Infrastructure Agent - Information Technology - Service Desk
Listed on 2026-07-27
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IT/Tech
IT Support, Systems Administrator, Network Administrator
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.
Job Description
Posted Monday, July 13, 2026 at 6:00 AM
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.
Knowledge, Skills, And Abilities
Perform other job-related duties and responsibilities as assigned.
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 ), 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…
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