Service Desk Analyst - Cleared Delivery

Summit 7 Systems•Warrenton, VA

5d•Onsite

About The Position

Summit 7 is seeking a Service Desk Analyst to join their Cleared Delivery team. This full-time, exempt position is based in Virginia and requires an active TS/SCI with Poly clearance. The role involves providing IT support for Microsoft's core business applications and operating systems, monitoring backups, managing various Microsoft cloud services, and offering basic network and remote access support. The analyst will monitor system alerts, document changes, and communicate with clients regarding incident progress and planned outages. The position emphasizes unparalleled customer service, fast turnaround times, effective communication, and timely escalation of service requests. Continuous education and professional development are also key aspects of the role.

Requirements

Associate or bachelor's degree in computer science or MIS from a reputable institute OR two (2) years of IT or related experience.
Special preference for service desk/desk side support.
CompTIA Security+ Certification
Candidate must be open to any shift, on-call rotations, and potential weekend work to support a 24/7 operation.
Office 365 Administration
Windows 10/11 Administration
Incredible 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
Active Top Secret eligibility determination and adjudication (clearance)

Nice To Haves

Network+ Certification
ConnectWise and Kaseya Knowledge
Windows Server 2008R2, 2012R2, 2016 Administration
Virtualization technologies: primarily Microsoft and VMWare
VCP and/or Cisco CCNA
Network technologies such as TCP/IP, firewalls, SSL VPN appliances, and IPSEC tunneling
Microsoft MCSE

Responsibilities

IT support relating to technical issues involving Microsoft's core business applications and operating systems
Monitoring and support of Backups
Management of Exchange Online, SharePoint Online, Teams, OneDrive for Business, Cloud App Security, Intune, and Azure Active Directory
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, Wi-Fi, and security
Basic remote access solution support: IPSEC & SSL VPN, Remote Desktop Services, etc.
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
Consistently documenting changes and updates to client environments
Communication with clients as required; keeping them informed of incident progress, notifying them of impending changes, and agreed outages
Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests appropriately
Responsible for entering all time and expenses as they occur
Continuous education, expansion, and refinement of technical knowledge, and credibility through industry standard certifications
Enhancing customer relations
Interpret and discuss information with others and regularly provide and recommend actions involving complex issues
Demonstrate professional attitude with client over the phone, on-site, and through emails to resolve all client requests/questions
Other duties as assigned