IT Infrastructure & Support Analyst
About The Position
Our digital solutions team is more than a traditional IT organization. We are a team of passionate, collaborative, agile, inventive, customer-centric, results-oriented problem solvers. We are intellectually curious, love advancements in technology and seek to adapt technologies to drive Staples forward. We anticipate the needs of our customers and business partners and deliver reliable, customer-centric technology services. Staples’ Remote Infrastructure team provides resilient, scalable infrastructure and technical support across Staples’ core systems, network, telephony, and collaboration platforms. The team supports eCommerce platforms and nearly 200 locations across North America, including corporate offices, supply chain facilities, and retail locations. The Technical Analyst II provides efficient, timely, and responsive technical support to associates, ensuring reliable operation of end-user systems, network infrastructure, and enterprise applications. This position will allow you to work with a wide range of technologies and vendors, with a primary focus on supporting Staples warehouse and annex facilities in Arden Hills, MN; Fridley, MN; and Omaha, NE. This role supports both on-site operations (including distribution/warehouse environments) and remote users, delivering a combination of deskside, infrastructure, and project-based technical support.
Requirements
- Hands-on experience supporting network infrastructure, devices, and end-user systems.
- Experience installing, configuring, and maintaining hardware, software, and network components.
- Ability to troubleshoot and resolve PC/Mac and connectivity-related issues.
- Experience supporting site-based implementations and providing post-deployment support.
- Exposure to working with network/Wi-Fi vendors and supporting infrastructure updates.
- Ability to manage multiple priorities and work independently with general guidance.
- Strong customer service mindset with effective communication and collaboration skills.
- Flexibility to support after-hours work, on-call rotation, and periodic travel.
- Ability to lift and move IT equipment and maintain reliable transportation.
- Experience with device imaging and deployment tools (e.g., SCCM, JAMF)
- Experience with Microsoft Office 365
- Understanding of RF and basic network/security technologies
- Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent work experience.
- 2+ years of progressively responsible experience in IT support, infrastructure support, or a related field.
- 2+ years of experience supporting WAN, LAN, and wireless networking technologies, including Cisco routers and switches and enterprise Wi-Fi (e.g., Extreme Networks).
- Hands-on experience supporting end-user computing environments, including PC/Mac hardware and software (Windows and Apple/Mac).
- Experience with device imaging and software deployment tools (e.g., SCCM, JAMF).
Nice To Haves
- Avaya/Cisco IP-tel / VOIP experience a plus
- Experience in supporting Distribution and Supply Chain/Warehousing infrastructure environments.
Responsibilities
- Provide daily technical support to on-site (distribution/warehouse) and remote associates, including troubleshooting hardware, software, network, and mobile device issues
- Respond to and resolve incidents and service requests in accordance with established service levels using tools such as ServiceNow
- Image and deploy desktops and laptops using enterprise tools (e.g., SCCM, JAMF), including installation of approved software
- Perform PC and device refresh activities, including setup, migration, and post-deployment support
- Configure and support peripherals and network-connected devices, including printers and multifunction devices
- Support wired and wireless network environments, including basic troubleshooting and coordination with network engineering teams
- Assist with installation and configuration of network infrastructure, including switches, routers, and wireless access points
- Partner with third-party vendors for equipment installation, maintenance, quoting, and project execution
- Participate in infrastructure and site-based projects, including remote project support across multiple locations
- Managing asset inventory and spare equipment pools
- Maintaining accuracy of infrastructure and device records in systems such as ServiceNow
- Supporting compliance activities, audits, and documentation updates (e.g., network diagrams, asset tracking)
- Assisting in planning and execution of site refresh cycles (network, printers, PCs)
- Maintaining clear and accurate technical documentation using standard tools (e.g., Word, Excel, Visio)
- Collaborate with internal teams, vendors, and stakeholders to ensure effective issue resolution and service delivery
- Participate in a 24/7 on-call support rotation to support business-critical systems and site operations
- Identify opportunities to improve service delivery, site stability, and operational efficiency
Benefits
- Inclusive culture with associate-led Business Resource Groups
- 22 days of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday)
- Online and Retail Discounts
- Company Match 401(k)
- Physical and Mental Health Wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
