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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst - **Company:** Impact Networking, LLC. - **Location:** Lake Forest, IL, United States - **Salary:** $52,500.0 - $55,500.0 - **Contract:** Permanent contract - **Skills:** Android Software Development, Apple IOS, Issue Tracking Systems, Microsoft Office, Windows Mobile, Remote Infrastructure Management, Software Engineering, Technical Data Management Systems, Mobile Os, Computer Equipment, Wireless Technologies - **Published:** July 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2ea304a129e538b7 ## About the Role * One of the following: technical-related degree; industry certification; or experience in a service desk, helpdesk, call center, or other technical support role. * Basic technical understanding of Microsoft and/or Apple operating systems. * Basic technical understanding of networking, wireless technology, and printers/print solutions. * Basic understanding of mobile operating systems and MDM solutions for iOS, Android, and Windows mobile devices. * Ability to provide excellent customer service via phone and text-based support channels. * Ability to diagnose technical issues using remote management software/tools and communicate solutions clearly to non-technical users. * Ability to document technical issues in a timely fashion with strong attention to detail and accuracy. * Ability to operate under pressure, make quick but rational decisions, and remain patient, empathetic, and adaptable in a fast-paced environment. * Required: ability to do some light lifting; good typing skills; strong grammar skills. Preferred (not required): bilingual. ## Description The IT Service Desk Analyst provides remote technical assistance and support to contracted customers, delivering excellent customer service while troubleshooting and resolving hardware, software, and end-user technology issues. This role uses ticketing systems to document incidents, follow up to confirm resolution, identify recurring disruptions, and support onboarding of new clients and users, with a strong focus on learning new technologies and helping ensure client environments remain secure and running optimally. The Service Desk is based out of the Unified Support Operations center on Impact's corporate campus and provides 100% in-house, technical support for clients. Impact's Unified Support Service Desk provides 24/7/365 client support. The available shift options are: * Monday-Friday: 12 AM-9 AM Saturday-Tuesday: 6AM-5PM Saturday-Tuesday: 12AM-11AM Our North Star: Client Centricity Responsibilities * Provide excellent customer service, including polite communication under stressful situations, timely updates, and a willingness to go above and beyond to help customers. * Provide remote technical assistance and support for incoming queries and issues from contracted customers related to technology needs. * Troubleshoot and support end-user hardware and software issues, including copiers, printers, scanners, and Microsoft Windows and Office. * Use ticketing systems to document issues and resolutions accurately and in a timely fashion. * Follow up with customers to ensure open issues have been resolved and gather feedback on service and computer issues. * Run historical reports to identify recurring service disruptions and opportunities for improvement. * Document problem resolutions and support processes to improve knowledge sharing and consistency. * Assist with onboarding of new clients and users. * Install, modify, and repair computer hardware and software; run diagnostic applications to resolve problems. * Perform additional responsibilities as assigned by management., Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in limited circumstances based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements. Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a "U.S. Person," as defined by law, or otherwise be eligible to obtain any required government authorizations. #LI-Onsite ## Related Videos - [Hacking iOS and Developing for Airbnb with Nicolas Haunold, Software Engineer at Airbnb](https://www.wearedevelopers.com/videos/100361-hacking-ios-and-developing-for-airbnb-with-nicolas-haunold-software-engineer-at-airbnb) - [Edge AI on iOS: Beyond the Cloud, Designing the Next Generation of Intelligent On-Device Apps](https://www.wearedevelopers.com/videos/100225-edge-ai-on-ios-beyond-the-cloud-designing-the-next-generation-of-intelligent-on-device-apps) - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [Challenges of building React and React Native apps](https://www.wearedevelopers.com/videos/448-challenges-of-building-react-and-react-native-apps) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Harnessing Apple Intelligence: Live Coding with Swift for iOS](https://www.wearedevelopers.com/videos/1515-harnessing-apple-intelligence-live-coding-with-swift-for-ios) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)