Infrastructure Support Analyst

NTT DATA - Burnet, TX

Full-time - Mid Level

Burnet, TX

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Infrastructure Support Analyst role at NTT DATA involves providing advanced technical support to end users, managing user accounts, deploying and maintaining software applications, and ensuring compliance with organizational policies. This position is crucial for maintaining the functionality of end-user devices and delivering exceptional customer service.

Responsibilities

• Provide advanced technical support to end users for hardware, software, and network issues.
• Troubleshoot and resolve complex technical issues related to desktops, laptops, mobile devices, and peripheral equipment.
• Assist with the setup, configuration, and maintenance of end-user devices and software applications.
• Manage user accounts and permissions in Azure Active Directory/Entra ID and other relevant systems.
• Deploy, configure, and update software applications and operating systems on end-user devices.
• Ensure compliance with software licensing agreements and organizational policies.
• Perform routine maintenance and updates on end-user hardware and software.
• Coordinate with vendors for hardware repairs and replacements.
• Create and maintain technical documentation, user guides, and knowledge base articles.
• Provide training and guidance to end users on the effective use of technology and software.
• Provide exceptional customer service and support to end users.
• Communicate effectively with end users to understand their needs and provide timely solutions.

Requirements

• 3-6 years in end-user computing or IT support role.
• Experience with Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications.
• Knowledge of Active Directory, group policy management, and network troubleshooting.
• Familiarity with Microsoft Intune and AutoPilot.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Understanding of IT service management (ITSM) frameworks (e.g., ITIL).
• Documentation skills.

Nice-to-haves

• Relevant certifications.