Service Desk Analyst
Mission Multiplier is seeking a highly motivated, organized, and detail-oriented Service Desk Analyst to support delivery across multiple cybersecurity and compliance-focused engagements. The Service Desk Analyst will provide technical support for Microsoft 365 workloads and ensure timely resolution of user incidents while maintaining communication with clients.
Responsibilities
- Provide technical support and troubleshooting for Microsoft 365 workloads
- Monitor central ticketing system to guarantee prompt resolution of technical support issues within the specified Service Level Agreement (SLA)
- Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT Management Services (ITSM)
- Stay updated with the latest features, updates, and best practices of Microsoft 365
- Perform in-depth troubleshooting for incidents escalated by Level 1 Support
- Escalate complex or unresolved incidents to senior analysts or Microsoft support teams
- Document and report incidents and resolutions using service desk software and tools
- Communication with clients as required; keeping them informed of incident progress, notifying them of impending changes, and agreed outages
- Educate users on how to use Microsoft 365 effectively and efficiently
- Ensure requests are directed to the appropriate resource for prompt and efficient resolution
- Responsible for timely and accurate entry of all time and expenses
- Continuous learning, development, and enhancement of technical knowledge and credibility through industry standard certifications
- Strengthening customer relationships
- Analyze and communicate information with others and regularly provide advice and recommend actions involving complex issues
Skills
- Minimum of an Associates Degree OR one (1) year of experience with Microsoft 365 administration, or a combination of education and relevant experience
- Ability to work independently and a strong desire for personal and professional development
- Incredible customer service skills
- Ability to collaborate and communicate effectively with a team
- Must be able to pass a background investigation
- Bachelor's degree in Computer Science (CS) or Management Information Systems (MIS) from an accredited university
- CompTIA Security+ Certification
- Microsoft certifications (MS-900: Microsoft 365 Fundamentals, MD-102: Endpoint Administrator, MS-721: Collaboration Communications Systems Engineer, MS-102: Microsoft 365 Administrator, SC-900: Microsoft Security, Compliance, and Identity Fundamentals, SC-400: Administering Information Protection and Compliance in Microsoft 365)
- Knowledge of Microsoft 365 Security and Governance controls
- Experience working with Active Directory, DNS, PowerShell, and Entra ID
- Microsoft 365 GCC High experience
- PowerShell experience
- CMMC 2.0 L2 knowledge
- Knowledge of NIST 800-53 controls
- Knowledge of ServiceNow IT Service Management (ITSM)
- S. Secret clearance or higher is a plus
Benefits
- Group Life Insurance
- Voluntary Life/AD&D Insurance
- Medical Insurance
- Secondary/GAP Insurance
- Dental Coverage
- Vision Coverage
- Short-Term Disability Insurance
- Long-Term Disability Insurance
- Accident Insurance
- Critical Illness Insurance
- 401k (w/ employer match) after six (6) months of continuous service
Company Overview