IT Infrastructure Specialist, ACES Technology Services

IT Infrastructure Specialist or Senior IT Infrastructure Specialist, ACES Technology Services College of ACES, University of Illinois Urbana-Champaign

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Provides the daily, operational support for infrastructure used by ACES Technology Services service offerings. Works closely across the organization with application, service and system administrators to ensure supported infrastructure meets current and planned service needs and adheres to ACES Technology Services processes. Responsible for support of unit or college-level infrastructure, including management of system and server infrastructure, both on-premises and through cloud providers.

Manage day-to-day IT infrastructure operations

• Support all components of IT infrastructure: cloud technology (e.g., VMWare, AWS), physical/virtual servers (e.g., Linux, Windows Server), storage/network attached storage (NAS) (e.g., Compellent, Windows DFS), and security (e.g., firewall configurations, campus security compliance).
• Monitor application and system performance, tracks metrics, collects and analyzes logs (e.g., Intermapper, Nagios).
• Resolve escalated infrastructure problems identified by IT Professionals via ticketing system.
• Independently analyze and isolate application issues and perform problem resolution.
• Communicate with vendors or other third parties using predefined methods for ticket submission, support, and enhancement requests.
• Adhere to interoperability standards and best practices as adopted by the organization.
• Maintain detailed documentation of cloud technology, server, storage, and security best practices including regular reports on outstanding known errors and workarounds.
• Provide technical support including installation, patching, upgrading, monitoring, knowledge documentation, and troubleshooting.
• Work some evening/weekend hours and respond to on-call emergency requests.

• Identify opportunities to automate workloads to improve performance, reduce costs, reduce maintenance, and help improve self-service capabilities.
• Develop resolutions that consider cloud capacity and limitations, operating time, and form of desired result.
• Plan for disaster recovery and business continuity as deemed appropriate to the visibility, importance, and risk factors of the IT service.
• Research, coordinate, and apply information systems solutions, decision-making, and capacity planning to align with current and future technology.
• Participate in IT service requirements gathering and analysis.
• Participate in IT service projects of defined scope with shifting priorities and schedules.
• Participate in continuing education and training and complete certifications, as appropriate.
• Generate analysis documents of technical issues.
• Understand the applicable processes and procedures of the organization and make recommendations in the continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements.

• Act as an advocate for ACES Technology Services’ customers in service planning and deployment across the organization.
• Communicate regularly with stakeholders.
• Coordinate with IT professionals at all levels to assist in service administration and implementation.
• Provide end-user instruction and knowledgebase articles.
• Resolve customer satisfaction issues.

• Support all components of IT infrastructure: virtualization and cloud technology (e.g. VMware, AWS), physical/virtual servers (e.g. Linux, Windows Server), storage/network attached storage (SAN or…