Service Desk Senior Engineer

At AlixPartners, we solve the most complex and critical challenges by moving quickly from analysis to action when it really matters; creating value that has a lasting impact on companies, their people, and the communities they serve. By understanding, respecting, and honoring the needs of our employees, clients, and communities, AlixPartners actively promotes an inclusive environment. We strongly believe in the value that diversity brings to our experiences and are committed to the perpetual enhancements of initiatives, policies, and practices. We hold ourselves accountable by providing the space for authenticity, growth, and equity for everyone.

AlixPartners has embraced a hybrid work model to provide flexibility and support our employees’ work-life integration. Our hybrid model combines a mix of in-person at an AlixPartners office and remote work.

Location: Chicago, IL

In this role on AlixPartners’ Corporate Services Information Technology team, a successful Service Desk Senior Engineer will work on the IT Service Desk to provide a high level of customer service and software/hardware problem resolution. This will be achieved by performing in depth diagnosis and guiding users through step-by-step solutions to ensure a successful outcome when fielding calls from the user base, creating the initial record of the request and resolving all Level One/Level Two end-user problems over the phone or in-person. We seek a highly organized, detail-oriented person who can work independently and manage multiple projects with competing priorities. Clear communication, teamwork and professionalism are key core values that this candidate would need to display.

The Service Desk Senior Engineer is in Chicago, IL, reporting to the Service Desk Lead. Paid relocation is not available. Core working hours are 9:00 AM – 6:00 PM Central, Monday – Friday.

• Handle incoming IT queries from end users via phone, email, chat, and walk-up, triaging and managing the flow of requests. Question users effectively to establish the full scope of the issue and log it accurately in ServiceNow

• Provide hands-on audio-visual support for conference rooms, town halls, board meetings, and client-facing events, both on and off site. This includes setting up, testing, and actively monitoring high-profile meetings; supporting Zoom and Microsoft Teams Rooms, displays, microphones, cameras, and wireless presentation systems; troubleshooting live during sessions; and coordinating with vendors on AV faults and room refreshes

• Resolve Level 1 and Level 2 issues directly — in person, via remote access, or by guiding the user through the fix themselves

• Maintain detailed ticket records and knowledge base articles, using issue history and trend data to identify recurring problems and recommend preventative fixes

• Escalate requests that cannot be resolved by the Service Desk to other IT teams, and contact third-party vendors for warranty service repair as necessary

• Act as a dedicated point of contact for executive and VIP users, including the C-suite and their assistants — providing white-glove, deskside and remote support, proactive device and meeting readiness checks, and discreet handling of sensitive issues with a high sense of urgency

• Maintain and ensure accuracy of all asset information for all PC’s, local/networked printers, monitors and defined peripherals

• Administer mobile devices and MDM, including iOS/iPadOS and Microsoft Intune

• Diagnose and resolve end-user network or local printer problems, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems

• Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements

• Participate and assist in office moves and changes

• Active involvement in the IT