IT Infrastructure Support Analyst III (Finance)

Position: IT Infrastructure Support Analyst III

Location: Indianapolis, Indiana

Starting Pay: $75K annually

THE MOST TRUSTED NAME IN CELEBRATING STUDENT MILESTONES - HERFF JONES

Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones' products include class rings and jewelry, caps and gowns, yearbooks, diplomas, frames, announcements, and Greek accessories as well as motivation and recognition programs.

Since 1920, our team has worked alongside students, faculty, and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.

Your Opportunity:

Herff Jones is seeking a highly skilled and experienced IT Infrastructure Support Analyst III to join our IT team. The successful candidate will play a pivotal role in optimizing IT Infrastructure Support Operations to ensure maximum efficiency, reliability, and security across the organization. This position involves providing advanced Level 2 and Level 3 support for line-of-business applications, including Office 365 administration, Teams, Entra, and SharePoint. Responsibilities also include diagnosing and resolving complex technical issues, monitoring system performance, and driving a continuous improvement framework / mindset to enhance our IT infrastructure and end-user support.

The IT Infrastructure Support Analyst III will collaborate closely with cross-functional teams to evaluate IT requirements and deliver tailored technical support to meet business needs. Key responsibilities include developing knowledge base articles and conducting regular analysis of problem trends to identify solutions or process improvements. Staying abreast of emerging industry trends and technologies, including leveraging automation to drive innovation and maintaining a competitive edge while maximizing resource output.

The ideal candidate will possess a proven track record in IT Infrastructure operations, particularly within the manufacturing and supply chain sector, demonstrating a deep understanding of industry-specific IT challenges. They should have a history of successfully managing IT infrastructure, optimizing service delivery, and implementing strategic process improvements that enhance overall efficiency. The candidate must excel in diagnosing and resolving technical issues, proactively identifying areas for improvement, and driving technological innovation within a complex and fast-paced environment. Strong leadership, collaboration, and communication skills are essential, as well as the ability to adapt to evolving business needs while ensuring consistent, high-quality IT support and service.

The IT Infrastructure Support Analyst III is responsible for delivering advanced Level 2 and Level 3 support to internal customers, addressing complex issues related to computer hardware, software, and networked systems. This role involves proactively identifying, managing, and resolving events, incidents, and problems to minimize business disruptions and ensure the rapid restoration of normal service operations.

Key responsibilities include managing technical service activities and coordinating with both internal teams and outsourced service providers to deliver high-quality technical solutions and support.

The Analyst will deliver technical support for a range of platforms and applications, including Windows 10, Windows 11, macOS, iOS, Office 365, SharePoint, Azure AD, Exchange, ABM, Copilot, Intune, and Microsoft Teams.

This is an on-site position, Monday through Friday, with some after-hours support required. Onsite support includes hardware and software support, white glove C-suite support, and conference room technical support. Additionally, the IT Infrastructure Support Analyst III will use remote tools to assist and support the remote user base across the United States.

The Analyst will utilize ticketing systems such as BMC Remedyforce Service Desk to manage and resolve issues, demonstrate proficiency with Microsoft Teams, manage IT inventory and assets effectively, conduct end-user training as needed, maintain the service desk knowledge base, and be proficient in process documentation.

Team Collaboration: The IT Infrastructure Support Analyst III will work closely with various teams across the organization to ensure seamless IT operations.

• Cross-Functional Collaboration: Partnering with departments such as Infrastructure Engineering, Application Development, Manufacturing, Supply Chain, Sales, HR, and Finance to understand their IT needs and provide tailored support.
• Project Teams: Participating in IT projects, contributing technical expertise, and ensuring project goals are met on time.
• Knowledge Sharing: Collaborating with team members to share knowledge, best practices, and provide mentorship to junior staff.
• Regular Meetings: Attending and contributing to regular team meetings to discuss ongoing issues, upcoming projects, and continuous improvement initiatives.

Experience:

• A Bachelor's degree in information technology, computer science or equivalent field preferred
• A minimum of 5 years of experience in the IT industry required, 3+ years of experience with master's degree
• Proven experience in IT operations, particularly in service desk support, incident management, and vendor management.

Requirements:

• Exceptional customer service skills to facilitate effective communication with internal stakeholders.
• Strong problem-solving capabilities to efficiently prioritize and resolve technical issues.
• Proficiency in Office 365 administration, including expertise in user and license management.
• Hands-on experience with identity and access management tools, such as Microsoft Entra.
• In-depth knowledge of SharePoint administration, including maintenance and troubleshooting.
• Comprehensive understanding of network connectivity principles and troubleshooting techniques.
• Proven ability to diagnose and resolve application errors and performance-related issues.
• Demonstrated project management skills, considered highly advantageous.
• Experience in administering ticketing and incident management tools, such as BMC Remedyforce
• Demonstrated adaptability, with a strong drive to explore and implement technology-based solutions.
• Exceptional verbal and written communication skills, enabling effective interaction with stakeholders at all levels of the organization.
• Proven ability to work collaboratively as a strong team player, fostering a positive and productive team environment where ideas and concepts are constructively challenged to achieve the best outcomes.

About Herff Jones:

Indianapolis-based Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones' products include class rings and jewelry, caps and gowns, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com .

Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Herff Jones strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Herff Jones. Herff Jones will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

Other details

• Job Family JF_IT
• Job Function Information Technology
• Pay Type Salary