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Sr. IT Service Desk Analyst

5 months ago

Chicago, United States CareerBuilder Full time

The Sr. IT Service Desk Analyst will serve as a technical expert of Spheras 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 Spheras 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:
Bachelors Degree preferred
CompTIA IT fundamentals or A+ certification preferred
Microsoft 365 Certified: Modern Desktop Administrator Associate preferred

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