Service Desk Analyst

Summit7; Huntsville (AL); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401k with company matching

Vacation time (10 days)

Sick time (7 days)

Bonuses and certifications

Job summary

Summit 7 Systems is hiring a Service Desk Analyst to provide IT support for Microsoft core apps and OS, manage Azure backups, and administer cloud services like Exchange Online, SharePoint Online, and Teams.

You will monitor networks, assist with remote access, and document changes while communicating with clients about incidents and outages. A background in customer service and security+ certification are preferred.

Qualifications

• Associates or bachelor's degree in computer science or MIS from a reputable institute OR two (2) years of IT or related experience.
• 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
• Windows 10/11 Administration

Responsibilities

• IT support relating to technical issues involving Microsoft's core business applications and operating systems
• 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.
• Monitor the remote monitoring and management system alerts and notifications and respond 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

Skills

IT support

Customer service

Communication

Teamwork

Education

Bachelor's degree in CS or MIS

Tools

Office 365 Administration

Windows 10/11 Administration

ConnectWise

Kaseya

Job description

Title: Service Desk Analyst

Salary*: $40,000 - $55,000

*Dependent upon qualifications

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

Summit 7 is here to rise above the ordinary. The work we do here goes far beyond day-to-day projects - it further protects the US defense industrial base from cyber threats, fosters thought leadership, and creates growth opportunities. Our support staff, sales team and technicians are all coming together to make a difference. We also recognize that you're a person with life beyond work, that's why we invest in these meaningful health and welfare benefits:

• Excellent health benefits from BCBS
• Smile brighter with Ameritas dental benefits
• 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

We do cool work here, defying expectations by simply being who we are - each of us makes an impact.

Essential Functions:

• IT support relating to technical issues involving Microsoft's core business applications and operating systems
• 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.
• Monitor the remote monitoring and management system alerts and notifications and respond 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

Requirements

• 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
• 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
• 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. Failure to provide required documents will be cause for termination of employment until such time that the documents are provided.

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

Summit 7 Systems is an equal opportunity/ affirmative action employer and an alcohol and drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Summit 7 Systems requires background checks. Any offer of employment is contingent upon the results of a reference/background check. We are a drug and alcohol-free workplace and require pre-employment drug screening.