Sr. Information Services Analyst

Position Summary:

Reporting to the IT Operations Manager, this role supports and administers Palmer Holland's day-to-day technology environment across endpoints, identity, infrastructure, security operations, and employee technology services. It offers broad technical responsibility for an experienced IT professional who can contribute independently, take ownership of recurring operational work, and continue developing across systems administration, automation, and IT operations. This position works as part of an experienced IT Operations team with complementary expertise across systems, infrastructure, cybersecurity, identity, and end-user technologies.

Essential Tasks of the Position:Operational & IT Services

• Provide technical support, resolve incidents and service requests, and maintain accurate ticket documentation.

Endpoint & Asset Lifecycle

• Configure, deploy, administer, replace, and retire laptops, workstations, and other endpoint devices.
• Administer endpoint-management platforms and maintain device configuration and security standards.
• Support company-managed mobile devices, including iPhones, as part of the overall endpoint environment.
• Coordinate IT equipment procurement, inventory, warranties, replacement cycles, and secure disposal.

Identity, Access & Security

• Administer Active Directory, Microsoft Entra ID, groups, permissions, and employee access.
• Perform recurring access and privileged-access reviews and support remediation of identified issues.
• Support endpoint security, patching, vulnerability remediation, security-platform health, and assigned incident-response activities.

Systems & Infrastructure Operations

• Administer and support Windows server, endpoint, network, cloud, and related infrastructure technologies.
• Troubleshoot infrastructure, connectivity, VPN, authentication, and system-performance issues.
• Support infrastructure maintenance, upgrades, monitoring, configuration, and lifecycle activities.

Backup, Recovery & Readiness

• Perform and document scheduled backup and recovery validation, and participate in recovery testing.
• Maintain recovery procedures and participate in incident-response and disaster-recovery exercises.
• Support incident-response readiness, including response procedures, tabletop exercises, post-incident reviews, and assigned corrective actions.
• Identify operational readiness gaps and drive assigned remediation.

Operational Stewardship

• Own assigned recurring operational and security controls, including cadence, execution, documentation, and evidence retention.
• Perform recurring access, asset, endpoint, patch, vulnerability, recovery, security-platform, and infrastructure reviews.
• Identify opportunities to automate, standardize, simplify, or eliminate recurring operational work.

Documentation, Training & Collaboration

• Develop training materials and provide end-user instruction on supported technologies and IT processes.
• Collaborate with IT team members, business departments, vendors, and technology partners; support projects and technology evaluations.

Quality:

Activities of the position affect quality objectives. Responsibilities and authorities include where appropriate:

· Initiate action to prevent the occurrence of any nonconformities.

· Identify and record nonconformities that you observe and/or that are reported to you including any steps taken to remedy and/or prevent nonconformities.

· Initiate, recommend, or provide solutions through designated channels. Verify the implementation of solutions in areas under your control.

· Perform duties and tasks as prescribed in company policies, procedures, and work instructions.

First 12-Month Outcomes

· Independently assumes a meaningful share of systems, identity, endpoint, and security-operational responsibilities.

· Recurring operational and security controls are completed on schedule with evidence retained.

· Employee lifecycle, endpoint, mobile device, and asset-management processes have clear and reliable ownership.

· Key-person dependency is reduced through documentation, cross-training, and broader operational coverage.

· Routine operational demand requires less intervention from specialized IT resources.

Requirements:Experience:

• 7+ years of progressive experience across IT operations, systems administration, infrastructure support, endpoint management, or related technical roles.

Knowledge/Skills:

• Strong hands-on experience with Windows Server, Windows endpoints, Active Directory, and Microsoft Entra ID.
• Hands-on experience with core infrastructure and networking services, including DNS, DHCP, TCP/IP, VPN, firewalls, and wireless.
• Hands-on experience with endpoint management, patching, software deployment, and security/vulnerability remediation.
• Demonstrated ability to independently troubleshoot and own complex technical issues across multiple technology domains.
• Strong technical documentation, communication, and customer-service skills.
• Excellent verbal and written communication abilities
• Ability to maintain professional conduct that exemplifies the corporate policies at all times, particularly when interacting directly with internal and external customers
• Ability to handle sensitive information with confidentiality and discretion.
• Detail-oriented with strong, accurate clerical skills.
• Proficient at multi-tasking
• Proactive problem solver
• Highly motivated

Physical Requirements:

• Satisfactory motor skills relevant to position
• Ability to sit for long periods of time
• Ability to lift to 25 pounds