Summit 7 Service Desk Analyst

Summit 7 Systems • Huntsville, AL

8h • Onsite

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.

Requirements

• Associate or bachelor's degree in computer science or MIS from a reputable institute OR one (1) years 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
• Windows 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
• S. citizen with the ability to pass an extensive background check
• Analysts must work onsite in the office 4-5 days per week
• Onsite presence is required to meet Summit 7's support expectations, collaborate in-person, and provide immediate technical assistance

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
• Resolute dedication to unparalleled customer service.
• Fast turnaround of client requests.
• Ability to work in a team and communicate effectively.
• Ensure requests are routed to the proper resource 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 clients over the phone, on-site, and through emails to resolve all client requests/questions
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree