Position Description

We are looking for a capable IT Support Analyst to join our team. You will be responsible for providing technical support and excellent customer service to Infranet’s customers. Infranet is a growing regional IT Managed Service and Technology Solutions Provider.

The successful applicant will have a sound technical background and customer service experience. Once you join our team, you will provide desktop support as well as Tier I support for servers, networking equipment, and telephony systems. As a first point of contact for new IT issues, you will have excellent problem-solving, customer service skills, and a strong sense of urgency so that issues are resolved in a timely manner to minimize downtime.

Major Duties and Responsibilities

• Build and maintain positive, constructive relationships with clients through IT Support
• Provide direct technical assistance to clients utilizing remote support tools or in-person
• Configure, install, and maintain client specific hardware, network, and applications
• Provide escalation support for Client Support Specialists
• Assist with upgrades and integrations
• Identify opportunities to enhance end-user experience
• Document time, customer correspondence, root causes and resolutions
• Assist account managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipment
• Engage external support vendors as needed
• Provide customer feedback to the appropriate internal teams, including sales, accounting, and project management

Position Requirements

• AS degree or equivalent work experience (Required)
• 2+ years working experience in desktop support (Required)
• CompTIA A+ , Network+, Security+, or Microsoft MTA (Preferred)

Knowledge, Skills, and Abilities

• Hardware (laptop, mobile device, printer, copier, projector, video conference) (Required)
• Must possess strong organization and time management skills with a strong customer service mindset (Required)
• Windows OS, Mac OS, Microsoft Office 365, mobile devices (Required)
• Maintain a strong working knowledge of technical products and solutions (Required)
• Networking fundamentals (Preferred)
• Virtualization fundamentals (VMware, Hyper-V) (Preferred)
• Microsoft Azure (Servers and / or Services) (Preferred)
• Storage platform and hardware (Dell EMC) (Preferred)
• Telephony platform (Cisco UC) (Preferred)
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Strong analytic and problem-solving abilities (Required)
• High level of self-motivation and a willingness to take responsibility (Required)

Personal skills

• Effective interpersonal and relationship-building skills (Required)
• Demonstrated high degree of professionalism, responsibility, and dependability (Required)
• Works well in a team-oriented, collaborative environment on complex projects (Required)
• Ability to complete individual tasks independently (Required)
• Ability to prioritize tasks (Required)
• Excellent written and verbal communication skills, including presentation skills (Required)