Infrastructure Engineer I

Vizient, Inc; Chicago (IL); On-site; USD 60,000 - 101,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Vizient, Inc is seeking a Service Desk professional to troubleshoot and resolve escalated incidents for internal customers. You will document resolutions, adhere to ITIL processes, and collaborate with cross‑functional teams to improve knowledge content and support procedures.

The role emphasizes strong communication, adherence to security policies, and timely ticket resolution in a fast-paced enterprise environment.

Qualifications

• 2+ years of experience in IT support, Service Desk, desktop support, or related technical support role.
• Tier 3 level troubleshooting experience preferred.
• Experience with an enterprise application environment.
• Working knowledge of Windows operating systems, Microsoft 365, endpoint devices, remote support tools, and common enterprise applications.
• Experience with ticketing systems and IT service management processes, including incident, request, knowledge, and escalation management.
• Understanding of user access management, multifactor authentication, password resets, and permissions troubleshooting.
• Strong verbal and written communication skills with commitment to customer service.

Responsibilities

• Provide support for escalated incidents and service requests from the Service Desk.
• Troubleshoot and resolve moderately complex hardware, software, access, network, and application-related issues using documented procedures and approved tools.
• Accurately document troubleshooting steps, customer communications, resolutions, and follow‑up actions in the ticketing system.
• Manage assigned tickets to meet service level expectations, including proper prioritization, timely updates, and appropriate escalation when needed.
• Perform user account, access, and permissions support in accordance with security policies and standard operating procedures.
• Collaborate with Service Desk agents, application teams, infrastructure teams, and other resolver groups to drive timely issue resolution.
• Identify recurring issues, trends, and knowledge gaps and recommend improvements to knowledge articles, support processes, or escalation procedures.
• Support onboarding, device setup, software installation, troubleshooting, and basic endpoint configuration activities as needed.
• Maintain a customer‑focused approach while communicating technical information clearly to both technical and non‑technical users.
• Follow established incident, request, change, asset, and knowledge management processes.

Skills

Customer service

Communication

Problem solving

Time management

Independent work

Education

Relevant degree or certification

Tools

Windows

Microsoft 365

Endpoint devices

IT service management tools

Job description

When you’re the best, we’re the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Job Summary

In this role, you will provide Service Desk support for internal customers by troubleshooting escalated incidents and service requests, resolving moderately complex technical issues, and ensuring a high-quality support experience. You will work within established service management processes, document resolutions, collaborate with resolver teams when needed, and help identify opportunities to improve support procedures and knowledge content.

Responsibilities

• Provide support for escalated incidents and service requests from the Service Desk.
• Troubleshoot and resolve moderately complex hardware, software, access, network, and application-related issues using documented procedures and approved tools.
• Accurately document troubleshooting steps, customer communications, resolutions, and follow‑up actions in the ticketing system.
• Manage assigned tickets to meet service level expectations, including proper prioritization, timely updates, and appropriate escalation when needed.
• Perform user account, access, and permissions support in accordance with security policies and standard operating procedures.
• Collaborate with Service Desk agents, application teams, infrastructure teams, and other resolver groups to drive timely issue resolution.
• Identify recurring issues, trends, and knowledge gaps and recommend improvements to knowledge articles, support processes, or escalation procedures.
• Support onboarding, device setup, software installation, troubleshooting, and basic endpoint configuration activities as needed.
• Maintain a customer‑focused approach while communicating technical information clearly to both technical and non‑technical users.
• Follow established incident, request, change, asset, and knowledge management processes.

Qualifications

• Relevant degree, technical certification, or equivalent work experience preferred.
• 2 or more years of experience in IT support, Service Desk, desktop support, or a related technical support role.
• Tier 3 level troubleshooting experience preferred.
• Experience with an enterprise application environment.
• Working knowledge of Windows operating systems, Microsoft 365, endpoint devices, remote support tools, and common enterprise applications.
• Experience with ticketing systems and IT service management processes, including incident, request, knowledge, and escalation management.
• Understanding of user access management, multifactor authentication, password resets, and permissions troubleshooting.
• Ability to analyze issues, identify root causes, and apply documented solutions or sound troubleshooting practices.
• Strong verbal and written communication skills with commitment to customer service.
• Ability to work independently, manage multiple priorities, and collaborate effectively with cross‑functional IT teams.

Estimated Hiring Range: At Vizient, we consider skills, experience, and organizational needs in our compensation approach. Geographic factors may adjust the range estimate and hires typically fall below the top range. Compensation decisions are tailored to individual circumstances. The current salary range for this role is $59,600.00 to $101,200.00. This position is also incentive eligible.

Benefits

• Vizient has a comprehensive benefits plan! Please view our benefits here: http://www.vizientinc.com/about-us/careers

Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities.

The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.

About Vizient

Working at Vizient means shaping the future of healthcare, every day. Alongside our clients, we're building a healthier, more human healthcare system. We connect people, data, and solutions to enable healthcare organizations to improve financial sustainability, enhance system performance, and deliver better care. Headquartered in Irving, Texas, with 11 offices across the United States, Vizient has more than 5,000 employees who bring deep expertise and a shared commitment to transforming healthcare. Together, we're solving some of the industry's most complex challenges while creating opportunities to learn, grow, and drive lasting change for healthcare organizations and the communities they serve. Through our enterprise of companies, we deliver meaningful impact across the continuum of care:

• Apexus - The exclusive contractor for 340B Drug Pricing Program, managed by the Health Resources and Services Administration.
• aptitude - The industry's first online direct contracting market, supporting self‑contracting activity between hospitals and suppliers.
• Kaufman Hall - Leading healthcare advisory services to support our clients in achieving financial, clinical, and operational excellence.
• Provista - Proven supply chain partner specializing in extended, diagnostic, and preventive care facilities, including surgery centers, home health, and senior living.

Click here for Vizient Careers Home Page.