Support Analyst (contract)

Support Analyst (Contract) Please note that this is a contract role providing services to Microsoft through external staffing partners of Allegis Global Solutions. If you are selected for this role, you will be employed by AGS and will not be an employee of Microsoft. Summary The Support Analyst will monitor the health of the global IT breakfix ticket queue, perform manual prioritizations, and identify unhealthy queue conditions such as backlog growth or aging tickets in Breakfix operations. This role is part of the IT Process and Standards (ITPS) team and works closely with the Project Manager, Datacenter Operations (DC Ops), and Breakfix partners to review prioritization escalations, execute manual override requests, and provide data-driven insights for queue improvement plans. The analyst ensures timely responses to escalations, supports SLA commitments, and helps maintain customer expectations during periods of high demand. Job Responsibilities • Monitor global IT breakfix ticket queue health and identify trends indicating unhealthy conditions (e.g., backlog growth, aging tickets). • Analyze ticket status using Power BI and other tools to provide actionable insights. • Alert ITPS, DC Ops, and stakeholders when queue trends require intervention, enabling proactive management. • Review breakfix escalations from Engineering Groups and provide timely responses. • Assess and execute manual override requests for breakfix tickets to maintain prioritization integrity. • Coordinate with DC Ops and Breakfix partners to resolve escalations and reduce backlog. • Work with the Project Manager to review prioritization escalations and align on improvement plans. • Provide data analysis and reporting to DC Ops and leadership to support decision-making. • Communicate queue health status and escalation outcomes to stakeholders. • Assist in adjusting resource allocation during peak demand periods (e.g., GPU service spikes). • Help ensure coverage for incident management and escalations. • Support implementation of scalable ticket management processes to maintain business continuity and SLA compliance. • Maintain healthy breakfix ticket queues by proactively managing escalations and overrides. • Support restoration of services during peak demand to meet SLA targets and customer expectations. • Enable early detection and resolution of queue bottlenecks to prevent incidents and maintain operational capacity. • Contribute to scalable, efficient ticket management processes that build partner trust and ensure consistent delivery. Requirements • Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). • 3–5 years of experience in IT operations, service management, or support roles. • At least 3 years experience in delivering technology and business solutions in hyperscale, mission-critical datacenter operations. • Strong analytical skills with proficiency in Power BI, and data visualization tools • Ability to manage competing priorities in a fast-paced, dynamic environment. • Excellent communication and collaboration skills for cross-functional engagement. • Familiarity with IT service management processes and ticketing systems. Additional Details • Location: Remote • Duration: 7 months • Pay Range • : $23 - 26 per hour • Weekly Schedule: 40 hours • Job Status: Non-Exempt • Application Deadline: Apply within 72 hours of the posting date to ensure consideration. This Role Is Eligible For The Following Benefits • Medical, dental & vision • Hospital plans • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents) • Company paid short and long-term disability • Health & Dependent Care Spending Accounts (HSA & DCFSA) • Employee Assistance Program • Time Off/Leave(PTO, Allegis Group Paid Family Leave, Parental Leave Benefits are subject to change and may be subject to specific elections, plan, or program terms. AGS is an Equal Opportunity Employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email accommodation@allegisglobalsolutions.com for other accommodation options. In accordance with the Immigration Reform and Control Act of 1986, employment is contingent upon verification of identity and authorization to work in the United States. All persons hired will be required to complete Form I-9 and provide acceptable documentation as required by law. Please note that we may use artificial intelligence (AI) tools to screen, assess, or select applicants for this position. These tools may analyze application materials and assist our team in identifying candidates whose qualifications best match the requirements of the role. If you have questions about our use of AI in the hiring process, or would like more information, please contact us. • We reserve the right to pay above or below the posted wage based on factors unrelated to protected classifications. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.