Analyst I Infrastructure Services (Fully Remote)

Jobgether; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Jobgether is seeking a hands-on Lead IT Support Specialist to head the onsite team and coordinate daily incident handling, service requests, and operations.

You will act as the primary escalation point for on-site technical issues, ensure timely resolutions, and drive performance against SLAs while maintaining strong customer focus.

Qualifications

• Strong experience leading onsite IT support teams and coordinating priorities.
• Knowledge of ITIL-based service management processes and tools.
• Excellent customer orientation and ability to manage competing demands.

Responsibilities

• Lead and coordinate the daily activities of the onsite IT support team, allocating and prioritising incidents, service requests, and operational tasks.
• Act as the first point of escalation for operational and technical issues requiring onsite intervention.
• Monitor incidents and service requests to ensure timely resolution within agreed SLAs.

Skills

Team leadership

End User Computing

Stakeholder management

Customer orientation

Tools

ServiceNow

Job description

• Lead and coordinate the daily activities of the onsite IT support team, allocating and prioritising incidents, service requests, and operational tasks.
• Act as the first point of escalation for operational and technical issues requiring onsite intervention.
• Monitor incidents and service requests to ensure timely resolution within agreed SLAs.

Technical Scope:

• Provide and oversee onsite support for desktops, laptops, monitors, docking stations, printers, and other workplace peripherals.
• Support Windows operating systems, Microsoft 365 applications, and standard enterprise workplace tools.
• Coordinate the troubleshooting of hardware, software, connectivity, and user-access issues.

Requirements:

• Strong professional experience in onsite IT support, End User Computing (EUC), or workplace support, with prior team leadership.
• Working knowledge of ITIL-based service management processes and tools such as ServiceNow.
• Strong customer orientation, stakeholder-management skills, and ability to manage competing operational demands.

Jobgether

Jobgether is a talent matching platform that connects candidates with employers worldwide using AI-powered matching. The partner company manages enterprise IT infrastructure services and values in-person collaboration with flexibility to support wellbeing and productivity.