[Hiring] Service Desk Analyst @Summit 7 Systems

Role Description

The Service Desk Analyst position involves providing IT support related to technical issues involving Microsoft's core business applications and operating systems. Key responsibilities include:

• 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.
• Monitoring the remote monitoring and management system alerts and notifications and responding 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

Additional responsibilities include, but are not limited to:

• 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 in order 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 client over the phone, on-site, and through emails to resolve all client requests/questions
• Other duties as assigned

Qualifications

• Associates or bachelor's degree in computer science or MIS from a reputable institute OR two (2) years of IT or related experience. Special preference for service desk/desk-side support.
• CompTIA Security+ Certification
• 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
• 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.

Requirements

• Open to any shift, on-call rotations, and potential weekend work to support a 24/7 operation
• Office 365 Administration
• Windows 10/11 Administration

Optional / Desired

• Network+ Certification
• ConnectWise and Kaseya Knowledge
• Windows Server 2008R2, 2012R2, 2016 Administration
• Virtualization technologies: primarily Microsoft and VMWare VCP and/or Cisco CCNA
• Network technologies such as TCP/IP, firewalls, SSL VPN appliances, and IPSEC tunneling
• Microsoft MCSE

Benefits

• Excellent health benefits from BCBS
• Ameritas dental benefits
• VSP vision benefits
• 401k with company matching
• 10 days' vacation, 7 days sick time
• Bonuses and salary increase potential via our certifications plan