Infrastructure Engineer I

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

Job summary

Vizient is seeking a Service Desk professional to provide internal support by diagnosing and resolving escalated incidents and requests. You will document resolutions, collaborate with resolver teams, and help improve knowledge content while maintaining high customer service standards.

The role requires 2+ years in IT support, experience with Windows and Microsoft 365, and a strong ability to communicate technically to non-technical users.

Qualifications

• Relevant degree, technical certification, or equivalent work experience preferred.
• 2+ years IT support or service desk experience.
• Tier 3 level troubleshooting experience preferred.
• Experience with an enterprise application environment.
• Knowledge of Windows, Microsoft 365, endpoint devices, remote support tools, and common enterprise apps.
• Understanding of user access management, MFA, passwords, and permissions troubleshooting.
• Strong communication skills; able to explain technical information to non-technical users.

Responsibilities

• Provide support for escalated incidents and service requests from the Service Desk.
• Troubleshoot hardware, software, network, and application issues per documented procedures.
• Document troubleshooting steps, communications, resolutions in the ticketing system.
• Manage tickets to meet SLAs with proper prioritization and escalation.
• Assist with onboarding, device setup, software installation, and basic endpoint configuration.
• Collaborate with IT teams to resolve issues and improve support procedures.

Skills

IT support

Troubleshooting

Communication

Collaboration

Education

Relevant degree/technical certification

Tools

Windows OS

Microsoft 365

Ticketing systems

Remote support tools

Job description

Excited to grow your career?

We value our talented employees and instill an environment where you feel engaged, satisfied and able to contribute your unique skills and talents while living and working as your authentic self. We provide extensive opportunities for personal and professional development, building employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Our people make all the difference in our success.

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.

Career Framework

Professional - Staff Associate (P2)

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