IT Infrastructure and Communications Analyst I

Job Summary

The Infrastructure and Communications Analyst I provides first-line technical support to internal users and assists in maintaining the company’s IT systems, software, and hardware. This role focuses on resolving routine technical issues, ensuring smooth day-to-day operations, and supporting the IT team in infrastructure and communication-related tasks.

Key Responsibilities

Technical Support and User Assistance:

• Respond to user inquiries and provide first-level technical assistance through phone, email, and in-person interactions.

• Troubleshoot and resolve common hardware, software, and network issues.

• Escalate complex incidents to higher-level analysts as needed.

• Assist users with setting up and using desktops, laptops, printers, and mobile devices.

• Provide basic training and guidance to users on standard systems and software.

Asset Management:

• Assist with maintaining the IT equipment inventory (laptops, peripherals, printers, etc.).

• Support onboarding and offboarding processes by preparing and recovering laptops, accounts, and peripherals.

• Help track and update asset assignments in the inventory system.

Security and Compliance:

• Apply standard security protocols, such as installing antivirus software and basic updates.

• Support patching processes by ensuring devices are updated with the latest security releases.

• Promote awareness among users about IT security best practices.

Documentation and Collaboration:

• Document troubleshooting steps, FAQs, and basic IT procedures.

• Update and maintain simple user guides and IT knowledge base content.

• Collaborate with senior team members to resolve more complex issues and projects.

Infrastructure & Network Support:

• Perform routine checks on core IT infrastructure and report abnormalities.

• Support Wi-Fi, VPN, DNS, and DHCP services under supervision.

• Assist with system monitoring and basic troubleshooting.

Incident, Problem & Change Management:

• Log, categorize, and track support tickets using the IT help desk system.

• Ensure timely resolution and communication with users.

• Escalate recurring or complex issues to Level 2/3 support staff.

• Contribute to documenting recurring issues and solutions.

Project & Continuous Improvement:

• Participate in small IT projects or task-based initiatives under the guidance of senior team members.

• Suggest improvements to processes, workflows, or user support documentation.

• Actively learn new technologies and tools relevant to the role.

Academic Background & Certifications

• Bachelor’s degree in Information Technology, Computer Engineering, Systems, or a related field (or equivalent practical experience).

• Relevant entry-level certifications are advantageous (e.g., CompTIA A+, Network+, Microsoft Fundamentals, Cisco CCNA).

Required Qualifications: Experience

• 1–2 years of experience in IT support, infrastructure, or a related technical role (internship or professional).

Technical Background (IT Languages, Tools, Methodologies)

• Basic knowledge of computer hardware, operating systems (Windows/macOS), and commonly used software applications.

• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).

• Awareness of IT security principles and practices.

• Experience with ticketing/help desk systems is a plus.

Skills and Competencies

• Excellent troubleshooting and problem-solving skills.

• Strong communication and customer service skills.

• Ability to work in cross-functional collaboration.

English Level: B1

We are excited about the possibility of you joining our team! Apply now and take the next step in your career with Quetzal International Services, SAS!