Tier 2 Service Desk Analyst (IKE Enclave)
About The Position
The Tier 2 Service Desk Analyst supports a Managed Enclave, providing advanced troubleshooting and customer support across Azure Virtual Desktop (AVD), Azure virtual machines, and Microsoft 365 applications, including Exchange, SharePoint, Teams, and OneDrive. The role documents and improves policies and procedures, identifies process gaps, and creates clear knowledge base articles that explain solutions to complex technical problems. The analyst also serves as a liaison between technical engineers and Tier 1 technicians, and trains and mentors junior staff. The position involves responding quickly to escalated requests, shifting tasks to cover escalations and project needs, and communicating with clients about changes, ticket progress, and scheduled outages. The analyst is expected to provide excellent customer service, collaborate effectively, record time and expenses as they occur, and continually develop technical knowledge and credibility through industry-standard certifications. The role supports a 24/7 operation and requires openness to any shift, on-call rotations, and potential weekend work.
Requirements
- Associate or bachelor's degree in computer science or MIS from a reputable institute, or at least one year of IT or related experience; service desk or desk-side support experience is preferred.
- CompTIA Security+ certification, or ability to obtain it within 30 days.
- Open to any shift, on-call rotations, and potential weekend work to support a 24/7 operation.
- Office 365 administration skills.
- Windows 10/11 administration skills.
- Excellent 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.
- U.S. citizen with the ability to pass an extensive background check.
Nice To Haves
- Azure or Microsoft certifications, such as AZ-900 or MS-900.
- Experience with virtualization technologies, primarily Microsoft AVD and VMware VCP.
Responsibilities
- Support a Managed Enclave.
- Troubleshoot Azure Virtual Desktop (AVD) and virtual machines within Azure.
- Support Microsoft 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
- Document new and existing policies and procedures.
- Identify gaps and faults in existing processes and implement procedures to improve capabilities.
- Act as a liaison between technical engineers and Tier 1 technicians.
- Create easy-to-follow knowledge base articles that address complex technical problems.
- Train and mentor junior staff.
- Shift tasks as needed to cover escalations and project needs.
- Communicate with clients about impending changes, ticket progress, and agreed outages.
- Provide fast turnaround on escalated requests.
- Work effectively with a team and communicate effectively.
- Enter time and expenses as they occur.
- Continuously expand and refine technical knowledge and credibility through industry-standard certifications.
- Interpret and discuss information, and provide and recommend actions involving complex issues.
- Maintain a professional attitude with clients and team members and enhance relationships.
- Perform other duties as assigned.
Benefits
- Health and dental benefits through BCBS of Alabama, with nationwide acceptance through the PPO network.
- VSP vision benefits.
- 401(k) with company matching.
- 10 days of vacation and 7 days of sick time.
- Bonuses and salary increase potential through the certifications plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
