IT Service Desk Analyst II

2 weeks ago


Chicago, United States Sphera Full time

The IT Service Desk Analyst II 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 IT Service Desk Analyst II 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 SolarWinds Service Desk, ServiceNow, Zendesk, 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 (or relevant scripting experience)
  • Knowledge of Windows 10/11, 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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