Infrastructure and Application Support Analyst

The Infrastructure and Application Support Analyst is responsible for maintaining, monitoring, and supporting the organization’s server infrastructure, network environment, and enterprise applications. This role serves as the highest level of technical escalation (Level 3) for the Help Desk and provides expert troubleshooting, root cause analysis, and problem resolution for complex infrastructure and application-related issues. They work closely with business stakeholders, vendors, and IT team members to ensure system reliability, network performance, security compliance, and application availability while delivering exceptional customer service.

Day in the Life:

• Systems Administration

• Administer and support Windows server and virtualization environments.
• Manage Intune policy and Entra related services.
• Manage Microsoft Azure and other hosting services
• Manage Exchange Online services
• Monitor system performance, availability, and capacity.
• Perform server upgrades, patch management, and routine maintenance.
• Manage backup and disaster recovery systems and processes.
• Assist with cybersecurity initiatives, vulnerability remediation, and compliance requirements.

Network Administration

• Support and maintain LAN, WAN, wireless, VPN, and cloud networking environments.
• Configure and troubleshoot switches, routers, firewalls, and network security appliances.
• Monitor network performance and proactively address issues affecting reliability and availability.
• Participate in network design, implementation, and documentation efforts.
• Collaborate with vendors and service providers to resolve connectivity issues.

Application Support (Level 3 Escalation)

• Serve as the final escalation point for complex Help Desk incidents and service requests.
• Diagnose and resolve advanced application, integration, and system performance issues.
• Collaborate with business units and software vendors to resolve application defects and operational concerns.
• Perform root cause analysis and develop permanent corrective actions.
• Support application upgrades, testing, deployments, and change management activities.
• Create and maintain application support documentation, knowledge base articles, and troubleshooting procedures.
• Participate in after-hours support as required for critical system issues.

Help Desk Leadership and Collaboration

• Provide technical guidance and mentoring to Help Desk and junior IT staff.
• Assist in developing support processes, standards, and service-level objectives.
• Review incident trends and recommend solutions to improve service delivery.
• Participate in IT projects and technology initiatives.
• Ensure proper documentation of incidents, changes, and resolutions.

Other duties as assigned

• Degree in Information Technology desired.
• Strong knowledge of Microsoft Windows Server environments.
• Experience with Microsoft Entra, Intune, Exchange, Azure, or equivalent cloud technologies.
• Experience supporting enterprise networking technologies including firewalls, switches, routers, and wireless networks.
• Experience with ITSM/ticketing platforms.
• 2+ years’ experience in Level II or higher support.
• Advanced troubleshooting and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to communicate professionally with a focus on customer service.
• Self-starter with proven track record of initiative and follow through on projects.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to sit and stand; occasionally required to walk, stoop, kneel and crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.