Infrastructure Support Analyst

Reports to VP, Information Technology.

About the role

The Infrastructure Support Analyst provides first-level and intermediate technical support for the organization's IT infrastructure across corporate and senior living community locations. This role assists with maintaining the availability, performance, and security of technology systems that support resident care, business operations, and employee productivity. The Infrastructure Support Analyst works closely with IT team members and end users to resolve technical issues, support infrastructure initiatives, and ensure a high level of customer service.

Responsibilities

• Provide day-to-day support for servers, workstations, networking equipment, and cloud-based services.
• Respond to and resolve infrastructure-related service requests and support tickets.
• Assist with administration and support of Microsoft 365, Active Directory, and endpoint management solutions.
• Troubleshoot hardware, software, network, printing, and connectivity issues.
• Perform routine system maintenance, software updates, and patch deployment activities.
• Monitor system alerts and escalate issues to senior infrastructure team members as appropriate.
• Support user account management, access provisioning, and password resets.
• Assist with backup monitoring and recovery processes.
• Document technical issues, resolutions, and standard operating procedures.
• Coordinate with vendors and service providers to support issue resolution.
• Assist with installation, configuration, and deployment of new hardware and technology solutions.
• Support technology initiatives for community openings, acquisitions, and equipment refresh projects.
• Maintain inventory records for technology assets and equipment.
• Provide technical assistance and customer support to corporate and community users.
• Perform additional duties and responsibilities as assigned.

Requirements

• Associate degree in Information Technology, Computer Science, Information Systems, or related field; equivalent combination of education and experience may be considered.
• 0-2 years of experience in an IT support, help desk, desktop support, or infrastructure support role.
• Basic understanding of Windows operating systems, Microsoft 365, and Active Directory.
• Experience troubleshooting hardware, software, mobile device, and connectivity issues.
• Basic knowledge of networking concepts including TCP/IP, DNS, DHCP, wireless networking, and VPN connectivity.
• Strong customer service orientation and commitment to delivering timely support.
• Effective written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Ability to manage multiple priorities and work effectively in a team environment.
• Willingness to participate in occasional after-hours support activities.

Preferred Qualifications

• Experience supporting multi-site organizations.
• Exposure to Microsoft Azure, virtualization technologies, or cloud-based platforms.
• Knowledge of endpoint management and device deployment tools.
• Familiarity with IT security best practices and data protection principles.
• Experience supporting healthcare, senior living, hospitality, or similarly regulated environments.
• Relevant industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals certifications.

Benefits

• Medical, dental, and life insurance
• Disability coverage
• 401(K) with company match
• Paid parental leave
• Competitive pay and vacation time
• Ongoing career development and advancement opportunities
• Charity and community involvement

Pay

Estimated salary: $66,000 - $82,000

Schedule

Occasional after-hours support activities required. Travel frequency: 0-10%.