Job Description:

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.Considering applying for this job Do not delay, scroll down and make your application as soon as possible to avoid missing out.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 personTroubleshoot, resolve and document incidents and requests in the ticketing systemMaintain users, permissions, and policies via Active Directory and ExchangeDeploy and configure user laptops and mobile devicesManage devices through Microsoft Intune including patching and policy deploymentIdentify and learn appropriate software and hardware utilized by the organizationInstall, update, and configure desktop software and hardwarePreventative maintenance of workstations, printers, and peripheralsPerform post-resolution follow-ups to help requests and incidentsProvide end-user support and training of tools and systemsCollaborate with other IT Teams and external vendors on projects and incidents when requiredExperience:3-5 years prior experience working on a IT Service Desk or a comparable IT technology teamWorking knowledge of ticketing systems such as Samanage, ServiceNow, or JiraAbility to manage time effectively and a basic understanding of project managementExtension experience administering Microsoft 365, including Intune device managementMaintaining inventory lists for physical assets and licensingWindows Powershell experience, including automation scriptsKnowledge of Windows 10, Mac OSX, Android, and iOS devicesStrong interpersonal and communication skills both verbal and writtenMotivated problem-solver capable of working independently and as part of a global teamExperience with IT security controls and best practicesEducation:Bachelor's Degree preferredCompTIA - IT fundamentals or A+ certification preferredMicrosoft 365 Certified: Modern Desktop Administrator Associate preferred