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Service Desk Analyst - Weekend Work
Work from home
Part-time, Regular weekend roster, 16 hours per week across two shifts
Saturday and Sunday, 10:00 a.m. – 6:00 p.m. Central Time, year-round. Weekdays stay free for study, family or other commitments.
Paid leave and paid sick leave under the Chicago Paid Leave and Paid Sick and Safe Leave Ordinance, and funded Microsoft certifications.
About Us
Intelliworx is a fast-growing MSP with offices in Sydney, London, Chicago, Auckland, and Manila. We provide small and mid-tier enterprises and multinational clients with design, management, cybersecurity, and support for their information technology infrastructure. We are a cloud-first organization, building our solutions around Microsoft's extensive cloud offering, including M365 and Azure.
We are currently expanding our team to accommodate exceptional business growth.
Weekend Service Desk Analyst
- A genuine first step into IT with a Microsoft-focused MSP, and a deliberate route into a weekday engineering seat
- Work from home — a fully remote role, connected to the rest of the global desk online
- Tier 1 support on Chicago's weekend service desk — ticket triage, Microsoft 365 administration, monitoring and alerting
- Structured coaching and a defined 90-day ramp, with a Shift Lead alongside you every weekend
- Part of a global follow-the-sun desk spanning Auckland, London and Chicago
About the Job
You are the first line of the Chicago weekend desk. You handle the routine work properly, keep the queue clean, and get the hard problems in front of the Shift Lead quickly.
This is a genuine entry point. Whether you're coming from a first help desk role, an IT apprenticeship, a community college or university program, or teaching yourself Microsoft 365, we want someone who wants to end up in a weekday engineering seat, and we will build that path deliberately.
This role blends technical depth with client-facing professionalism and a commitment to continuous improvement.
Key Responsibilities
- Work the Tier 1 queue: log, categorize and triage incoming tickets accurately.
- Respond to monitoring and alerting events, resolving what is in scope and escalating what is not.
- Handle account and identity administration — user creation, password resets, MFA, group membership, license assignment.
- Verify patching and backup outcomes and raise exceptions to the Shift Lead.
- Keep tickets moving and keep clients informed of progress in plain, professional language.
- Escalate to the Shift Lead against defined thresholds. Escalating early is expected, not a failing.
- Contribute your open items to the end-of-shift handover notes.
The following skills are REQUIRED:
- Six to twelve months in IT support, or a relevant qualification, apprenticeship or traineeship (for example CompTIA A+, a registered IT apprenticeship, an IT bootcamp, or an associate or bachelor's degree in IT).
- Working knowledge of Microsoft 365 administration — users, licenses, groups, MFA.
- Clear written communication and a methodical approach to logging what you have done.
- Willingness to be coached remotely and to ask for help early.
- Reliable. This roster only works if people turn up.
The following skills are desirable:
- MS-900 or AZ-900 certification.
- Any prior exposure to a ticketing or PSA platform.
- Interest in progressing into a weekday engineering seat — this role is designed as a route in.
What Good Looks Like in Your First 90 Days
- First two weekends: tooling access, ticket logging standards, and the escalation thresholds.
- By weekend four: triaging the Tier 1 queue independently and clearing routine account and licensing work.
- By weekend eight: handling monitoring alerts within scope and contributing usable handover notes without prompting.
Intelliworx has an ongoing commitment for its team to demonstrate excellence in their professional practice. Training and development requirements are set quarterly and include Microsoft Certifications, internal training, and external courses. These are all designed to help our team members grow in their roles and contribute to Intelliworx meeting its organizational accreditations. A requirement of this role is a commitment to prioritize and complete these quarterly goals. Resources required for you to achieve these will be provided by our Training and Development team.
Why Intelliworx?
We live our values every day:
Hardworking – We roll up our sleeves and get things done
Rapport – We understand everyone has a job to do and it matters
Approachable – We're here for a chat or to lend a hand
Insightful – We know our stuff and love sharing our knowledge
Fun – Fun that embraces everyone's story and journey
Intelliworx is an equal opportunity employer. We welcome applications from people of all backgrounds, and all qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other characteristic protected by law. If you need an accommodation during the recruitment process, just let us know.
PLEASE NOTE: Only shortlisted candidates will be contacted. Applicants must be authorized to work in the United States; we are unable to offer visa sponsorship for this role.
Start your IT career with Intelliworx! A weekend-only Tier 1 role in Chicago with a Microsoft-focused MSP: hands-on M365 experience, funded Microsoft certifications, coaching from senior engineers and a clear route into a weekday engineering role.
Pay: $21.00 per hour
Expected hours: 16.0 per week
Benefits:
- Paid time off
- Professional development assistance
Application Question(s):
- If successful, when can you commence in the role?
- What attracted you to this position at Intelliworx?
Work Location: Remote
