Infrastructure Agent - Information Technology - Service Desk

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.

This position exercises no supervision.

• 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.
• Contribute to a growing knowledge base by documenting troubleshooting steps, solutions, and procedures.

• Assist in onboarding and training new technicians by sharing 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.

• 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 ), 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.

• 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.
• Apply 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.

• 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 elevate…