IT Service Desk Analyst Ii
3 weeks ago
Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world.
Sphera is a portfolio company of Blackstone, a U.S.based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity. Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space.
We are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. These values help us recruit the right talent to join our rapidly expanding team of around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.
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.-
- 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
Sphera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
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