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 Mission Multiplier provides cybersecurity, risk management and management consulting services. It was founded in 2014, and is headquartered in Huntsville, Alabama, USA, with a workforce of 11-50 employees. Its website is