Summit 7 Service Desk Analyst Tier 2
About The Position
This position is an in-office support role dedicated exclusively to Summit 7 Systems-related incidents, requests, and operational needs. Analysts in this role are expected to work onsite 4-5 days per week and will focus solely on Summit 7-specific environments, users, systems, and processes. The role involves IT support for technical issues involving Microsoft's core business applications and operating systems, documenting policies and procedures, identifying and implementing process improvements, acting as a liaison between engineers and tier 1 technicians, creating knowledge base articles, and training/mentoring junior staff. It requires an advanced understanding of M365, intermediate network-level support, the ability to multitask, effective client communication, and a dedication to customer service. Additional responsibilities include fast turnaround of escalated requests, teamwork, time and expense tracking, continuous learning and professional development, interpreting and discussing information, and maintaining a professional attitude.
Requirements
- Associate or bachelor's degree in computer science or MIS from a reputable institute OR at least one (1) year of IT or related experience. Special preference for service desk/desk side support.
- CompTIA Security+ Certification or ability to obtain within 30 days
- Candidate must be open to any shift, on-call rotations, and potential weekend work to support a 24/7 operation
- Office 365 Administration
- Active Directory and Azure Active Directory Administration
- Windows 10/11 Administration
- Excellent customer service skills
- Ability to work independently and a strong desire for personal and professional development
- Ability to identify and evaluate trends in industry best practices and policies
- U.S. citizen with the ability to pass an extensive background check
- Onsite presence is required to meet Summit 7's support expectations, collaborate in-person, and provide immediate technical assistance
Nice To Haves
- Azure or Microsoft certifications (AZ-900, MS-900)
- Virtualization technologies: primarily Microsoft AVD
- Network technologies such as TCP/IP, firewalls, SSL VPN appliances, and IPSEC tunneling
Responsibilities
- IT support relating to technical issues involving Microsoft's core business applications and operating systems
- Document new and existing Policies, Procedures, and Network Diagrams
- Identify gaps and faults in existing process; implement new procedures to improve capabilities
- Act as liaison between highly technical engineers and less technical tier 1 technicians
- Create easy to follow knowledge base articles that solve complex technical problems
- Train and mentor junior staff
- Able to quickly swap tasks to cover escalation and project needs
- Communicates effectively with clients, notifying them of impending changes, ticket progress, and agreed outages
- Resolute dedication to unparalleled customer service
- Fast turnaround of escalated requests.
- Ability to work in a team and communicate effectively.
- Responsible for entering all time and expenses as they occur.
- Continuous education, expansion, and refinement of technical knowledge, and credibility through industry standard certifications
- Interpret and discuss information with others and regularly provide and recommend actions involving complex issues.
- Demonstrate professional attitude with clients and team members and enhance relationships.
- Other duties as assigned.
Benefits
- Excellent health/dental benefits from BCBS of Alabama (accepted nationwide through the PPO network)
- VSP vision benefits
- 401k with company matching
- Unlimited mobile phone plan
- 10 days' vacation
- 7 days sick time
- Bonuses and salary increase potential via our certifications plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
