Senior Service Desk Analyst (Microsoft 365)

Location: Hybrid in the Chicago metro area, with 1–2 days per week on-site in Evanston, Illinois. Shift coverage is assigned between 7:00 am and 7:00 pm CST, with additional 24x7x365, after-hours, escalation, and on-call coverage as assigned. Applicants must have US work authorization that does not now or in the future require visa sponsorship.

Hourly salary range: $45–$50, depending on location, role, skills, and experience.

Company

hirify.global is a global professional services company helping businesses, governments, and other organizations build digital capabilities, optimize operations, and deliver technology-led transformation.

What you will do

• Investigate and resolve escalated Level 2 incidents and service requests across Microsoft 365, Windows endpoints, identity, access, networking, remote access, and enterprise applications.
• Administer Microsoft 365 services including Exchange Online, shared mailboxes, Teams, SharePoint, OneDrive, licenses, delegation, and distribution lists.
• Manage and troubleshoot Intune, Windows Autopilot, JAMF, device enrollment, application deployment, endpoint configurations, compliance, remote lock or wipe, and approved endpoint actions.
• Support Entra ID, Active Directory, role-based access, joiner–mover–leaver activities, conditional access, multifactor authentication, privileged identity management, and least-privilege controls.
• Own complex tickets, support Priority 1 and Priority 2 incidents and Major Incident communications, coordinate recovery, and collaborate with engineering teams, application owners, clients, vendors, and resolver groups.
• Create and maintain knowledge content, analyze service metrics and recurring incidents, implement approved automation and process improvements, and support reporting, governance, change planning, and continuous improvement.

Requirements

• Associate's Degree.
• At least 3 years of experience in service desk, desktop support, endpoint engineering, Microsoft 365 administration, or managed services.
• At least 3 years of experience providing Level 2 support and resolving complex incidents across Microsoft 365, Windows endpoints, identity, access, endpoint management, VPN, remote access, and enterprise applications.
• At least 2 years of experience with ServiceNow or a comparable ITSM platform, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Active Directory, Exchange Online, Teams, SharePoint Online, OneDrive, and endpoint security controls.

Nice to have

• Experience with device compliance, multifactor authentication, conditional access, encryption, role-based access, and least-privilege practices.
• Strong diagnostic, analytical, documentation, customer communication, incident ownership, and stakeholder coordination skills.
• Ability to prioritize escalations, work independently, mentor Level 1 engineers, follow change controls, and operate in a 24x7 support environment.
• ITIL Foundation certification and Microsoft credentials such as Endpoint Administrator Associate or Teams Administrator Associate.
• Experience with JAMF, remote-support tooling, monitoring integrations, reporting dashboards, scripting, workflow automation, managed service provider operations, Major Incidents, and globally distributed users.

Culture & Benefits

• Full-time hirify.global Flex employment with local, fixed-duration, project-based work.
• Work with diverse hirify.global professionals and client organizations on business transformation and emerging technology initiatives.
• Medical, dental, vision, and long-term disability coverage, a 401(k) plan, paid time off, competitive rewards, and learning resources.
• Local metro-area project work is designed to reduce or eliminate extensive travel.
• Participation in shift, after-hours, escalation, and on-call coverage is required as assigned.