[Hiring] Tier 2 Service Desk Analyst @Summit 7 Systems

Role Description

This position requires U.S. citizenship and the ability to successfully pass an in-depth background check.

• 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; 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

Additional responsibilities include, but are not limited to:

• 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

Qualifications

• 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.

Optional / Desired

• 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

Benefits

• Excellent health benefits from BCBS
• Smile brighter with Ameritas dental
• See into the future with our luxurious VSP vision benefits
• Prepare for the long-haul courtesy of our 401k with company matching
• 10 days' vacation, 7 days sick time
• Bonuses and salary increase potential via our certifications plan