Service Desk Analyst - Cleared Delivery

Summit 7 Systems•Herndon, VA

6d•Onsite

About The Position

Summit 7 is hiring a Service Desk Analyst to provide technical support to clients and help protect the U.S. defense industrial base from cyber threats. The role supports Microsoft business applications and operating systems, cloud services, networks, remote access solutions, and backup systems. It also involves monitoring and responding to service alerts, documenting client-environment changes, and keeping clients informed about incidents, changes, and outages. The analyst is expected to deliver strong customer service, respond promptly to client requests, route and escalate requests appropriately, and communicate professionally by phone, on-site, and email. The position also requires accurate, timely entry of time and expenses and ongoing development of technical knowledge through education and industry certifications. The role supports a 24/7 operation; candidates must be open to any shift, on-call rotations, and potential weekend work. Work is typically performed in an office environment. The position requires extended periods in a stationary position, frequent computer use and communication, occasional movement around the office, and occasional positioning to maintain computers, including under desks or in a server closet.

Requirements

Associate or bachelor's degree in computer science or MIS from a reputable institute, or two years of IT or related experience.
CompTIA Security+ certification.
Active Top Secret eligibility determination and adjudication (clearance).
Open to any shift, on-call rotations, and potential weekend work supporting a 24/7 operation.
Knowledge of Office 365 administration.
Knowledge of Windows 10/11 administration.
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.

Nice To Haves

Service desk or desk-side support experience is specially preferred.
Network+ certification.
Knowledge of ConnectWise and Kaseya.
Knowledge of Windows Server 2008R2, 2012R2, and 2016 administration.
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's 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 network-level 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.
Document changes and updates to client environments.
Communicate with clients about incident progress, impending changes, and agreed outages.
Deliver customer service and respond promptly to client requests.
Route requests to the appropriate resource and escalate service requests as needed.
Enter time and expenses as they occur.
Continuously develop and refine technical knowledge and credibility through education and industry-standard certifications.
Enhance customer relations and discuss information with others, including recommending actions involving complex issues.
Resolve client requests and questions professionally by phone, on-site, and through email.
Perform other duties as assigned.