L1 Service Desk Analyst

L1 Service Desk Analyst

Location : Libertyville, Illinois

Day 1 Onsite

Job Description

Position Overview

We are seeking a Level 1 Service Desk Analyst to provide first-line IT support for a medical tools production environment. The role will be responsible for monitoring, logging, troubleshooting, and resolving day-to-day IT incidents and service requests while ensuring minimal disruption to manufacturing, laboratory, corporate, and business operations.

The ideal candidate should have strong customer-service skills, good knowledge of Windows and Microsoft 365 environments, and the ability to work within established ITIL processes and procedures. Experience supporting users in a regulated manufacturing, medical-device, pharmaceutical, or healthcare environment is highly desirable.

Key Responsibilities

1. Service Desk & End-User Support

Provide Level 1 technical support to employees across corporate offices, manufacturing facilities, laboratories, warehouses, and other business locations.

Act as the first point of contact for IT incidents, service requests, and user inquiries through phone, email, chat, and service portal.

Accurately log, categorize, prioritize, and assign incidents and requests in the ITSM/ticketing system.

Perform initial troubleshooting and resolve issues within defined L1 support procedures and knowledge articles.

Escalate unresolved or complex issues to L2/L3 support teams with complete troubleshooting information.

Maintain ownership of tickets until appropriate handoff or resolution.

Provide clear and professional communication to users regarding incident status and expected resolution.

2. Desktop & Application Support

Troubleshoot Windows desktops, laptops, printers, scanners, monitors, docking stations, and other peripherals.

Support Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive.

Assist users with password resets, account lockouts, MFA, VPN, network connectivity, and basic authentication issues.

Support approved business applications and manufacturing-related applications according to documented procedures.

Assist with software installation, upgrades, patches, and configuration.

Support mobile devices and standard corporate applications where applicable.

3. ITIL & Service Management

Follow established Incident Management, Service Request, Problem Management, Change Management, and Knowledge Management processes.

Meet defined SLA and response/resolution targets.

Maintain accurate ticket documentation, including symptoms, troubleshooting performed, resolution, and escalation details.

Identify recurring incidents and contribute information for Problem Management and root-cause analysis.

Follow standard operating procedures and approved support processes.

Participate in service reviews and continuous-improvement initiatives.

45. Security & Compliance

Follow company cybersecurity policies and access-control procedures.

Validate user identity before performing password resets or account-related activities.

Escalate suspected phishing, malware, unauthorized access, or security incidents to the appropriate security team.

Protect confidential business, employee, customer, and production information.

Follow applicable company quality, compliance, and regulatory requirements.

Maintain appropriate documentation and audit trails for IT support activities.

Required Skills & Qualifications

Technical Skills

4 6 years of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support role.

Good knowledge of:

o Windows 10/11

o Microsoft 365

o Active Directory / Microsoft Entra ID

o Microsoft Teams

o Outlook

o VPN and basic networking

o Printers and peripherals

o Hardware and software troubleshooting

Experience working with an ITSM/ticketing platform such as ServiceNow, Jira, BMC, or similar.

Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, and network troubleshooting.

Familiarity with remote-support tools and endpoint management platforms such as Microsoft Intune or SCCM/MECM is preferred.

Service Management Skills

Understanding of ITIL concepts and Incident/Request Management.

Strong ticket documentation and escalation discipline.

Ability to work against SLAs and operational KPIs.

Good analytical and troubleshooting skills.

Ability to follow standard procedures while exercising appropriate judgment when troubleshooting.

Soft Skills

Excellent verbal and written communication skills.

Strong customer-service orientation.

Ability to remain calm and professional during production-impacting incidents.

Strong problem-solving and analytical abilities.

Ability to prioritize multiple incidents based on business impact and urgency.

Willingness to work collaboratively with L2/L3 infrastructure, application, network, security, and manufacturing IT teams.

Ability to work independently as well as within a 24 7 support team.

Preferred Certifications

ITIL Foundation

CompTIA A+

Microsoft 365 Fundamentals

Microsoft Certified: Endpoint Administrator Associate

Any relevant healthcare, medical-device, or regulated-industry IT certification

Key Performance Indicators

SLA compliance

First Contact Resolution (FCR)

Average Response Time

Average Resolution Time

Ticket Quality and Documentation

Customer Satisfaction (CSAT)

Ticket Reassignment/Escalation Rate

Knowledge Article Utilization

Repeat Incident Reduction

Working Environment

The position may support a combination of corporate IT users, manufacturing/production employees, and remote users. Depending on the business requirement, the role may involve shift-based or 24 7 support.