Service Desk Analyst

Summit 7 Systems•Remote, AL

30d•$40,000 - $55,000•Onsite

About The Position

Summit 7 is seeking a Service Desk Analyst to provide IT support relating to technical issues involving Microsoft's core business applications and operating systems. This role involves monitoring and supporting Azure Backups, managing various Microsoft cloud services, and providing basic technical support at the network level. The analyst will also handle remote access solutions, monitor system alerts, document changes, and communicate with clients regarding incident progress and changes. The position emphasizes resolute dedication to unparalleled customer service, fast turnaround of requests, and effective communication within a team environment. Continuous education and obtaining industry standard certifications are encouraged to enhance technical knowledge and credibility. The role requires interpreting and discussing information, recommending actions for complex issues, and maintaining a professional attitude with clients via phone, on-site, and email.

Requirements

Associates or bachelor's degree in computer science or MIS from a reputable institute OR two (2) years of IT or related experience.
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
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.

Nice To Haves

Special preference for service desk/desk-side support.
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 Azure 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