Service Desk Analyst (Microsoft 365)

Location: Hybrid in the Chicago metro area, with 1–2 days per week onsite in Evanston, Illinois; shifts assigned between 7 am and 7 pm CST.

Hourly salary: $35–$40, depending on role, location, skills, and experience.

Company

hirify.global is a global professional services company delivering technology, operations, cloud, data, AI, and digital transformation solutions for organizations worldwide.

What you will do

• Serve as the first point of contact for end-user incidents and service requests through phone, email, portal, and approved support channels.
• Log, categorize, prioritize, update, resolve, and close incidents and requests in ServiceNow or a comparable ITSM platform.
• Provide first-contact troubleshooting for Windows devices, Microsoft 365 applications, VPN, remote access, printers, peripherals, and basic network connectivity.
• Perform authorized access and endpoint tasks, including password resets, account unlocks, MFA assistance, device enrollment, software installation, BitLocker recovery, and basic Intune or JAMF support.
• Use knowledge articles, scripts, standard procedures, and remote-support tools while communicating status and confirming resolution with users.
• Escalate complex, high-impact, security-related, or out-of-scope issues with complete diagnostics; monitor queues, service levels, backlog, first-contact resolution, reopened tickets, and customer satisfaction.

Requirements

• At least 1 year of experience in a service desk, help desk, desktop support, technical support, customer support, or managed services environment.
• At least 1 year of experience with Microsoft Windows, Microsoft 365 applications, endpoint devices, printers, peripherals, VPN, remote access, and basic network connectivity.
• At least 1 year of experience supporting Outlook, Teams, OneDrive, SharePoint, Exchange Online, Microsoft Entra ID, Microsoft Intune, Active Directory, and multifactor authentication.
• At least 1 year of experience using ServiceNow or a comparable ITSM platform to manage incidents and service requests.
• High School Diploma or GED.
• Ability to work assigned shifts in a 24x7 support environment and follow security, privacy, access, incident, request, knowledge, and acceptable-use policies.
• Applicants must have US work authorization that does not now or in the future require visa sponsorship.

Nice to have

• Ability to accurately follow knowledge articles, scripts, standard operating procedures, security controls, and escalation processes.
• Strong customer-service, communication, active-listening, troubleshooting, documentation, time-management, and organizational skills.
• Ability to manage multiple tickets, meet service-level targets, maintain attention to detail, recognize security concerns, protect confidential information, and escalate suspected incidents.

Culture & Benefits

• Local fixed-duration, project-based work through hirify.global Flex with reduced or eliminated travel demands.
• Medical, dental, vision, and long-term disability coverage, a 401(k) plan, paid time off, and learning resources.
• Work with diverse professionals supporting business transformation and emerging technology initiatives.
• Participation in knowledge transfer, shadowing, reverse shadowing, readiness validation, and assigned 24x7x365 shift coverage.