IT Infrastructure Technician

Tier 1 Desktop & Operations Support (Primary Responsibility)

• Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
• Provide basic troubleshooting for:
• Windows desktops and laptops
• Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Printers, monitors, docking stations, and peripherals
• Accomplish password resets, account unlocks, and basic access requests following documented procedures.
• Support standard software installations and basic application issues using approved knowledge base articles.
• Accurately document incidents, service requests, and resolutions in the ITSM system.

Ticket Management & Escalation

• Categorize, prioritize, and manage tickets in accordance with defined SLAs.
• Resolve issues within Tier 1 scope and escalate to Tier 2/3 teams when required.
• Communicate clearly with users regarding status, next steps, and resolution expectations.

Network & Infrastructure Exposure

• Monitor network and security systems, including FortiGate firewalls and Cisco Meraki environments.
• Perform basic checks, validations, and documentation updates related to network and infrastructure components.
• Support routine operational tasks such as connectivity verification and device status checks under supervision.
• Escalate abnormal findings or issues to senior infrastructure staff for further investigation.

Security Awareness & Support

• Follow established security best practices in daily operations.
• Support security initiatives by:
• Reporting potential security incidents
• Assisting with basic compliance checks
• Following secure handling procedures for systems and data
• Participate in security awareness and training activities (e.g., Security+ foundational knowledge).

Documentation & Continuous Improvement

• Follow standard operating procedures (SOPs) and IT policies.
• Contribute to knowledge base articles by documenting common issues and resolutions.
• Aid in maintaining accurate asset records and basic technical documentation.
• Escalate recurring issues or trends to senior team members for review.

Collaboration & Professional Development

• Work closely with IT service desk, infrastructure, and operations teams.
• Assist in IT projects by performing assigned tasks under guidance (e.g., device refreshes, migrations, upgrades).
• Demonstrate willingness to learn infrastructure, networking, and security fundamentals.
• Actively develop technical skills toward progression into Tier 2 Infrastructure or Network Support roles.