IT Service Desk – Infrastructure Support Analyst

Role Overview

• Provide Tier 1 and Tier 2 technical support for employees through our IT Service Desk.
• Troubleshoot and resolve Windows desktop, laptop, mobile device, and peripheral issues.
• Support Microsoft 365 applications including Outlook, Teams, Office, and OneDrive. Experience or depth in Excel formulas or advanced Office application technologies is a plus.
• Administer user accounts, permissions, and group memberships using Active Directory and Microsoft Entra ID (Azure AD).
• Provision and deploy new user workstations using standardized configuration and automation processes.
• Support printers, scanners, conferencing equipment, and other office technology.
• Troubleshoot wired and wireless networking issues including DNS, DHCP, VPN connectivity, switching, and network access.
• Assist with server administration, system monitoring, backups, patch management, and endpoint security.
• Provide first-line triage and support for internally developed software applications by gathering diagnostics, reproducing issues, documenting findings, and coordinating with software development teams.
• Monitor application health and assist in identifying infrastructure or configuration issues affecting internally developed systems.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Develop and maintain PowerShell or similar automation scripts to streamline IT operations and reduce repetitive tasks.
• Assist with Infrastructure as Code (IaC) initiatives, configuration management, and deployment automation as our environment continues to evolve.
• Participate in IT projects involving infrastructure upgrades, cloud services, cybersecurity, and business application deployments.
• Collaborate with Infrastructure, Network, Security, and Software Development teams to improve system reliability and user experience.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
• 2+ years of experience supporting Windows-based enterprise environments.
• Experience supporting Microsoft 365, Windows 10/11, Active Directory, and enterprise desktop environments.
• Working knowledge of TCP/IP networking, DNS, DHCP, VPNs, and network troubleshooting.
• Experience supporting internally developed or line-of-business applications.
• Familiarity with scripting or automation using PowerShell or similar languages.
• Exposure to virtualization platforms such as VMware or Hyper-V.
• Experience with endpoint management platforms such as Microsoft Intune, MECM/SCCM, or similar solutions is a plus.
• Exposure to cloud platforms (Microsoft Azure or AWS) is beneficial.
• Familiarity with Infrastructure as Code tools such as Terraform, Ansible, or similar technologies is a plus.
• Understanding of ITIL concepts, ticketing systems, and service management best practices.

Tech Stack

• Ansible
• AWS
• Azure
• Cloud
• Cyber Security
• DNS
• Switching
• TCP/IP
• Terraform
• VMware