Service Desk Analyst II

Sentinel Blue is hiring a Service Desk Analyst II for our Service Desk team. This role independently resolves higher-complexity incidents within Service Desk scope, strengthens escalation quality, contributes to incident follow-up and root cause work, and mentors Analyst I staff. You will own issues end-to-end, operate with strong judgment, and reduce avoidable Engineering escalations through clean execution, documentation, and prevention-minded follow-through.

This is a full-time position that is fully remote. Due to the nature of our work, you must be a U.S. citizen with eligibility for a Secret clearance. No exceptions.

A day in the Service Desk Analyst II role: You will own complex tickets in Halo PSA, including advanced identity and Microsoft 365 troubleshooting, Entra ID and authentication issues, moderate Intune configuration and remediation tasks, and higher-scope break/fix work. You may also execute small implementation or project tasks such as Universal Print setup, basic network changes (for example adding a VLAN), or deploying a new WAP or switch in coordination with the team. You will document work with precision, submit change requests when required, contribute to post-incident follow-up, and mentor Analyst I staff.

Responsibilities:

• 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.

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What We Can Offer:

Sentinel Blue is a young company with a focused mission: bringing enterprise-class cybersecurity and IT operations to small and mid-sized organizations. We move quickly, continuously improve our processes, and encourage our team to explore emerging technologies and new approaches to solving problems.

This role offers the opportunity to work in a fast-paced, collaborative environment where your work directly impacts client success and operational maturity. Team members are exposed to a wide range of technologies and environments, and strong performers will find opportunities to expand their technical scope and advance into more senior engineering or leadership roles.

You will be required to achieve a Security+ and Network+ certification within the first 12 months of hire if not already held. Sentinel Blue will cover certification costs and provide paid time to study.

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.

Desired Qualifications

• MSP or MSSP experience supporting multiple client environments.

• Experience with Halo PSA, NinjaOne RMM, Ubiquiti Unifi, Azure, Fortinet, Cisco, and Confluence (or comparable platforms).

• Practical understanding of least privilege, RBAC, audit logging, and disciplined change control.

• Exposure to CMMC, DFARS, NIST SP 800-171, CIS Controls, or similar compliance frameworks.