Service Desk Analyst - Cleared Delivery

Summit 7 Systems•Herndon, VA

8d•$50,000 - $65,000•Onsite

About The Position

Summit 7 is hiring a full-time, exempt Service Desk Analyst to provide technical support for Microsoft business applications and operating systems, cloud services, networks, remote access solutions, and backups. The role supports a 24/7 operation and requires openness to any shift, on-call rotations, and potential weekend work. The position is located in Virginia and requires an active TS/SCI with Poly clearance. The salary range is $50,000–$65,000 plus incentive, dependent upon qualifications. The analyst monitors service alerts, responds to requests and incidents, documents client-environment changes, and communicates incident progress and planned changes to clients. The role also emphasizes customer service, efficient request routing and escalation, teamwork, accurate time and expense reporting, and ongoing technical learning and certification. Work is typically performed in an office environment and involves extended computer use and occasional movement around the office to access equipment or maintain computers.

Requirements

Associate or bachelor's degree in computer science or MIS from a reputable institute, or two years of IT or related experience; service desk or desk-side support experience is specially preferred.
CompTIA Security+ certification.
Active Top Secret eligibility determination and adjudication (clearance); the position listing specifies TS/SCI with Poly active.
Office 365 administration knowledge.
Windows 10/11 administration knowledge.
Strong 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.
Must be open to any shift, on-call rotations, and potential weekend work to support a 24/7 operation.

Nice To Haves

Network+ certification.
Knowledge of ConnectWise and Kaseya.
Windows Server 2008R2, 2012R2, or 2016 administration experience.
Knowledge of virtualization technologies, primarily Microsoft and VMware; VCP and/or Cisco CCNA.
Knowledge of network technologies such as TCP/IP, firewalls, SSL VPN appliances, and IPSEC tunneling.
Microsoft MCSE.

Responsibilities

Provide IT support for technical issues involving Microsoft core business applications and operating systems.
Monitor and support backups.
Manage Exchange Online, SharePoint Online, Teams, OneDrive for Business, Cloud App Security, Intune, and Azure Active Directory.
Provide basic technical support for WAN and LAN connectivity, routers, firewalls, Wi-Fi, and security.
Provide basic support for remote access solutions, including IPSEC and SSL VPN and Remote Desktop Services.
Monitor remote monitoring and management system alerts and notifications and respond through service tickets.
Consistently document changes and updates to client environments.
Communicate with clients about incident progress, impending changes, and agreed outages.
Deliver customer service and respond to client requests promptly.
Work effectively as part of a team and communicate effectively.
Route requests to appropriate resources and escalate service requests as needed.
Enter time and expenses as they occur.
Continue developing and refining technical knowledge and credibility through industry-standard certifications.
Enhance customer relations and discuss information with others, including recommending actions on complex issues.
Maintain a professional attitude with clients by phone, on-site, and through email while resolving requests and questions.
Perform other duties as assigned.