Infrastructure Support Analyst I

Infrastructure Support Analyst I

An Infrastructure Support Analyst I is responsible for providing on-site and remote helpdesk support for the Dallas corporate office along with remote branches, properties and construction sites, providing an outstanding support experience while handling support requests with workstations, networks, printers, tablet, mobile devices, and supported software. The overall standard is to successfully complete each service request completely to the user's satisfaction within the defined SLA. As part of the IT Support team, an Infrastructure Support Analyst I is responsible for providing front end high-level technical support to all end users and 3rd party contracted technicians.

Essential Functions/Responsibilities

• Provide excellent customer service supporting MS core products and operating systems, common web browsers and other office applications such as Adobe Acrobat and or Bluebeam Revu along with the end users local network to support necessary access for these products

• Take ownership of assigned IT Support issues and including but not limited to:

  • Answering phones, responding to tickets and emails.

  • Gathering information and creating service tickets in Service Now

  • Applying proper priorities on issues and working escalations from other teams

  • Mentoring peers while monitoring the overall Service Desk queue

• Participate in an on-call rotation. To meet business needs, some evenings or weekends may be required.

• Accurately enter all work as service tickets into Service Now, providing thorough details on issue, the actions and expected next steps appropriate for both team and end user consumption

• Provide advanced remote access support for services such as VPN, remote desktop services, file server access and web applications

• Assist with system imaging for provisioning end user equipment such as laptops and tablets

• Reviews infrastructure documentation and updates end user documentation

• Procurement of Hardware and software for end users

• All other duties as assigned

Education and/or Experience

• 4 years of Helpdesk or related IT Support experience

• Knowledge and ability to support Microsoft core business applications and operating systems.

• Experience with network switches, routers, firewalls and wireless access points preferred.

• Working knowledge of Office 365 and/or Exchange administration tasks

• CompTIA A+ and Networking+ preferred

Skills/Specialized Knowledge

• Ability to travel to other MCRT offices and properties

• Willingness and ability to learn and research independently

• Self-motivated with the ability to multi-task and adapt in a fast-paced environment

• Professional verbal and written interpersonal communication skills

• Proficient typing skills to ensure prompt and accurate service ticket updates

• Understanding of basic networking fundamentals

• Strong diagnostic troubleshooting and analytical problem solving skills

• Maintain flexibility and creativity in a variety of situations

• Strong organizational and time management skills, consistently sets goals and meets deadlines

• Working knowledge of Microsoft Outlook, Word, Excel and accounting software systems.

About the Benefits of Joining the Mill Creek Team

• Competitive compensation

• Comprehensive medical, dental and vision

• Employer sponsored short and long term disability, Life and ADD insurance

• 401k with employer matching

• Paid time off benefits: Vacation, Sick, Holidays

Mill Creek is an Equal Opportunity Employer

Are you ready to contribute to the success of Mill Creek Residential? If so, apply today and become part of an organization that believes in uncompromising integrity, celebrating successes, continuous improvement, and working hard, smart and together!