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
IT Service Desk Analyst II
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 ...
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