Summit 7 Service Desk Analyst

Summit 7 Service Desk Analyst

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 include:

• 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, One Drive 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 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 clients over the phone, on-site, and through emails to resolve all client requests/questions
• Other duties as assigned

Requirements:

• Associate or bachelor's degree in computer science or MIS from a reputable institute OR one (1) years 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 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
• S. citizen with the ability to pass an extensive background check
• Analysts must work onsite in the office 4-5 days per week
• Onsite presence is required to meet Summit 7's support expectations, collaborate in-person, and provide immediate technical assistance

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 with these solutions.

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.