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

Role Description

The primary job scope will be supporting a Managed CUI Enclave.

• Troubleshooting knowledge and understanding of Azure Virtual Desktop (AVD) and VMs within Azure.
• Advanced understanding of M365 applications (Exchange, SharePoint, Teams, OneDrive, etc.).
• Document new and existing policies and procedures.
• 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.
• 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.

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 or ability to obtain within 30 days.
• Candidate must be open to any shift, on-call rotations, and potential weekend work to support a 24/7 operation.
• Office 365 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.
• U.S. citizen with the ability to pass an extensive background check.

Optional / Desired

• Azure or Microsoft certifications (AZ-900, MS-900).
• Virtualization technologies: primarily Microsoft AVD and VMWare VCP.

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.
• 10 days' vacation, 7 days sick time.
• Bonuses and salary increase potential via our certifications plan.

Company Description

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.