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

    Sphera
    Sphera Chicago, United States

    3 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.

    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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