Tier 2 Service Desk Analyst

Summit 7 Systems

5d•Onsite

About The Position

Summit 7 is seeking a Tier 2 Service Desk Analyst to join their team. This role is crucial in protecting the US defense industrial base from cyber threats, fostering thought leadership, and creating growth opportunities. The company emphasizes that the work goes beyond day-to-day projects and that employees are valued as individuals with lives outside of work. Summit 7 invests in meaningful health and welfare benefits for its employees.

Requirements

Associate or bachelor's degree in computer science or MIS from a reputable institute OR at least one (1) year 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
Active Directory and Azure Active Directory Administration
Windows 10/11 Administration
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.
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.

Nice To Haves

Azure or Microsoft certifications (AZ-900, MS-900)
ConnectWise Manage and Automate Knowledge
Windows Server 2012R2, 2016, 2022 Administration
Virtualization technologies: primarily Microsoft AVD and VMWare VCP
Network technologies such as TCP/IP, firewalls, SSL VPN appliances, and IPSEC tunneling

Responsibilities

Provide IT support relating to technical issues involving Microsoft's core business applications and operating systems.
Document new and existing Policies, Procedures, and Network Diagrams.
Identify gaps and faults in existing processes and implement new procedures to improve capabilities.
Act as a liaison between highly technical engineers and less technical tier 1 technicians.
Create easy-to-follow knowledge base articles that solve complex technical problems.
Train and mentor junior staff.
Provide advanced understanding of M365 (Exchange, SharePoint, Teams, OneDrive, Cloud App Security, Intune, Azure Active Directory, etc.).
Provide intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, Wi-Fi, switches, security, etc.
Quickly swap tasks to cover escalation and project needs.
Communicate effectively with clients, notifying them of impending changes, ticket progress, and agreed outages.
Demonstrate resolute dedication to unparalleled customer service.
Provide fast turnaround of escalated requests.
Enter all time and expenses as they occur.
Engage in continuous education, expansion, and refinement of technical knowledge, and credibility through industry standard certifications.
Interpret and discuss information with others and regularly provide and recommend actions involving complex issues.
Demonstrate professional attitude with clients and team members and enhance relationships.
Perform other duties as assigned.