The Infrastructure Analyst provides advanced technical support and infrastructure services to ensure the reliable operation of PremiStar's technology environment. This role serves as a Level 2 support resource, diagnosing and resolving hardware, software, network, and peripheral issues that cannot be addressed through first-level support. The Infrastructure Analyst works closely with end users, vendors, and internal IT teams to maintain system availability, improve user productivity, and ensure consistent delivery of technology services.
The position supports enterprise desktop technologies, endpoint management, basic network and server administration, Microsoft 365 services, and infrastructure-related troubleshooting activities across PremiStar's operating companies. The Infrastructure Analyst also assists with infrastructure projects, technology deployments, system upgrades, and process improvements while delivering exceptional customer service.
End User Support & Incident Resolution
- Diagnose, troubleshoot, and resolve Level 2 hardware, software, operating system, mobile device, printer, and peripheral issues.
- Provide advanced support for Microsoft Windows, Microsoft 365 applications, Teams, Outlook, and other business-critical applications.
- Investigate and resolve issues escalated from first-level Service Desk personnel.
- Document incidents, service requests, root causes, resolutions, and support activities within the IT service management platform.
- Ensure timely follow-up and communication with end users throughout the incident lifecycle.
Infrastructure & Systems Support
- Support endpoint management technologies including Microsoft Intune, Autopilot, and related device management platforms.
- Assist with workstation deployments, hardware refreshes, software installations, and technology rollouts.
- Support user account administration, permissions management, and access requests within Active Directory and Microsoft Entra ID.
- Participate in infrastructure maintenance activities, system upgrades, patching, and technology implementations.
- Assist in monitoring system performance and identifying opportunities for operational improvements.
Vendor & Service Coordination
- Coordinate service requests, warranty repairs, equipment replacements, and support activities with external vendors and service providers.
- Escalate infrastructure issues to appropriate technical teams, vendors, or third-party support resources when necessary.
- Follow established policies, procedures, and service-level expectations while managing vendor engagements.
Customer Service & Collaboration
- Develop and maintain strong working relationships with end users and business stakeholders.
- Advise users on technology capabilities, limitations, standards, policies, and best practices.
- Deliver prompt and professional support to minimize business disruptions and maximize employee productivity.
- Collaborate with infrastructure, cybersecurity, application, and business teams to resolve technical issues efficiently.
Documentation & Knowledge Sharing
- Maintain accurate technical documentation, knowledge base articles, and support procedures.
- Provide guidance, coaching, and informal training to less-experienced support personnel as needed.
- Contribute to continuous improvement initiatives that enhance service delivery and user experience.
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; or
- Equivalent combination of education and relevant work experience.
- 2-5 years of relevant IT support or infrastructure experience.
- Experience supporting enterprise Microsoft environments
- Experience working in a service desk, desktop support, infrastructure support, or systems administration capacity is highly desirable.
Preferred Experience
- Microsoft Intune and Autopilot
- Microsoft 365 Administration
- Microsoft Teams and Exchange Online
- Active Directory and Entra ID
- Cisco Meraki networking
- Azure Virtual Desktop
- Basic PowerShell scripting
- Endpoint security and device management solutions
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Fundamentals
- Microsoft Endpoint Administrator Associate
- ITIL Foundation
- Demonstrated ability to develop strong business relationships and communicate effectively with users at all organizational levels.
- Strong customer service orientation with a focus on responsiveness and follow-through.
- Excellent verbal and written communication skills.
- Ability to prioritize work, manage multiple tasks, and meet service expectations in a fast-paced environment.
- Strong analytical, organizational, and documentation skills.
- Ability to work independently and collaboratively within a team environment.
- Must be able to sit and/or stand for extended periods of time, use a computer and phone, participate in meetings, and occasionally lift or move standard office or technology equipment.
- This job operates primarily in an office and technology support environment and may occasionally require work in field, branch, data closet, or infrastructure-related environments. The role may require occasional after-hours support, incident response, maintenance windows, travel to operating company locations, and collaboration with remote teams and vendors.
Applicants must be currently authorized to work in the United States on a full-time basis. This position is not eligible for employer visa sponsorship
Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company’s business operations.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees understand the above job description and agree to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at-will employment status. Employees understand the Company reserves the right to delegate, remove, expand or change all responsibilities. Employees acknowledge that he/she can fulfill the above duties with or without reasonable accommodation.