Infrastructure Support 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

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.