Service Desk Analyst (L2 Escalation)

About the role

Dentsu's Americas Enterprise Technology is moving from a reactive support model to one that anticipates and prevents problems. The Service Desk Analyst (EUS Technician) provides front-line deskside and walk-up support in Chicago and New York, working hands-on with hardware, software and access issues, including for executives and VIP users. The role is L2 escalation for the Birlasoft-operated L1 service desk, with an in-office-first approach.

Key responsibilities

• L2 escalation point for tickets from the L1 desk, diagnosing and fixing laptops, peripherals and mobile devices, and owning the L2 queue's SLA
• Prompt, high-touch resolution of VIP and executive tickets, escalating only when beyond L2 scope
• Document resolution steps in ServiceNow, including root cause
• Prepare, image and configure devices for new hires, and handle offboarding device retrieval and wipe/reissue with Asset Management
• Maintain device assignment records and flag discrepancies to Asset Management
• Staff the walk-up Tech Bar and support events, client pitches and executive setups with the AV and facilities teams
• Proactively monitor device health (e.g. via Nexthink) and document knowledge base articles and SOPs

Required profile

• Bachelor's degree in IT, Computer Science or a related field preferred; equivalent experience considered
• 3-5 years of IT deskside support, service desk or end user computing experience
• Hands-on Windows and macOS support, imaging and troubleshooting
• Working knowledge of ServiceNow or a comparable ITSM tool
• Proficiency with Microsoft 365, Intune and Entra ID
• Ability to lift and move IT equipment and to be on-site full-time

What sets you apart

• Nexthink experience, CompTIA A+ / Network+ or equivalent certification
• Experience with a distributed, multi-site organization
• Familiarity with AV/conference room technology and executive support

What we offer

• Salary range of $51,000 - $70,000
• Medical, vision and dental insurance, life insurance, and disability coverage
• 401k, flexible paid time off, at least 15 paid holidays, paid sick and safe leave, and paid parental leave