Infrastructure Agent - Information Technology - Service Desk

City of Abilene offers an onsite Infrastructure Agent role in Abilene, TX, with a competitive hourly pay of $25 - $30 per hour. This position sits within the Service Desk and focuses on supporting and maintaining IT infrastructure, including servers, storage, and monitoring. You will assist with Windows server administration, work to keep systems available, and troubleshoot issues across enterprise applications, virtualization, and storage solutions. The role emphasizes collaboration with experienced teammates, hands-on problem solving, documentation, and knowledge sharing to strengthen the team. A two-year IT background and an associate or bachelor’s degree (preferred) set you up for success here.

Responsibilities

• Serve as the initial point of contact for infrastructure and cloud service requests and incidents.
• Diagnose and resolve issues involving Active Directory, servers, storage, Microsoft 365, and basic networking.
• Support Windows based environments, including workstations, remote desktops, and virtualized platforms.
• Assist with patch management, endpoint security, and device compliance policies.
• Document troubleshooting steps, create knowledge base articles, and capture resolution procedures.
• Collaborate with senior IT staff to support infrastructure maintenance, system updates, and cloud migrations.
• Provide hands-on guidance during issue resolution to help teammates develop technical skills.
• Contribute to the knowledge base by documenting solutions and procedures.
• Assist in onboarding and training new technicians by sharing best practices and troubleshooting techniques.
• Help generate reports on Service Desk performance, ticket trends, and IT asset usage.
• Assist with managing Microsoft 365, including Exchange and OneDrive.
• Perform other job-related duties and responsibilities as assigned.

Requirements

• Two years of IT experience, with a focus on infrastructure and/or service desk operations.
• Experience working with edge equipment and their configurations and maintenance.
• Hands-on experience with Windows environments, endpoint troubleshooting, and cloud services is preferred.
• Experience with IT service management (ITSM) tools is preferred.

Technology Stack

• Active Directory
• Microsoft 365
• Azure Active Directory (Entra ID)
• Exchange Online
• Microsoft Intune
• PowerShell

Qualifications and Education

Education: Associate or bachelor's degree is preferred.

Licenses, Certifications, and Special Requirements

• A valid Texas driver’s license, with the ability to obtain one within 90 days of employment; military waiver preferred.
• Certifications such as CompTIA Cloud+, CompTIA IT Fundamentals, CompTIA A+, IT Asset Management, or equivalent are preferred.

Physical and Work Environment

• Most tasks are performed in a sedentary setting with occasional lifts as needed for equipment or supplies; lifting duties are generally light to moderate depending on the task.
• Visual demands are frequent, with regular talking and listening requirements.
• Work activities may involve sitting for extended periods, with infrequent standing or walking.