Tier 2 Service Desk Analyst
About The Position
Summit 7 is a people incubator. Summit 7 employees regularly speak at conferences, and architect environments for Inc. 5000 or top Defense and Aerospace companies. They also write industry leading books. Summit 7 has a history of employing some of the leading Microsoft experts in knowledge management and security. Continuing this practice, the team is comprised today of rock star administrators, developers, and architects that are the guiding voices amongst tech forums and in the board rooms of our clients. Additionally, Summit 7 is in the serious business of protecting the US defense industrial base from cyber threats and helping them meet challenging security and regulatory compliance challenges.
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
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
- 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 process; implement new procedures to improve capabilities
- Act as 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
- Advanced understanding of M365 (Exchange, SharePoint, Teams, OneDrive, Cloud App Security, Intune, Azure Active Directory, etc.)
- Intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, Wi-Fi, switches, security, etc.
- Able to quickly swap tasks to cover escalation and project needs
- Communicates effectively with clients, notifying them of impending changes, ticket progress, and agreed outages
- Resolute dedication to unparalleled customer service
- Fast turnaround of escalated requests
- Ability to work in a team and communicate effectively
- Responsible for entering all time and expenses as they occur
- 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.
- Other duties as assigned
Benefits
- Excellent health/dental benefits from BCBS of Alabama (accepted nationwide through the PPO network)
- See into the future with our luxurious VSP vision benefits
- Prepare for the long-haul courtesy of our 401k with company matching
- Unlimited mobile phone plan
- 10 days' vacation, 7 days sick time
- Bonuses and salary increase potential via our certifications plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
