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