Service Desk Analyst

Mission Multiplier is a certified small business headquartered in Huntsville, Alabama. They are seeking a highly motivated Service Desk Analyst to support delivery across multiple cybersecurity and compliance-focused engagements, particularly CMMC programs, by providing technical support for Microsoft 365 workloads.

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) highly desired
• 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