Tier 2 Service Desk Analyst (IKE Enclave)

Summit7; Alabama; Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health/dental benefits

Vision benefits

401k with company match

Vacation and sick leave

Certifications bonus program

Job summary

Summit 7 Systems, LLC is hiring a Tier 2 Service Desk Analyst to support a CUI Enclave in Huntsville, AL with remote options. You will troubleshoot Azure Virtual Desktop and Azure VMs, manage M365 apps, and document procedures for the team.

Required qualifications include an associate or bachelor’s degree in CS or MIS or equivalent IT experience, plus Security+ or ability to obtain within 30 days. Willingness to cover 24/7 shifts and pass a background check is essential.

Qualifications

• Associate or bachelor's degree in computer science or MIS or 1 year IT experience.
• Security+ certification or ability to obtain within 30 days.
• Open to shift, on-call rotations, weekends for 24/7 operation.
• Familiar with Office 365 Administration and Windows 10/11.
• U.S. citizen able to pass a background check.

Responsibilities

• Support a Managed Enclave and key services.
• Troubleshoot Azure Virtual Desktop and Azure VMs.
• Deep knowledge of M365 apps (Exchange, SharePoint, Teams, OneDrive).
• Document policies and create knowledge base articles.
• Mentor junior staff and coordinate with engineers.

Skills

Customer service

Team communication

Problem solving

Education

Associate or Bachelor's degree in CS or MIS

Tools

Office 365 Administration

Windows 10/11 Administration

Job description

Position Title: Tier 2 Service Desk Analyst- CUI Enclave

Position Type: Full-Time / Exempt

Clearance: None

Location: Huntsville, AL / Remote

Salary*: $50,000 - $60,000

*Dependent upon qualifications

• 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

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.

Essential Functions

• Primary job scope will be supporting a Managed 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 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
• 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.

Requirements

• 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.
• 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

Summit 7 Systems, LLC 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.