IT Operations Analyst, Infrastructure & Security

Position Summary

The IT Operations Analyst, Infrastructure & Security is responsible for managing the organization's physical systems, connectivity solutions, and facilities technology. This role ensures reliable network operations, communication systems, and audiovisual capabilities throughout the organization. As part of the IT Operations team, this position includes rotational service desk responsibilities and specialized domain expertise.

Key Responsibilities

Network Infrastructure

• Manage and maintain network infrastructure including access points, switches, security gateways, and controllers

• Configure and optimize network settings for performance, reliability, and security

• Monitor network performance and security, resolving issues as they arise

• Implement and document network configurations and changes

• Conduct regular vulnerability assessments and remediation

• Manage bandwidth allocation and quality of service settings

• Coordinate with ISPs and vendors for connectivity issues and upgrades

Communications Systems

• Administer VOIP system including user accounts, call routing, and voicemail configuration

• Support and troubleshoot Zoom meetings, webinars, and room integrations

• Manage user training and adoption for communications platforms

• Troubleshoot and resolve communication system issues

• Manage cellular service accounts and mobile device connectivity

• Coordinate with telecommunications vendors for service and support

Security, Cyber & Physical

• Maintain access control system (ACS) for building and restricted areas

• Administer video management system (VMS) and camera infrastructure

• Configure security zones, access levels, and credential management

• Maintain endpoint security platform & respond to incidents in collaboration with Endpoint analyst

• Monitor system health and perform regular maintenance

• Troubleshoot and resolve issues with physical security technology

• Coordinate with security vendors for service and support

• Facilitate employee education & security testing

Audiovisual Infrastructure

• Manage meeting room equipment across conference rooms and classrooms

• Support digital signage systems throughout facilities

• Provide training on AV equipment usage for staff

• Troubleshoot and resolve AV issues during meetings and events

• Coordinate equipment upgrades and deployments with IT and facilities teams

Printer Management

• Administer print servers and printer configurations

• Manage printer fleet including maintenance, supplies, and replacement planning

• Coordinate with printer vendors for service and support

• Monitor print usage and implement cost-saving measures

• Troubleshoot and resolve printing issues

Service Desk Operations (Rotational)

• Serve as primary service desk technician during assigned rotation periods (2 weeks every 6 weeks)

• Triage and resolve incoming support tickets according to SLA

• Document solutions for knowledge base and process improvement

• Provide excellent customer service to all staff members

• Escalate complex issues to appropriate domain specialists as needed

Qualifications

Required Qualifications

• Service Desk experience

• Experience with networking products and controllers

• Familiarity with VoIP systems, preferably RingCentral

• Knowledge of video conferencing solutions, particularly Zoom

• Experience with physical security systems and access control

• Excellent troubleshooting and problem-solving skills

• Strong customer service orientation

• Effective communication skills, both written and verbal

Preferred Qualifications

• Experience with access control systems

• Knowledge of video conferencing equipment configuration and troubleshooting

• Familiarity with video management systems

• Experience with documentation and change management processes

• Understanding of ITIL practices and frameworks

• Knowledge of building automation systems

• CompTIA A+, Net+ or other certifications to demonstrate competency

• Multilingual is a plus, but not required.

Working Conditions

• Primary work location at headquarters with potential for hybrid work arrangements

• Rotation through service desk duty on a 6-week cycle (2 weeks on, 4 weeks off)

• Physical activity required for equipment installation and maintenance

• Occasional work in server rooms, cable closets, and other technical spaces

• Potential for occasional on-site or virtual after-hours work for system updates, critical support and emergency response

• Occasional work on ladders or in confined spaces may be required