Service Desk Analyst II

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🕒 March 19

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Sentinel Blue

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔒 Cybersecurity

📋 Compliance

🏛️ Government

Cybersecurity • Compliance • Government

Sentinel Blue is a cybersecurity services firm based in Warrenton, VA, offering comprehensive cybersecurity solutions tailored to small and medium-sized businesses. The company specializes in fully managed cybersecurity services, compliance advisory, and Gov Cloud solutions, ensuring organizations are protected and compliant with industry standards. Utilizing best-in-class technologies like Microsoft Sentinel, Azure Government, and Zero Trust frameworks, Sentinel Blue provides services such as virtual CISO and CIO roles, security operations centers, and extended detection and response. The company is committed to enhancing its clients' cybersecurity maturity and regulatory compliance, particularly focusing on CMMC and risk assessments. Sentinel Blue prides itself on its core values of emerging technology leadership, excellence, and a client-centric approach.

📋 Description

• 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.