Service Desk Analyst

Job Description

Job Description

Posting Summary:

Mission Multiplier is seeking a highly motivated, organized, and detail-oriented Service Desk Analyst to support delivery across multiple cybersecurity and compliance-focused engagements, with a particular emphasis on CMMC (Cybersecurity Maturity Model Certification) programs. The Service Desk Analyst is the entry point for Help Desk Support (Tier 1 and 2). This individual will be required to triage, comprehend, research, and work on finding solutions for documented user incidents for the following Microsoft 365 workloads:

• Entra ID

• Exchange Online

• SharePoint Online

• OneDrive

• Intune

• Teams

• Power Platform

• Compliance (Purview)

• Security (Defender)

This person must possess outstanding communication skills, both written and verbal, to ensure timely and appropriate customer follow-up and/or escalation to Level 3 Support. This position can either be onsite in Huntsville, AL or remote.

Job 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.

Required Qualifications:

• Minimum of an Associates Degree OR one (1) year of experience with Microsoft 365 administration, or a combination of education and relevant experience. Bachelor's degree in Computer Science (CS) or Management Information Systems (MIS) from an accredited university preferred.
• CompTIA Security+ Certification preferred.
• 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) preferred.
• Knowledge of Microsoft 365 Security and Governance controls.
• Experience working with Active Directory, DNS, PowerShell, and Entra ID preferred.
• Microsoft 365 GCC High experience preferred.
• PowerShell experience preferred.
• CMMC 2.0 L2 knowledge.
• KnowleNIST 800-53 controls.
• Knowledge of ServiceNow IT Service Management (ITSM) highly desired.
• 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.
• S. Secret clearance or higher is a plus.

Additional Details:

Physical Requirements:

• Prolonged periods of time sitting at a desk and working on a computer.

Supervisory Responsibilities:

• None

Schedule:

• M-F, 8-5

ABOUT MISSION MULTIPLIER

Mission Multiplier is a certified small business headquartered in Huntsville, Alabama. We multiply the impact that clients can make against their mission objectives by providing cybersecurity subject matter expertise and thought leadership. Our goal is to multiply the successes that our clients achieve against their respective missions, while simultaneously enabling the missions of our employees – with the end result of securing and enriching the communities we serve – through the delivery of innovative cybersecurity solutions.

EEO STATEMENT

Mission Multiplier is community-focused first and commits to being an EEO employer. Because of this we do not and will never discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age (40 or older), disability, genetic information, or any other protected class characteristic protected by federal, state, or local law. If you require an accommodation, please email our Human Resources department at [email protected].

BENEFITS

Mission Multiplier offers a wide range of benefits, including:

• 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

JOB DISCLAIMER

This posting does not contain an exhaustive list of job responsibilities. Job responsibilities can and may change between postings or during the course of the job.