IT Infrastructure Services Analyst — Cloud & End-User Ops

ASR Group; West Palm Beach (FL); On-site; USD 75,000 - 100,000; Full time

Job summary

Florida Crystals Corporation, headquartered in West Palm Beach, is seeking an IT Infrastructure Services Analyst to manage outsourced infrastructure services from TCS. You will be the internal contact for incidents, requests, and changes, ensuring SLA compliance and high service quality across cloud, network, and end-user compute.

Role requires ITIL-aligned operations, MS 365, Azure AD, and cost reporting experience, with a focus on stability and continuous improvement across all company

Qualifications

• Bachelor’s degree in CS/IS or related field with infrastructure exposure.
• ITIL and cloud fundamentals preferred with vendor coordination experience.
• Hands-on with Microsoft 365, Entra ID, Azure AD, and MDM tools.
• Experience with ServiceNow for incident, change, and problem management.
• Ability to analyze costs and usage across cloud services.

Responsibilities

• Serve as daily liaison to outsourcing partner for incidents, requests and changes.
• Monitor ticket queues, ensure SLA adherence and proper routing.
• Review ticket quality, root cause notes, and customer communications.
• Produce weekly/monthly operational reports on SLA and incidents.
• Coordinate cloud and end-user compute services with TCS and internal teams.
• Assist with CMDB accuracy, runbooks, and standard operating procedures.

Skills

ITIL processes

ServiceNow

Microsoft 365

Azure cost reporting

End user compute

Networking basics

Education

Bachelors in CS/IS

ITIL 4 Foundation

Azure Fundamentals

Tools

ServiceNow

PowerShell

Python

Azure AD

Job description

Florida Crystals Corporation, headquartered in West Palm Beach, is seeking an IT Infrastructure Services Analyst to manage outsourced infrastructure services from TCS. You will be the internal contact for incidents, requests, and changes, ensuring SLA compliance and high service quality across cloud, network, and end-user compute.

Role requires ITIL-aligned operations, MS 365, Azure AD, and cost reporting experience, with a focus on stability and continuous improvement across all company