Help Desk Analyst

Help Desk Analyst

Hybrid Role – Chicago, IL (2 Days a week onsite)

**We are not offering visa sponsorship or C2C for this position due to resource requirements

Who We Are

RL Canning is a global IT managed services and consultancy firm committed to enhancing the digital workplace by driving value through technology and operational excellence. Our comprehensive service portfolio, supported by an ecosystem of digital innovators, delivers industry-leading solutions tailored to each customer's unique needs. We focus on achieving better, faster results aligned with long-term strategic goals.

Job Overview

RL Canning is seeking a dedicated and skilled Help Desk Analyst to provide exceptional support by efficiently coordinating, processing, and resolving incidents and service requests related to technology products, infrastructure, business processes, and enterprise services. This role involves delivering expert assistance through both phone and remote support channels, ensuring prompt and effective resolution. The ideal candidate will take full ownership of customer interactions, ensuring satisfaction through adherence to established policies, procedures, and service level agreements (SLAs). This position is critical in maintaining seamless operations and a positive user experience within the organization.

The US base hourly range for this full-time position is $19.00 to $22.00 per hour W2, along with a comprehensive benefits package detailed in the “Benefits Offered” section of the job description. The hourly wage offered within this range will be influenced by factors such as work location, job-related skills, experience, and relevant education or training. During the hiring process, your recruiter will provide more specific information about the salary range, considering these factors. Compensation and benefits remain in the Company's sole discretion and may be modified at the Company’s absolute discretion, consistent with applicable law, until they are paid.

In this role, you will

• Engages in effective interactions with customers and service groups to coordinate the fulfillment of requests and resolution of incidents.
• Uses knowledge management techniques to advance own learning to enable initial diagnosis of related issues and advises customers on known solutions where applicable.
• Provides information related to status updates, error resolution, changes in availability, and facilities.
• Assists users in more effective use of information technology processes, products, and services.
• Executes core processes and procedures related to service operations and documents diagnostic information, analysis, activities, progress, and resolution.
• Uses IT Service Management tools and techniques available to monitor, process, and report on activities related to service levels
• Escalates technical issues to the proper resources when necessary.
• Troubleshoots, documents, and resolves known errors and other programs, procedures, and processes.
• Documents system enhancement requests and routes them to the proper resources for resolution.
• Maintains the highest level of professionalism with all callers.
• Perform other tasks as necessary to support and achieve business objectives.

For this role, you will need

• 1 to 2 years’ experience working in a fast-paced, highly interactive service desk environment.
• Experience providing service to a user base of 1,000 or more end-user clients is strongly preferred.
• Ability to learn quickly and apply information related to business or end-user technology quickly required.
• Experience handling escalations and coordinating complex customer activities successfully to achieve the satisfaction required.
• Strong working knowledge or experience with information technology systems including end-user computing devices, infrastructure, software, applications, and network systems.
• Demonstrated working experience balancing multiple priorities and shifting focus to meet the demands of the business.
• Must have excellent customer service skills and focus with demonstrated experience working with customers to diagnose and resolve problems.
• Excellent interpersonal, communication, and problem-solving skills with a clear understanding of the value of customer convenience and experience.
• Strong documentation skills with the ability to translate moderately complex or ambiguous issues effectively to achieve desired outcomes.
• Flexible to support change, with the possibility of varying schedules if necessary.
• Willingness to travel as needed to support client projects and corporate responsibilities.

Education

• Associate’s degree required.
• CompTIA A certification preferred.

Why Join Us

Cutting-Edge Innovation & Technology: Unlock the opportunity to be a vital part of a cutting-edge environment where innovation is not just encouraged but is a way of life. You'll have the chance to work with the latest technologies, contribute to ground-breaking projects, and stay at the forefront of advancements in the IT industry.

Professional and Personal Growth: We are dedicated to investing in our team’s growth and success. By providing the tools, resources, and support needed to enhance skills and stay ahead of industry trends, we empower our team members to unlock new opportunities for advancement. We believe that fostering individual growth strengthens careers and drives the collective success of our company.

Collaborative & Inclusive Culture: Be part of a team where collaboration drives success. Our inclusive culture celebrates diverse perspectives and ensures every voice is heard, creating an environment where innovation and teamwork flourish. You’ll collaborate with skilled professionals from a wide range of backgrounds, exchanging ideas, tackling challenges, and crafting solutions that make a real impact. Together, we build a stronger, more dynamic workplace where collective problem-solving is at the heart of everything we do.

Empowering Work Environment: Discover the opportunity to be an integral part of a team where your ideas are not only heard but celebrated, and your contributions have a direct impact. In this role, you’ll experience a sense of purpose as your work drives meaningful results for our projects and clients. We prioritize your growth and ensure that your potential is recognized, fostering an environment where your efforts lead to both personal fulfillment and collective success.

Benefits Offered

• 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

** RL Canning is an Equal Opportunity Employer. All applicants will be considered for employment without discrimination based on race, color, religion, sex, marital status, national origin or ancestry, age, disability (physical or mental), veteran status, or any other status protected by federal, state, or local law.