Tier I Helpdesk Analyst

  • Utica, NY
  • Full-time

Company Description

Life at nfrastructure

At nfrastructure, we understand that our success results from our diverse workforce. In every nfrastructure office, you will find challenging projects and smart people with the potential to wow our customers. nfrastructure team members relish the freedom and support they receive to help our customers solve their most challenging problems and create the next generation of dynamic infrastructure solutions in an environment designed to foster collaboration, creativity, excitement and success.

 The area: Command Center

The Command Center at nfrastructure is made up of a highly motivated team whose attention to detail, follow-through, and constant client support creates an energetic and productive atmosphere. Working directly with clients, the team is committed to resolving all client and internal issues as they arise and escalating problems as necessary. The Command Center team works together to support the IT infrastructures at client locations while simultaneously maintaining and troubleshooting our internal network.

Job Description

The role: Tier I Helpdesk Analyst

As a Tier I Helpdesk Analyst, you will provide level I support to clients. You will provide customer-friendly assistance to clients experiencing difficulty using IT products and services. The Tier I Helpdesk Analyst will troubleshoot, diagnose and resolve or escalate Level I incidents received, and escalate issues as necessary. You will also install, configure, administer and support the network status monitoring tools. You will analyze the data obtained with these tools to diagnose problems, determine trends, and plan upgrades.


  • Answer incoming tickets and requests by email, phone calls or directly in ticketing system
  • Adhere to Service Level Agreements
  • Assist Level II Technicians with troubleshooting advanced issues
  • Engage other groups to resolve issues outside ability to solve 



  • Associates Degree or 2 years of experience in one of or combination of;
    • Microsoft 2003 Active Directory
    • working with Cisco switches and routers
    • Networking/Installation/Configuration/Troubleshooting
  • Excellent customer service and communication skills
  • Certifications a plus: MCSE, CCNA, A+, Network+

Additional Information

 About nfrastructure:

nfrastructure helps large enterprises design, build and operate mission-critical technology infrastructure. Combining proven methods and tools, world-class engineering talent, on-site technical service in every major North American market and tightly integrated low cost remote support, nfrastructure collaborates with customers to deliver sustainable disruptive value. With industry practices in public sector, financial services, retail, healthcare, technology, communications, public safety and energy, nfrastructure works with leading technology hardware and software vendors to provide comprehensive data center, network, security, unified communications, end-point, structured cabling, staffing and outsourcing solutions.

More information about nfrastructure can be found at www.nfrastructure.com

Apply for this job or another online today at www.nfrastructure.com/careers

nfrastructure is proud to be an equal opportunity employer; women and minorities are encouraged to apply for positions.