email, and a ticketing system.

The ideal candidate will be a customer-focused problem-solver who can diagnose, troubleshoot, and resolve issues related to computer systems, software, and hardware in a fast-paced environment. 

Essential duties and responsibilities

• User support: Respond to, analyze, and resolve technical support requests from internal users in person, by phone, or through electronic communication.
• Troubleshooting: Diagnose and fix issues related to hardware (e.g., laptops, desktops, printers, headsets, networking devices, etc.), operating systems (e.g., Windows), and software applications (e.g., Microsoft 365).
• Ticket management: Log, track, and document all support incidents and service requests in a ticketing system, providing clear and concise communication with users throughout the process.
• Escalation: Escalate unresolved or complex issues to higher-tier support teams or management in a timely and professional manner.
• Account maintenance: Perform routine user account administration, including password resets, account unlocks, InTune, and access control modifications using tools like Active Directory.
• Network assistance: Troubleshoot basic network connectivity issues, including problems with local area networks (LAN), Wi-Fi, and VPN access.
• Documentation: Contribute to and maintain the internal knowledge base with solutions and procedures for common technical problems.
• Equipment deployment: Assist with the setup, configuration, and deployment of new computers, software, and other IT equipment for new employees.
• Operational support: Monitor IT systems, assist with inventory control, and perform other operational duties as assigned.

Required skills and qualifications

• Technical knowledge: A solid understanding of computer hardware, selected software applications, and basic networking concepts.
• Problem-solving: Strong analytical and diagnostic skills with the ability to methodically break down complex issues.
• Communication: Excellent verbal and written communication skills to clearly explain technical solutions to non-technical users.
• Customer service: A patient, empathetic, and professional demeanor, especially when assisting frustrated users.
• Organization: The ability to prioritize and manage multiple tasks and support tickets effectively in a fast-paced environment.
• Education: Bachelor's degree is preferred.
• Certifications: Professional certifications are a plus.

Why Join?
* Great culture – Long-tenured, friendly team with high internal respect
* Growth opportunities – leverage latest technologies + platform unification = exciting projects
* Stability – Financial industry, low turnover, strong leadership

👉 Apply now to learn more.