Service Desk Analyst

MetroStar Systems is looking for a Service Desk Analyst that is passionate about people, technology, and driving customer satisfaction in support of a public cloud environment. If you want to join a company that values your technical knowledge, insight, and leadership capabilities, we want you to work for MetroStar!

Our team is responsible for operating and maintaining multiple public cloud environments and public websites, while maintaining adherence to schedule and scope requirements. Come be a game changer and join our team!

Don’t meet every single Must Have?  Studies have shown that women, people of color and the LGBTQ+ community are less likely to apply to jobs unless they meet every single qualification.  At MetroStar we are dedicated to building a diverse, inclusive, and authentic culture, so if you’re excited about this role, but your previous experience doesn’t align perfectly with every qualification in the job description, we encourage you to go ahead and apply.  We pride ourselves on making great matches, and you may be the perfect match for this role or another one we have. Best of luck! – The MetroStar People & Culture Team

You're a great fit if:

• You are a detail-oriented, analytical person, with excellent communication skills (verbal and written), and strong organization and presentation skills.
• You have a passional for people and driving customer goal achievement, and propensity for building customer relationships and trust.
• You have experience establishing customer service policies and practices.
• You are a problem solver, able to drive and assist in the resolution of technical problems.
• You have experience working with technical staff, customers, and senior-level staff with composure and manage expectations.

You'll love our position if: (This is the stuff you MUST have to be a fit)

• You have a BA/BS in Computer Science, Information Systems, Engineering, or a related field.
• You have five (5) years of experience leading a Service Desk.
• You have five (5) years of experience working closely with clients, technicians, and managerial staff.
• Strong understanding of IAM architectures and solutions, including Microsoft Active Directory management, Azure AD, PAM, RBAC, SSO, MFA, LDAP, and Identity Lifecycle Management
• Ability to obtain a Public Trust clearance.

We'll REALLY love you if: (This is the bonus stuff that makes you stand out)

• Technical certifications (e.g., ITIL, Security +, Microsoft, RHEL, and/or AWS).
• You have experience working with Cloud environments and production customer workloads, including AWS.
• You have experience with the security assessment and authorization process, and security requirements aligned with DISA Security Technical Implementation Guides (STIGs), FISMA, NIST and/or FedRAMP compliance.
• You can easily communicate recommendations and issues to senior-level staff to influence decisions that support the cloud environment’s overall strategic plan.

What your day will look like:

• You'll develop, cultivate, and manage customer relationships and the customer experience within the public cloud environment as the Customer Success Manager.
• You’ll analyze problems affecting multiple customers and forecast what those trends mean for future technology improvements.
• You’ll monitor the Tier 2 Queue for ticket assignments and provide provisioning of AD accounts, Password Resets.
• You’ll prepare reports for daily/weekly/monthly and after-action reports to report on outages.

The Admin Stuff:  In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

The Legal Stuff:  MetroStar Systems is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of MetroStar Systems.