GENERAL DESCRIPTION
Under the direction of the Division Manager - Service Desk, responsible for supporting and maintaining IT infrastructure, with a focus on servers, storage systems, and application monitoring. This role involves assisting in the administration of Windows servers, ensuring system availability, and troubleshooting issues related to enterprise applications, virtualized environments, and storage solutions. The agent will work closely with senior IT staff to support system operations, monitor performance, and implement improvements to optimize infrastructure reliability.
SUPERVISION EXERCISED
This position exercises no supervision.
IMPORTANT AND ESSENTIAL DUTIES
Act as the first point of contact for IT service requests and incidents related to infrastructure and cloud services.
Troubleshoot and resolve technical issues involving Active Directory, servers, storage, Microsoft M365, and basic networking.
Support Windows-based environments, including workstations, remote desktops, and virtualized platforms.
Assist with patch management, endpoint security, and device compliance policies.
Document troubleshooting steps, knowledge base articles, and resolution procedures.
Collaborate with senior IT staff to support infrastructure maintenance, system updates, and cloud migrations.
Provide hands-on guidance during issue resolution to help team members develop technical skills.
Document troubleshooting steps, solutions, and procedures to contribute to a growing knowledge base.
OTHER JOB-RELATED DUTIES
Assist in onboarding and training new technicians by sharing the best practices and troubleshooting techniques.
Assist in generating reports on Service Desk performance, ticket trends, and IT asset usage.
Assist in managing Microsoft 365, including Exchange, and One Drive.
Perform other job-related duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:
Fundamentals of IT systems, including hardware, software, and edge equipment.
Networking concepts (e.g., TCP/IP, DNS, VLANs) for troubleshooting and edge connectivity.
Active Directory, Microsoft 365, and related technologies.
Microsoft M365 & Active Directory: user, group, permissions, security, and distribution group management.
DNS, DHCP, TCP/IP and basic network troubleshooting.
Edge computing, IoT devices, and related trends.
Automation tools and their application in IT service operations.
Root cause analysis techniques for resolving infrastructure and edge equipment issues.
Tools for monitoring system health and identifying performance bottlenecks.
Microsoft 365 Admin portal, Azure Active Directory (Entra ID), and Exchange online.
Incident, problem, and change management process for ITIL Framework.
Endpoint Management: Supporting Windows 10 and 11, Microsoft Intune, and Mobile Device Management.
Skill to:
Clearly document troubleshooting steps and resolutions for knowledge base articles.
Communicate effectively with end users to explain technical solutions in non-technical terms.
Escalate complex issues appropriately while ensuring users receive timely updates.
Diagnose and resolve technical issues with edge equipment and infrastructure.
Root cause analysis and decision-making skills to minimize downtime.
Support Azure AD and On-premises Active Directory.
Diagnose and resolve basic infrastructure-related technical issues.
Analyze performance data to identify trends and inform decision-making.
Develop strategies to improve service delivery and infrastructure management.
Stay ahead of industry trends and adapt strategies to incorporate new technologies and practices.
Anticipate challenges and proactively develop solutions.
Understand and address team members' concerns to maintain morale and engagement.
Manage emotions and remain composed during high-pressure situations.
Deliver exceptional service to internal and external stakeholders.
Handle escalations and resolve user issues promptly.
Ability to:
Diagnose and resolve technical issues related to IT infrastructure, including Microsoft 365, Active Directory, networking, and cloud services.
Learn and adapt quickly to new and evolving technologies, tools, and IT processes.
Work independently to troubleshoot and resolve common IT problems while knowing when to escalate complex issues.
Prioritize and manage multiple service requests efficiently in a fast-paced environment.
Follow IT policies, security guidelines, and compliance requirements to maintain system integrity and user security.
Collaborate with team members and other IT professionals to resolve issues and improve overall IT support operations.
Provide excellent customer service by maintaining a positive and professional attitude when assisting end users.
Analyze patterns in IT issues to identify recurring problems and recommend long-term solutions.
Utilize remote support tools to troubleshoot and resolve issues for users working offsite or in different locations.
Use PowerShell or other scripting tools to automate simple administrative tasks (if applicable).
Follow change management processes when making updates or modifications to infrastructure systems.
Work with ticketing systems to track, update, and close service requests and incidents in an organized manner.
Understand basic networking concepts to assist with connectivity issues, VPN troubleshooting, and device configurations.
Support Windows-based environments and assist users with system updates, patching, and compliance checks.
Experience and Training Guidelines:
Experience:
Two (2) years of experience in IT, with a focus on infrastructure and/or service desk operations is required.
Experience working with edge equipment and their associated configurations and maintenance is required.
Hands on experience with Windows environments, endpoint troubleshooting, and cloud services is preferred.
Experience working with IT service management (ITSM) tools is preferred.
Education/Training:
Associates or Bachelors degree in Computer Science, Information Technology, or equivalent experience preferred.
License or Certificate:
A valid Texas driver's license: the ability to obtain one within ninety (90) days of employment, or a military waiver is preferred.
Certifications in CompTIA Cloud+, CompTIA IT Fundamentals, CompTIA A+, IT Asset Management, or equivalent certification are preferred.
Special Requirements:
Essential duties require the following physical skills and work environment:
With or without accommodation, the "X" indicates the overall strength demand of the position during a typical workday:
___ Sedentary - lifting of no more than 10 pounds
X Light - lifting no more than 20 pounds; carrying up to 10 pounds
___ Medium - lifting no more than 50 pounds; carrying up to 25 pounds
___ Heavy - lifting no more than 100 pounds; carrying up to 50 pounds
___ Very Heavy - team lifting over 100 pounds; carrying more than 50 pounds
Physical Demand Codes: The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:
Codes for how often:
N = No
E = Extensive (100 - 70% of the time)
M = Moderate (60 - 30% of the time)
I = Infrequent (20 - 10% of the time)
A = Almost Never (<10% of the time)
Code / Task
I Standing
E Sitting
I Walking
I Lifting
I Carrying
I Pushing/Pulling
I Overhead Work
A Fine Dexterity
A Kneeling
A Crouching
A Crawling
A Bending
A Twisting
A Climbing
A Balancing
E Vision
M Hearing
E Talking
_ Other: ___