WHO WE ARE:

Founded in 2003, Infracore takes a high-touch approach to providing end-to-end IT infrastructure support, systems management, network design and security, desktop support, and strategic decision guidance for mid-size, technology-centric companies.
We believe in fostering an employee-centered culture through collaboration and providing opportunities, training, and resources for employees to become their most successful self. We stand for each other’s success with a foundation based on integrity, commitment, and trust.

REQUIRED EDUCATION, SKILLS & EXPERIENCE:

• High school diploma or general education degree (GED); or equivalent combination of education, certifications and experience
• 1+ years of relevant work experience in an Enterprise IT department troubleshooting a wide variety of end-user issues including file corruption, application software, BSODs and failed updates
• Working knowledge of Active Directory (Moves/Adds/Changes/Deletes)
• Working knowledge of at least one component of the Microsoft 365 ecosystem including Exchange Online, Teams, SharePoint and OneDrive
• Understands (ability to explain and provide examples) cybersecurity measures, such as multi-factor authentication, SSL certificates, disk/device encryption & public key infrastructure (PKI)
• Understands (ability to explain, recognize and provide examples) common security risks including phishing, password re-use and social engineering
• Working knowledge and understanding of DNS, TCP/IP networking, Ethernet and Wi-Fi
• Experience working in an enterprise IT ticketing system
• Working knowledge of PC hardware components

PREFERRED EDUCATION, SKILLS & EXPERIENCE:

• Bachelor’s degree in Computer Science
• Working knowledge of Mac hardware components
• Working knowledge of Azure Active Directory and Azure MFA
• Working knowledge with Windows Server and PowerShell
• Knowledge of common legal compliance initiatives such as SOX, HIPAA, CCPA and ISO a plus

ROLE OVERVIEW:

Infracore is growing and we are continually looking for a Desktop Support Specialist to join our team of passionate IT professionals. In this role, you will transform the customer experience through personalized service. As Infracore’s “First Responder”, you will apply a collaborative mindset to your day-to-day activities, resolving end-user IT challenges, troubleshooting all types of back-end business technology, and diagnosing and resolving customer pain points.

ESSENTIAL DUTIES MAY INCLUDE:

• Understanding Infracore’s mission, values, and guiding principles.
• Understanding Infracore’s client base, business model, products and services in detail and completes identified computer-based training labs.
• Building a foundation of strong relationships with Infracore teammates.
• Working with Infracore’s service desk ticketing standards and processes
• Participating in ticket review meetings to start identifying opportunities for improvements.
• Understanding of the client compliance landscape, what data is protected and how it is controlled.
• Handling customer service requests such as user account creation and termination in active directory and routine permission changes for less sensitive systems.
• Handling basic desktop application troubleshooting such as MS365, printer and scanner support and basic network troubleshooting.
• Managing desktop support tickets and accurately handling incoming requests by triaging appropriately, ensuring work and timelines are clear.
• Engaging in daily, weekly, and monthly IT team meetings with teammates to maintain accountability and speaks up to communicate gaps.
• Handling compliance-sensitive requests following documented procedures.
• Handling 80%+ of customer issues via e-mails, phones, and walk-up service requests without requiring technical escalation.
• Handling more complex requests including troubleshooting network issues, mobile device issues, and PC and Mac performance issues.
• Assisting the team with routine audits and equipment inventory and orders.
• Mentoring and training fellow teammates as needed.
• Proactively identifies ways to improve department efficiency through creative ideas and solutions and brings them to manager.
• Delivering real-time support to high-visibility events such as all-hands video conferences and board meetings.
• Takes on first-round troubleshooting for more complex customer issues including network troubleshooting and system performance issues.