Infrastructure and Application Support Analyst

LRS Healthcare•Omaha, NE

About The Position

The Infrastructure and Application Support Analyst is responsible for maintaining, monitoring, and supporting the organization's server infrastructure, network environment, and enterprise applications. This role serves as the highest level of technical escalation (Level 3) for the Help Desk and provides expert troubleshooting, root cause analysis, and problem resolution for complex infrastructure and application-related issues. They work closely with business stakeholders, vendors, and IT team members to ensure system reliability, network performance, security compliance, and application availability while delivering exceptional customer service.

Requirements

Strong knowledge of Microsoft Windows Server environments.
Experience with Microsoft Entra, Intune, Exchange, Azure, or equivalent cloud technologies.
Experience supporting enterprise networking technologies including firewalls, switches, routers, and wireless networks.
Experience with ITSM/ticketing platforms.
2+ years’ experience in Level II or higher support.
Advanced troubleshooting and problem-solving skills.
Strong verbal and written communication skills.
Ability to communicate professionally with a focus on customer service.
Self-starter with proven track record of initiative and follow through on projects.

Nice To Haves

Degree in Information Technology desired.

Responsibilities

Administer and support Windows server and virtualization environments.
Manage Intune policy and Entra related services.
Manage Microsoft Azure and other hosting services.
Manage Exchange Online services.
Monitor system performance, availability, and capacity.
Perform server upgrades, patch management, and routine maintenance.
Manage backup and disaster recovery systems and processes.
Assist with cybersecurity initiatives, vulnerability remediation, and compliance requirements.
Support and maintain LAN, WAN, wireless, VPN, and cloud networking environments.
Configure and troubleshoot switches, routers, firewalls, and network security appliances.
Monitor network performance and proactively address issues affecting reliability and availability.
Participate in network design, implementation, and documentation efforts.
Collaborate with vendors and service providers to resolve connectivity issues.
Serve as the final escalation point for complex Help Desk incidents and service requests.
Diagnose and resolve advanced application, integration, and system performance issues.
Collaborate with business units and software vendors to resolve application defects and operational concerns.
Perform root cause analysis and develop permanent corrective actions.
Support application upgrades, testing, deployments, and change management activities.
Create and maintain application support documentation, knowledge base articles, and troubleshooting procedures.
Participate in after-hours support as required for critical system issues.
Provide technical guidance and mentoring to Help Desk and junior IT staff.
Assist in developing support processes, standards, and service-level objectives.
Review incident trends and recommend solutions to improve service delivery.
Participate in IT projects and technology initiatives.
Ensure proper documentation of incidents, changes, and resolutions.
Other duties as assigned