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IT Infrastructure Analyst

The IT Infrastructure Analyst is responsible for monitoring the Infrastructure ticket queue, providing expert support for end users, and troubleshooting of infrastructure hardware and software. The Infrastructure Analyst is also responsible for finding a resolution for end users in a professional, accurate and timely manner or gathering all the required information to be escalated to the appropriate teams. The IT Infrastructure Analyst will work closely with other members of the Infrastructure team and the C1 Service Desk.
Essential Functions
Works independently to resolve trouble tickets
Records, classifies, prioritizes all incoming customer incidents and endures proper data collection, complete incident documentation, and prompt updates
Troubleshoots issues based on standard operation procedure, and follow up with 3rd party manufactures, vendor, suppliers and telecom on behalf of customers to resolve incident
Maintains and improves customer satisfaction, experience and confidence through sustainable, scalable and available service delivery operations
Escalates incident as necessary internally or to 3rd party bases on contracted
Schedules on-site dispatch for internal or 3rd party resources
Creates knowledgebase articles as needed
Supports Infrastructure services and projects as needed
Must participate in IT on-call rotation
Maintains consistent communications with all parties including customers, internal resources, and 3rd party and coordinate activities as needed
Required Qualifications
Previous experience with IT help desk software
Knowledge of domain services including DHCP, DNS, Active Directory
Understanding of MS Exchange administration
Troubleshooting server level issues
Troubleshooting network connectivity issues
Understanding of remote access/VPN
Understanding of server anti-virus, windows updates, server monitoring
Desired/Preferred Qualifications
Industry Certifications such as MCSE, CCNA
Supervisory Responsibility
None
Travel
Less than 10%
Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by ConvergeOne.
EEO Statement
ConvergeOne provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
The IT Infrastructure Analyst is responsible for monitoring the Infrastructure ticket queue, providing expert support for end users, and troubleshooting of infrastructure hardware and software. The Infrastructure Analyst is also responsible for finding a resolution for end users in a professional, accurate and timely manner or gathering all the required information to be escalated to the appropriate teams. The IT Infrastructure Analyst will work closely with other members of the Infrastructure team and the C1 Service Desk.
Essential Functions
Works independently to resolve trouble tickets
Records, classifies, prioritizes all incoming customer incidents and endures proper data collection, complete incident documentation, and prompt updates
Troubleshoots issues based on standard operation procedure, and follow up with 3rd party manufactures, vendor, suppliers and telecom on behalf of customers to resolve incident
Maintains and improves customer satisfaction, experience and confidence through sustainable, scalable and available service delivery operations
Escalates incident as necessary internally or to 3rd party bases on contracted
Schedules on-site dispatch for internal or 3rd party resources
Creates knowledgebase articles as needed
Supports Infrastructure services and projects as needed
Must participate in IT on-call rotation
Maintains consistent communications with all parties including customers, internal resources, and 3rd party and coordinate activities as needed
Required Qualifications
Previous experience with IT help desk software
Knowledge of domain services including DHCP, DNS, Active Directory
Understanding of MS Exchange administration
Troubleshooting server level issues
Troubleshooting network connectivity issues
Understanding of remote access/VPN
Understanding of server anti-virus, windows updates, server monitoring
Desired/Preferred Qualifications
Industry Certifications such as MCSE, CCNA
Supervisory Responsibility
None
Travel
Less than 10%
Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by ConvergeOne.
EEO Statement
ConvergeOne provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

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