IT Operations Analyst 2-3158

The Infrastructure Support Engineer s responsible for providing advanced technical support across the organization's infrastructure environment. This position serves as an escalation point for complex technical issues and supports the day-to-day operation, maintenance, troubleshooting, and improvement of server, cloud, endpoint, identity, and infrastructure services.

The ideal candidate will have strong experience supporting Microsoft enterprise technologies and be comfortable independently troubleshooting issues across multiple infrastructure platforms. This role will also assist with vulnerability remediation, patching, infrastructure upgrades, access management, and other initiatives focused on maintaining a secure and reliable environment.

Key Responsibilities

• Provide Tier 3 / advanced technical support for infrastructure-related incidents and problems.
• Troubleshoot complex issues involving Windows servers, endpoints, networking, authentication, and Microsoft cloud services.
• Support and administer Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and related services.
• Support Microsoft 365 services, including Entra ID, Exchange Online, and related technologies.
• Assist with server and endpoint patching, vulnerability remediation, and security initiatives.
• Support virtual server infrastructure and associated compute and storage platforms.
• Troubleshoot authentication, permissions, connectivity, application, and system performance issues.
• Support endpoint management, software deployment, device configuration, and Windows operating system upgrades.
• Assist with infrastructure upgrades, migrations, implementations, and lifecycle replacement projects.
• Use PowerShell and other scripting/automation tools to improve administrative processes and reduce manual effort.
• Participate in infrastructure monitoring, incident response, root-cause analysis, and problem management.
• Maintain technical documentation, operational procedures, and system configuration information.
• Work with vendors and other IT teams to troubleshoot and resolve infrastructure issues.
• Participate in an On-Call rotation and provide escalation support for critical infrastructure incidents.
• Mentor and provide technical guidance to other members of the infrastructure/support team.

Required Qualifications

• 5+ years of experience supporting enterprise IT infrastructure.
• Strong knowledge of Windows Server and Windows desktop operating systems.
• Experience administering Active Directory, Group Policy, DNS, and DHCP.
• Experience supporting Microsoft 365 and Entra ID.
• Experience supporting virtualized server environments.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, routing, firewalls, and VPN technologies.
• Experience troubleshooting complex infrastructure and application issues.
• Experience with PowerShell or other scripting/automation technologies.
• Understanding of enterprise security practices, vulnerability remediation, patching, and privileged access.
• Strong troubleshooting skills with the ability to independently drive technical issues through resolution.
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience with Azure infrastructure and services.
• Experience with Microsoft Defender and Conditional Access.
• Experience with enterprise backup and disaster recovery solutions.
• Experience with certificate management and PKI.
• Experience supporting SQL Server infrastructure.
• Experience with VMware and Hyper-V.
• Experience working in an environment with formal change management, access management, and audit controls.
• Microsoft, Azure, VMware, or other relevant technical certifications