IT Analyst, Infrastructure and OperationsNew York, NY | Hybrid | Full-Time
Position OverviewWe're looking for an
IT Analyst, Infrastructure and Operations to join our Information Technology team. In this role, you'll serve as the first point of contact for IT support, providing technical assistance to end-users and helping ensure reliable technology operations across the organization. You'll work closely with employees, IT team members, and external partners to troubleshoot technical issues, maintain IT services, and deliver a seamless user experience.
What You'll Do- Serve as the first-level support contact for IT issues through phone, email, and ticketing systems.
- Troubleshoot hardware, software, network, and application-related issues for end-users.
- Log, track, and resolve incidents and service requests within the IT service management (ITSM) system while following ITIL best practices.
- Provide remote and onsite technical assistance to minimize disruptions to business operations.
- Escalate complex technical issues to Level 2 Engineers or Infrastructure teams as needed.
- Install, configure, and troubleshooting workstations, peripherals, and software applications.
- Assist with user account management, password resets, and access permissions in accordance with IT security policies.
- Perform routine maintenance tasks, including system updates, patch management, and hardware diagnostics.
- Deliver professional and customer-focused technical support while ensuring a positive end-user experience.
- Communicate technical solutions clearly to non-technical users and provide guidance on IT tools and resources.
- Maintain accurate documentation, including troubleshooting procedures, common issues, and knowledge base articles.
- Assist with monitoring IT systems and services to proactively identify potential issues and support continuous improvement initiatives.
What You'll BringRequired:- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 3-5 years of experience in an IT service desk, technical support, or similar IT role.
- Basic understanding of IT infrastructure, including networks, hardware, and software components.
- Experience using IT service management (ITSM) tools to manage tickets and incidents.
- Familiarity with Windows operating systems, Microsoft 365, and common business applications.
- Experience supporting on-premises Active Directory environments.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills with a strong customer service mindset.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred:- Experience supporting hybrid environments and exposure to Azure.
- Familiarity with cloud-based technologies and enterprise IT environments.
- Experience creating end-user documentation, knowledge base articles, or training materials.
- Relevant IT certifications such as CompTIA A+, Network+, Microsoft, or similar credentials.
Work Environment & Schedule- This position is based in New York, NY, with a hybrid schedule.
- Standard working hours are Monday- Friday, 8:30 AM-5:00 PM
- Travel requirements: Minimal.
Compensation & Benefits- Salary range: $80,000- $90,000, based on knowledge, skills, and experience.
- Comprehensive health, dental, and vision insurance, and 401K plan.
- Paid time off: Holiday, vacation, sick, personal and birthday.
- Career development and growth opportunities.
Notice to third party agencies: Please refrain from calling or emailing our team directly. Our in-house Talent Acquisition team manages all recruiting operations, including the selection and management of all external suppliers.
