IT Analyst II – Regional IT Infrastructure

Responsibilities

• Compiling and developing documentation to create a knowledge base for software and hardware supported by the Delivery & Support team
• Supporting daily operations for the Regional Infrastructure team within North America with extended support globally
• Assisting other analyst(s) within the global domain function IT with day‑to‑day activities related to the procurement, deployment, and operational support of standard hardware and software offerings
• Providing first‑ and second‑level support for services provided through the Delivery & Support team
• Providing hardware and software patch management
• Adhering to global IT standards and coordinating related activities with global IT teams
• Developing working relationships with internal and external business partners
• Maintaining technical knowledge by attending educational workshops, formal training, reviewing professional publications, establishing and expanding professional networks, and participating in professional societies
• Performing other duties as assigned

• Associate’s Degree, technical certification(s), or equivalent IT experience
• 3+ years of experience in the IT field encompassing a majority of the following areas – Dell & HP Server Hardware, Microsoft Server Operating Systems, Active Directory, VMWare vSphere, Server patch management update processes, Linux operating systems, Security concepts and implementation (NTFS, O/S hardening, etc.), shared storage systems, and advanced server hardware concepts (clustering, etc.), Juniper and/or Cisco networking or 3+ years of experience providing customer support and resolution regarding technical issues
• Strong understanding of Cisco and Juniper (preferably Juniper) networking hardware, concepts, installation, configuration, and troubleshooting
• Proficient understanding of Dell & HP server hardware concepts, installation, configuration, and troubleshooting
• Ability to install, configure, operate, and maintain Operating Systems including Windows Server 2012/2016/2019/2022, VMware ESXi, & SLES, & Ubuntu
• General knowledge of IT concepts, best practices, and commonly used procedures
• Proven analytical abilities in addition to strong troubleshooting and diagnostic skills, and ability to diagnose performance issues and tune system performance
• Ability to work independently in a fast paced, high-volume environment and communicate technical concepts, information, and service‑related topics with cross‑functional teams and all levels of personnel and management
• Ability/willingness to travel up to 50%, and ability/willingness to meet flexible schedule arrangements per customer requirements (i.e. off‑shifts, on‑call)
• Must be authorized to work in the United States without sponsorship now, or in the future

Demonstrates expertise in IT support and operations, with a strong focus on hardware and software management, including Dell & HP server hardware, Microsoft Server Operating Systems, and networking concepts. Proven ability to troubleshoot and resolve technical issues while maintaining effective communication with cross‑functional teams.

• Technical Certification
• Associate’s Degree

• VMware vSphere
• Active Directory
• Juniper Networking
• Cisco Networking