IT Infrastructure Analyst

IT Infrastructure Analyst III At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Job Description Provide technical support to end users by diagnosing and resolving hardware, software, network, and Microsoft 365-related issues. Ensure timely resolution of incidents and service requests, maintain high levels of customer satisfaction, and support the organization's IT infrastructure through effective troubleshooting, user administration, and adherence to service management processes. Ensuring full adherence to all IT and security compliance requirements. This role requires strong technical expertise, problem-solving skills, and a customer-centric approach to deliver reliable and efficient IT support services. Support Model: Rotational shifts with mandatory on-site support; work-from-home is not applicable. Support Model: Rotational shifts with mandatory Work from Office only. Work-from-home is not applicable. Key Responsibilities Install, configure, and maintain Windows/Mac OS desktops/laptops, printers, and mobile devices. Document incidents, resolutions, and procedures. Support onboarding and offboarding activities. Configure and support mobile devices using Mobile Device Management (MDM) solutions. Investigate and resolve complex desktop, application, and network issues. Manage incident, problem, and change tickets according to ITIL processes. Administer Microsoft 365, Azure AD, Intune, and endpoint management platforms. Create technical documentation and knowledge base articles. Collaborate with infrastructure, security, and application teams. Handle critical and high-priority incidents. Perform root cause analysis and implement preventive measures. Coordinate with vendors and third-party support teams for hardware repairs and warranty services. Leadership and stakeholder management skills. Provide remote troubleshooting support. Communicate effectively with users regarding ticket status. Deliver excellent customer service while meeting defined Service Level Agreements (SLAs). Support conference room technologies, video conferencing systems, and collaboration tools. Required Skills Windows 11 Support/ MAC support ServiceNow Networking Fundamentals Remote Support Tools Strong customer service and communication skills. Endpoint management (Intune, SCCM). ITIL framework knowledge. Root cause analysis and troubleshooting skills. ITIL Foundation, Microsoft certifications preferred Knowledge of Windows/MAC operating systems. Basic networking concepts (TCP/IP, DNS, DHCP). Azure Active Directory / Entra ID Education • 4 year Bachelors Degree (Preferred) Experience • 2 or more years of experience (Preferred) Supervisory Responsibilities • This job does not have supervisory duties. Education & Experience (in lieu) • In lieu of the above education requirements, an equivalent combination of education and experience may be considered. Primary Skills Incident Management, Information Technology (IT) Infrastructure, Infrastructure Monitoring, IT Infrastructure Support, Problem Resolution Shift Time Shift A (India) Recruiter Info Dipti Murudkardsudh@allstate.com About Allstate Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact. The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition. Learn more about Allstate India here . Experience Level Senior Level