IT Service Desk / Infrastructure Support Analyst
Location: Grand Rapids, MI (In-Office)
Position Summary
We are seeking an IT Service Desk / Infrastructure Support Analyst to join our internal IT team. This role serves as the primary point of contact for technical support while also contributing to the administration, automation, and continuous improvement of our IT infrastructure and internally developed business applications.
The ideal candidate enjoys solving technical problems, improving operational efficiency through automation, and working across desktop support, systems administration, networking, and application support. This position offers opportunities to expand into infrastructure engineering, cloud technologies, and Infrastructure as Code (IaC).
Responsibilities
Provide Tier 1 and Tier 2 technical support for employees through our IT Service Desk.
Troubleshoot and resolve Windows desktop, laptop, mobile device, and peripheral issues.
Support Microsoft 365 applications including Outlook, Teams, Office, and OneDrive.
Experience or depth in Excel formulas or advanced Office application technologies is a plus.
Administer user accounts, permissions, and group memberships using Active Directory and Microsoft Entra ID (Azure AD).
Provision and deploy new user workstations using standardized configuration and automation processes.
Support printers, scanners, conferencing equipment, and other office technology.
Troubleshoot wired and wireless networking issues including DNS, DHCP, VPN connectivity, switching, and network access.
Assist with server administration, system monitoring, backups, patch management, and endpoint security.
Provide first-line triage and support for internally developed software applications by gathering diagnostics, reproducing issues, documenting findings, and coordinating with software development teams.
Monitor application health and assist in identifying infrastructure or configuration issues affecting internally developed systems.
Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
Develop and maintain PowerShell or similar automation scripts to streamline IT operations and reduce repetitive tasks.
Assist with Infrastructure as Code (IaC) initiatives, configuration management, and deployment automation as our environment continues to evolve.
Participate in IT projects involving infrastructure upgrades, cloud services, cybersecurity, and business application deployments.
Collaborate with Infrastructure, Network, Security, and Software Development teams to improve system reliability and user experience.
Preferred Qualifications
Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
2+ years of experience supporting Windows-based enterprise environments.
Experience supporting Microsoft 365, Windows 10/11, Active Directory, and enterprise desktop environments.
Working knowledge of TCP/IP networking, DNS, DHCP, VPNs, and network troubleshooting.
Experience supporting internally developed or line-of-business applications.
Familiarity with scripting or automation using PowerShell or similar languages.
Exposure to virtualization platforms such as VMware or Hyper-V.
Experience with endpoint management platforms such as Microsoft Intune, MECM/SCCM, or similar solutions is a plus.
Exposure to cloud platforms (Microsoft Azure or AWS) is beneficial.
Familiarity with Infrastructure as Code tools such as Terraform, Ansible, or similar technologies is a plus.
Understanding of ITIL concepts, ticketing systems, and service management best practices.
What We’re Looking For
Strong customer service mindset with excellent communication skills.
Analytical thinker with strong troubleshooting and root cause analysis abilities.
Self-motivated with a desire to continuously learn new technologies.
Ability to prioritize multiple requests in a fast-paced environment.
Comfortable working independently while collaborating effectively with technical and non-technical teams.
Passion for improving systems through automation, documentation, and process improvement.
Growth Opportunities
This role is designed for someone interested in developing beyond traditional help desk responsibilities. You’ll gain hands-on experience with systems administration, cloud technologies, Infrastructure as Code, automation, networking, cybersecurity, and enterprise application support while working alongside experienced IT professionals.
