IT Infrastructure & Support Analyst

About the role

The Technical Analyst II provides efficient, timely, and responsive technical support to associates, ensuring reliable operation of end-user systems, network infrastructure, and enterprise applications. This position supports both on-site operations (including distribution/warehouse environments) and remote users, delivering a combination of deskside, infrastructure, and project-based technical support.

Responsibilities

• Provide daily technical support to on-site (distribution/warehouse) and remote associates, including troubleshooting hardware, software, network, and mobile device issues
• Respond to and resolve incidents and service requests in accordance with established service levels using tools such as ServiceNow
• Image and deploy desktops and laptops using enterprise tools (e.g., SCCM, JAMF), including installation of approved software
• Perform PC and device refresh activities, including setup, migration, and post-deployment support
• Configure and support peripherals and network-connected devices, including printers and multifunction devices
• Support wired and wireless network environments, including basic troubleshooting and coordination with network engineering teams
• Affiliate with third-party vendors for equipment installation, maintenance, quoting, and project execution
• Participate in infrastructure and site-based projects, including remote project support across multiple locations
• Support operational and administrative activities including:
• Managing asset inventory and spare equipment pools
• Maintaining accuracy of infrastructure and device records in systems such as ServiceNow
• Supporting compliance activities, audits, and documentation updates (e.g., network diagrams, asset tracking)
• Assisting in planning and execution of site refresh cycles (network, printers, PCs)
• Maintaining clear and accurate technical documentation using standard tools (e.g., Word, Excel, Visio)
• Collaborate with internal teams, vendors, and stakeholders to ensure effective issue resolution and service delivery
• Participate in a 24/7 on-call support rotation to support business-critical systems and site operations
• Identify opportunities to improve service delivery, site stability, and operational efficiency

Requirements

• Hands-on experience supporting network infrastructure, devices, and end-user systems
• Experience installing, configuring, and maintaining hardware, software, and network components
• Ability to troubleshoot and resolve PC/Mac and connectivity-related issues
• Experience supporting site-based implementations and providing post-deployment support
• Exposure to working with network/Wi-Fi vendors and supporting infrastructure updates
• Ability to manage multiple priorities and work independently with general guidance
• Strong customer service mindset with effective communication and collaboration skills
• Flexibility to support after-hours work, on-call rotation, and periodic travel
• Ability to lift and move IT equipment and maintain reliable transportation
• Experience with device imaging and deployment tools (e.g., SCCM, JAMF)
• Experience with Microsoft Office 365
• Understanding of RF and basic network/security technologies

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent work experience
• 2+ years of progressively responsible experience in IT support, infrastructure support, or a related field
• 2+ years of experience supporting WAN, LAN, and wireless networking technologies, including Cisco routers and switches and enterprise Wi-Fi (e.g., Extreme Networks)
• Hands-on experience supporting end-user computing environments, including PC/Mac hardware and software (Windows and Apple/Mac)
• Experience with device imaging and software deployment tools (e.g., SCCM, JAMF)

Preferred Qualifications

• Avaya/Cisco IP-tel / VOIP experience a plus
• Experience in supporting Distribution and Supply Chain/Warehousing infrastructure environments