Service Desk Engineer II

This job is located at 814 Commerce Drive, Oak Brook, IL 60523

The Service Desk Engineer II will report directly to the Service Desk Manager. They will provide first and second line technical support to PLS employees. This includes working with applications/systems to analyze, diagnose and resolve technical problems ranging from straightforward to more complicated technical issues; as well as administrative duties.

This is a demanding support position, requiring excellent customer service skills, technical troubleshooting aptitude and the ability to articulate solutions clearly and confidently to end users of varying skill levels.

• Utilize discretionary troubleshooting methods to identify resolutions within specified SLA (Service Level Agreement) timeframe
• Provide incident resolution in a professional, courteous manner, using phone, email and remote tools
• Log incidents, categorizing and prioritizing them in line with team procedures
• Conduct full and thorough diagnostics with end users to enable frequent first contact resolution
• Ensure all issues/ticket items are progressed & cleared within SLA – escalating to other teams as appropriate
• Manage issues through their entire lifecycle from the first point of contact to resolution, proactively keeping the customer informed of progress
• Diagnose and resolve problems to the customer’s satisfaction
• Maintain and develop own knowledge and skills to assist with fault resolution
• Identify and elevate repeat issues or service risks
• Share knowledge and solutions with teammates and colleagues in other departments.

• Minimum of 3 years of Help Desk/Technical Support experience
• Proven ability in supporting Windows OS, MS Office Suites, Active Directory, WAN/LAN technologies, PC hardware
• Must be able to demonstrate a “Customer-First” approach to support
• Natural aptitude and enthusiasm for troubleshooting and problem-solving
• Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers, sales, vendors and peers
• Must be comfortable working in a fast-paced team environment
• Ability to work variable schedules which can include weekends, nights, and holidays as required
• Ability to participate in After Hours on-call rotation
• English and Spanish bilingual preferred

• This role requires regular in-person collaboration with team members at our Oak Brook Support Center.
• Must be able to sit and/or stand for extended periods
• Must be able to lift up to 15 lbs. with little assistance
• Must be able to work in restrictive spaces and maintain concentration in a busy environment with moderate to high noise levels
• Must manage several tasks at one time and handle frequent interruptions to meet the needs and requests of customers

Benefits for eligible team members include medical/dental/vision, 401(k), vacation, opportunities for advancement, and ongoing training.

PLS is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team at  to make arrangements.

The decision on granting accommodation will be made on a case-by-case basis.

For jobs located in the City of Los Angeles, consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance, qualified applicants with criminal histories will be considered for employment.

$25 - $28.79 USD