IT Infrastructure and Communications Analyst I

<p><strong>Job Summary</strong></p> <p>The Infrastructure and Communications Analyst I provides first-line technical support to internal users and assists in maintaining the company’s IT systems, software, and hardware. This role focuses on resolving routine technical issues, ensuring smooth day-to-day operations, and supporting the IT team in infrastructure and communication-related tasks.</p> <p><strong>Key Responsibilities</strong></p> <p><strong>Technical Support and User Assistance:</strong></p> <ul> <li>Respond to user inquiries and provide first-level technical assistance through phone, email, and in-person interactions.</li> <li>Troubleshoot and resolve common hardware, software, and network issues.</li> <li>Escalate complex incidents to higher-level analysts as needed.</li> <li>Assist users with setting up and using desktops, laptops, printers, and mobile devices.</li> <li>Provide basic training and guidance to users on standard systems and software.</li> </ul> <p><strong>Asset Management:</strong></p> <ul> <li>Assist with maintaining the IT equipment inventory (laptops, peripherals, printers, etc.).</li> <li>Support onboarding and offboarding processes by preparing and recovering laptops, accounts, and peripherals.</li> <li>Help track and update asset assignments in the inventory system.</li> </ul> <p><strong>Security and Compliance:</strong></p> <ul> <li>Apply standard security protocols, such as installing antivirus software and basic updates. </li> <li>Support patching processes by ensuring devices are updated with the latest security releases.</li> <li>Promote awareness among users about IT security best practices.</li> </ul> <p><strong>Documentation and Collaboration:</strong></p> <ul> <li>Document troubleshooting steps, FAQs, and basic IT procedures.</li> <li>Update and maintain simple user guides and IT knowledge base content.</li> <li>Collaborate with senior team members to resolve more complex issues and projects.</li> </ul> <p><strong>Infrastructure Network Support:</strong></p> <ul> <li>Perform routine checks on core IT infrastructure and report abnormalities.</li> <li>Support Wi-Fi, VPN, DNS, and DHCP services under supervision.</li> <li>Assist with system monitoring and basic troubleshooting.</li> </ul> <p><strong>Incident, Problem Change Management:</strong></p> <ul> <li>Log, categorize, and track support tickets using the IT help desk system.</li> <li>Ensure timely resolution and communication with users.</li> <li>Escalate recurring or complex issues to Level 2/3 support staff.</li> <li>Contribute to documenting recurring issues and solutions.</li> </ul> <p><strong>Project Continuous Improvement:</strong></p> <ul> <li>Participate in small IT projects or task-based initiatives under the guidance of senior team members.</li> <li>Suggest improvements to processes, workflows, or user support documentation.</li> <li>Actively learn new technologies and tools relevant to the role.</li> </ul> <p><strong>Academic Background Certifications</strong></p> <ul> <li>Bachelor’s degree in Information Technology, Computer Engineering, Systems, or a related field (or equivalent practical experience).</li> <li>Relevant entry-level certifications are advantageous (e.g., CompTIA A+, Network+, Microsoft Fundamentals, Cisco CCNA).</li> </ul> <p><strong>Required Qualifications: Experience</strong></p> <ul> <li>1–2 years of experience in IT support, infrastructure, or a related technical role (internship or professional).</li> </ul> <p><strong>Technical Background (IT Languages, Tools, Methodologies)</strong></p> <ul> <li>Basic knowledge of computer hardware, operating systems (Windows/macOS), and commonly used software applications.</li> <li>Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).</li> <li>Awareness of IT security principles and practices.</li> <li>Experience with ticketing/help desk systems is a plus.</li> </ul> <p><strong>Skills and Competencies</strong></p> <ul> <li>Excellent troubleshootin ... (truncated, view full listing at source)