Summit 7 Service Desk Analyst Tier 2

*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


• Unlimited mobile phone plan


• 10 days' vacation, 7 days sick time


• Bonuses and salary increase potential via our certifications plan

This position is an in-office support role dedicated exclusively to Summit 7 Systems-related incidents, requests, and operational needs. Analysts in this role are expected to work onsite 4-5 days per week and will focus solely on Summit 7-specific environments, users, systems, and processes.

Essential Functions:

• 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 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


• 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.

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


• 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


• S. citizen with the ability to pass an extensive background check


• Onsite presence is required to meet Summit 7's support expectations, collaborate in-person, and provide immediate technical assistance

Optional / Desired

• Azure or Microsoft certifications (AZ-900, MS-900)


• Virtualization technologies: primarily Microsoft AVD


• Network technologies such as TCP/IP, firewalls, SSL VPN appliances, and IPSEC tunneling

Work Conditions

Work is typically performed in an office environment. Must be able to remain in a stationary position for extended periods of time. The person in this position may need to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. May occasionally need to position self to maintain computers, including under the desks and in the server closet. The person in this position frequently communicates with employees and clients. Must be able to exchange accurate information in these solutions.

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.