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    Sr. IT Service Desk Analyst - Chicago, United States - Sphera

    Sphera
    Sphera Chicago, United States

    2 weeks ago

    Default job background
    Description

    The Sr. IT Service Desk Analyst will serve as a technical expert of Sphera's IT Service Desk global team, participating in a variety of analytical and technical assignments that provide diagnosis, solving and documentation of IT solutions. As a key point of contact for end-users, the Sr. IT Service Desk Analyst plays a critical role in maintaining high-quality customer service while resolving technical issues in a timely manner. This position is based in Sphera's Chicago office and will be required to provide in-person IT support as needed.

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    To be successful in this role, candidates should have experience with the following:

    • Provide friendly customer service in a courteous manner via phone, email and in person
    • Troubleshoot, resolve and document incidents and requests in the ticketing system
    • Maintain users, permissions, and policies via Active Directory and Exchange
    • Deploy and configure user laptops and mobile devices
    • Manage devices through Microsoft Intune including patching and policy deployment
    • Identify and learn appropriate software and hardware utilized by the organization
    • Install, update, and configure desktop software and hardware
    • Preventative maintenance of workstations, printers, and peripherals
    • Perform post-resolution follow-ups to help requests and incidents
    • Provide end-user support and training of tools and systems
    • Collaborate with other IT Teams and external vendors on projects and incidents when required

    Experience:

    • 3-5 years prior experience working on a IT Service Desk or a comparable IT technology team
    • Working knowledge of ticketing systems such as Samanage, ServiceNow, or Jira
    • Ability to manage time effectively and a basic understanding of project management
    • Extension experience administering Microsoft 365, including Intune device management
    • Maintaining inventory lists for physical assets and licensing
    • Windows Powershell experience, including automation scripts
    • Knowledge of Windows 10, Mac OSX, Android, and iOS devices
    • Strong interpersonal and communication skills both verbal and written
    • Motivated problem-solver capable of working independently and as part of a global team
    • Experience with IT security controls and best practices

    Education:

    • Bachelor's Degree preferred
    • CompTIA – IT fundamentals or A+ certification preferred
    • Microsoft 365 Certified: Modern Desktop Administrator Associate preferred
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