IT Analyst, Infrastructure & Operations (IT and App Support)

at  Milrose Consultants LLC

COMPANY OVERVIEW:

Milrose Consultants is hiring an IT Analyst, Infrastructure & Operations (IT and App Support) in our large expanding company! This position will be in our Milrose Consultants NYC headquarters.
With over 30 years of experience, Milrose is a leading national provider of building code compliance and consulting solutions, serving clients and agencies across the U.S. Our expertise includes areas such as code analysis, land use, zoning, and permit expediting.

SUMMARY:

The IT Analyst, I&O serves as the first point of contact for IT support within Milrose. This role is responsible for delivering technical assistance to end-users, addressing hardware, software, network, and application issues, and escalating as needed.
This role requires excellent troubleshooting and customer service skills to resolve technical incidents quickly and efficiently. The IT Analyst will also maintain IT support documentation and follow IT service management (ITSM) processes to ensure quality and consistency in IT support delivery.

EDUCATION AND/OR QUALIFICATIONS:

• Associate degree in Information Technology, Computer Science, or related field, or equivalent experience.
• A minimum of 5 years of experience in an IT service desk or technical support role.
• Experience with networking hardware and concepts such as DNS, DHCP, OSI Model and TCP/IP
• Must have experience with PC systems configuration and deployment tools and techniques.
• Experience using IT service management (ITSM) tools to manage tickets and incidents.
• Familiarity with Windows operating systems, Microsoft 365, and common business applications.
• Must have experience working in and assisting others through remote access desktop programs.
• Knowledge and experience with on-premises Active Directory
• Familiarity with Hybrid and exposure to Azure will be a plus
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills to provide quality customer service.
• Ability to work independently and collaboratively in a fast-paced environment.

KEY RESPONSIBILITIES:

The IT Analyst, I&O serves as the first point of contact for IT support within Milrose. This role is responsible for delivering technical assistance to end-users, addressing hardware, software, network, and application issues, and escalating as needed.
This role requires excellent troubleshooting and customer service skills to resolve technical incidents quickly and efficiently. The IT Analyst will also maintain IT support documentation and follow IT service management (ITSM) processes to ensure quality and consistency in IT support delivery.

REQUIREMENTS & RESPONSIBILITIES:

• Technical Support & Incident Management
• Serve as the first-level support contact for IT issues via phone, email, or ticketing system.
• Troubleshoot hardware, software, network, and application-related issues for end-users.
• Log and track all incidents, service requests, and resolutions in the IT service management system (ITSM) following ITIL best practices.
• Provide remote or on-site technical assistance to ensure minimal disruption to business operations.
• Escalate unresolved or complex issues to Level 2 Engineers or Infrastructure teams when appropriate.
• Hardware & Software Support
• Install, configure, and troubleshooting workstations, peripherals, and software applications.
• Assist with managing user accounts, passwords, and access permissions in alignment with IT security policies.
• Perform routine maintenance tasks, including patch management, system updates, and hardware diagnostics.
• Play a significant role in managing and updating Active Directory and Microsoft 365.
• Customer Service & Communication
• Deliver professional and courteous support, ensuring a positive experience for all end-users.
• Communicate technical solutions clearly to non-technical users.
• Follow up on open incidents and requests to ensure timely resolution and user satisfaction.
• Documentation & Training
• Maintain accurate and up-to-date documentation of common issues, troubleshooting steps, and resolutions.
• Assist in creating end-user guides and knowledge base articles for IT systems and applications.
• Provide basic training and guidance to end-users on the proper use of IT tools and resources.
• Monitoring & Continuous Improvement
• Monitor IT systems and services to identify potential issues proactively.
• Assist in identifying opportunities for process improvements to enhance IT support efficiency.