Infrastructure Engineer I: Elite IT Support & Escalation

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

Job summary

Vizient, Inc. is seeking a Service Desk professional to provide frontline support for internal customers, troubleshoot escalated incidents, and ensure high-quality service. You will document steps, follow ITSM processes, and collaborate with resolver teams to resolve issues and improve knowledge content.

The role emphasizes effective communication, adherence to security policies, and timely ticket management, with salary guidance and a comprehensive benefits plan.

Qualifications

• Relevant degree, technical certification, or equivalent work experience preferred.
• 2 or more years of IT support, Service Desk, desktop support, or related role.
• Tier 3 level troubleshooting experience preferred.
• Experience with an enterprise application environment.
• Windows, Microsoft 365, endpoint devices, remote support tools, and enterprise apps.
• Experience with ticketing systems and ITSM processes.
• Understanding of user access management and MFA resets.
• Ability to analyze issues and apply documented solutions.
• Strong verbal and written communication and customer service focus.
• Ability to work independently and manage multiple priorities with cross-functional teams.

Responsibilities

• Provide service desk support for escalated incidents and requests.
• Troubleshoot hardware, software, network, and application issues per procedures.
• Document troubleshooting steps and resolutions in the ticketing system.
• Manage tickets to meet SLA, prioritize, and escalate when needed.
• Support user accounts, access and permissions per security policies.
• Collaborate with IT teams to drive timely issue resolution.
• Identify trends and contribute to knowledge base improvements.
• Assist with onboarding, device setup, software installation, and basic endpoint config.
• Communicate technical information clearly to both technical and non-technical users.
• Follow incident, request, change, asset, and knowledge management processes.

Skills

Strong communication

Troubleshooting

Independent work

Cross-functional collaboration

Education

Relevant degree or certification

Tools

Windows OS

Microsoft 365

Ticketing systems

Remote support tools

ITSM processes

Job description

Vizient, Inc. is seeking a Service Desk professional to provide frontline support for internal customers, troubleshoot escalated incidents, and ensure high-quality service. You will document steps, follow ITSM processes, and collaborate with resolver teams to resolve issues and improve knowledge content.

The role emphasizes effective communication, adherence to security policies, and timely ticket management, with salary guidance and a comprehensive benefits plan.