Service Desk Analyst II
Sentinel Blue
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $55,000 - $65,000 per year
About the role
- Independently resolve complex incidents within Service Desk scope, owning tickets end-to-end with strong documentation and verification.
- Provide escalation support to Analyst I staff and ensure escalations meet SOP standards, including clear context, troubleshooting steps performed, urgency, and client impact.
- Troubleshoot advanced identity, access, and authentication issues, including Entra ID and more complex SSO scenarios.
- Execute Intune work within defined guardrails, including configuration changes and remediation aligned to SOP and change control processes.
- Support more advanced networking-related tickets beyond Analyst I basics within defined scope and standards.
- Perform limited implementation and project work aligned to SOP, validating outcomes and documenting results.
- Submit change requests when required and execute approved changes within scope, including validation and rollback awareness.
- Contribute to post-incident follow-up and structured root cause analysis for material incidents and recurring issues, with a focus on prevention.
- Produce and maintain troubleshooting guides, SOPs, and Confluence knowledge base articles used by Analyst I and II staff.
- Use automation to reduce repeat work, including adapting existing scripts and leveraging RMM workflows; may also write limited PowerShell or Microsoft Graph automation when appropriate.
- Maintain audit-ready ticket records with traceability, identity verification, authorization chains, and documented change activity where required.
- Mentor Analyst I staff through coaching, ticket review, and reinforcement of documentation and escalation standards.
Requirements
- U.S. citizenship and eligibility for a Secret clearance.
- 4+ years of experience in IT support, service desk, or technical support roles, ideally within a multi-client or managed services environment.
- Demonstrated ability to troubleshoot and resolve higher-complexity technical issues with minimal oversight.
- Strong working knowledge of Entra ID, Intune, and Microsoft 365 administration in production environments.
- Clear written and verbal communication skills, including client-facing interaction.
- Strong ticket hygiene and documentation discipline, including screenshots when appropriate and closure notes verifying resolution.
- CompTIA Security+ certification required within 6 months of hire if not already held.
Benefits
- Sentinel Blue will cover certification costs and provide paid time to study.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingincident resolutionidentity access managementSSOIntunePowerShellMicrosoft Graphchange controlroot cause analysisautomation
Soft Skills
documentationcoachingcommunicationmentoringticket hygieneclient interactionproblem-solvingattention to detailescalation managementcollaboration
Certifications
CompTIA Security+