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Summit 7 · 1 month ago

Tier 2 Service Desk Analyst

United States

Full-time

Remote

Entry, Mid Level

$50K/yr - $60K/yr

1+ years exp

Summit 7 is a people incubator focused on providing support in the defense and aerospace sectors, specializing in knowledge management and security. They are seeking a Tier 2 Service Desk Analyst to provide IT support, document policies, and mentor junior staff while ensuring excellent customer service and technical problem-solving.

Information Technology

No H1B

U.S. Citizen Only

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

Qualification

M365 AdministrationActive Directory AdministrationCompTIA Security+ CertificationWindows 10/11 AdministrationNetwork Technical SupportCustomer Service SkillsTeam CollaborationTechnical Documentation

Required

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

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