Service Desk Specialist (Tier 2)

Our client is an independent, employee-owned firm specializing in investment, risk management and advisory services and ranked in both Chicago Tribunes Top Places to Work and Crains Best Places to Work in Chicago. They are looking for a Service Desk Specialist to join their team and support approximately 700 u across the organization including VIP u and C-level executives. The Service Desk Specialist will be expected to provide excellent customer service while effectively troubleshooting a variety of Tier 2 level issues via phone, email, and their ticketing system. If there are any issues that need to be escalated to the Tier 2/3 team, this person will need to gather as much information as possible to create that ticket. This individual will also be brought on to create SOPs, identifying processes they can be more efficient in and creating clear documentation for the processes. This individual will also assist in optimizing the onboarding process of new u .

Afterhours Shift Information:
There is a 2-week rotation for the after-hours shift. Our client utilizes a managed service as the frontline, to support their London and HK office, but when there is fall over, this individual will be on-call (24/7) to support any u issues. They will carry a mobile device that is an after-hours hotline and troubleshoot tickets or escalate tickets if they cannot resolve the issue themselves. This person will be provided over-time pay and a $300 stipend each afterhours shift they work.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience

5+ years IT Support (phone support) experience in a fast-paced environment
o Windows troubleshooting, O365, password resets, etc.
Soft skills: self-starter, able to work autonomously with minimal supervision, sharp, etc.
Experience supports VIPs and C-level executives (i.e. white glove service)
Willing to work afterhours once every 2 weeks (24x7 support)

Nice to Have Skills & Experience

A+ Certified
Experience creating groups, file share permissions, creating file shares, etc. in Active Directory
Azure experience
Audio Visual troubleshooting experience (ex: projectors, Zoom, WebEx, MS Teams)
Mac troubleshooting experience
Financial service applications experience (ex: Bloomberg)

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.