Service Desk Analyst II

Summit 7 Systems

12d • $50,000 - $70,000 • Remote

About The Position

The Service Desk Analyst II (Level 2 Support) is the escalation point for Level 1 Support. This individual will be required to triage, comprehend, research, and work on finding solutions for documented user incidents for the following Microsoft 365 workloads:
Entra ID
Exchange Online
SharePoint Online
OneDrive
Intune
Teams
Power Platform
Compliance (Purview)
Security (Defender)
Furthermore, this person must possess outstanding communication skills, both written and verbal, to ensure timely and appropriate customer follow-up and/or escalation to Level 3 Support.

Requirements

• Either an associates or a bachelor's degree in Computer Science (CS) or Management Information Systems (MIS) from a reputable institute, or a minimum of three (3) years of experience with Microsoft 365 administration, or a combination of education and relevant experience.
• CompTIA Security+ Certification is required
• Knowledge of Microsoft 365 Security and Governance controls.
• Ability to work independently and a strong desire for personal and professional development.
• Incredible customer service skills.
• Experience working with Active Directory, DNS, PowerShell, and Entra ID.
• All candidates MUST BE a U.S. citizen with the ability to pass an extensive background check. Proof of citizenship and eligibility to work must be provided immediately upon hire. Failure to provide required documents will be cause for termination of employment until such time that the documents are provided.
• Background investigation is required.
• Any offer of employment is contingent upon the results of a reference/background check.
• Pre-employment drug screening is required as we are a drug and alcohol-free workplace.

Nice To Haves

• Microsoft Credentials
• MS-900: Microsoft 365 Fundamentals
• MD-102: Endpoint Administrator
• MS-721: Collaboration Communications Systems Engineer
• MS-102: Microsoft 365 Administrator
• SC-900: Microsoft Security, Compliance, and Identity Fundamentals
• SC-400: Administering Information Protection and Compliance in Microsoft 365
• Microsoft 365 GCC High experience.
• PowerShell experience.
• CMMC 2.0 L2 knowledge.
• NIST 800-53 knowledge.
• Knowledge of ServiceNow IT Service Management (ITSM) highly desired.
• SECRET clearance or higher is a plus.

Responsibilities

• Provide technical support and troubleshooting for Microsoft 365 workloads.
• Monitor central ticketing system to guarantee prompt resolution of technical support issues within the specified Service Level Agreement (SLA).
• Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT Management Services (ITSM).
• Stay updated with the latest features, updates, and best practices of Microsoft 365.
• Perform in-depth troubleshooting for incidents escalated by Level 1 Support.
• Escalate complex or unresolved incidents to senior analysts or Microsoft support teams.
• Document and report incidents and resolutions using service desk software and tools.
• Communication with clients as required; keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Unwavering commitment to delivering exceptional customer service.
• Educate users on how to use Microsoft 365 effectively and efficiently.
• Ability to collaborate and communicate effectively with a team.
• Ensure requests are directed to the appropriate resource for prompt and efficient resolution.
• Responsible for timely and accurate entry of all time and expenses.
• Continuous learning, development, and enhancement of technical knowledge and credibility through industry standard certifications.
• Strengthening customer relationships.
• Analyze and communicate information with others and regularly provide advice and recommend actions involving complex issues.
• Demonstrate professional attitude with client over the phone and through emails to resolve all client requests/questions.

Benefits

• Enjoy premium health and dental via Blue Cross and Blue Shield of Alabama (BCBSAL) that is accepted nationwide through the PPO network.
• Vision Service Plan (VSP) for eye care and eyewear.
• Retirement savings plan with employer contribution.
• Enjoy 10 days of paid vacation and 7 days of paid sick time per year.
• Eligibility for performance bonuses and salary progression through our certification program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree