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The IT Service Delivery Analyst (AI&T) at Impulse provides first and second-line IT support and hands-on infrastructure support for assembly, integration, and test operations. This role resolves complex issues across endpoints, infrastructure, and test environments while ensuring operational readiness and reliability of systems used in integration and test activities. The Analyst operates in the Tier-2 support category, working closely with infrastructure and engineering teams and plays a key role in supporting live test operations and improving service delivery processes. Support test infrastructure such as fiber and copper connections, networking hardware, and final mile connections to endpoints Maintain and troubleshoot networking equipment and support infrastructure, such as UPS batteries, rack power distribution, networking equipment, etc Image, deploy, sustain and upgrade Linux and Windows based workstations Perform advanced troubleshooting on Linux and Windows based operator terminals providing root cause analysis and solutions Serve as the escalation point for Tier-1 support personnel while working alongside infrastructure and engineering teams to troubleshoot related operational issues Prioritize response to critical issues affecting test cart operations Ensure system and facility availability and performance throughout AI&T footprint Traffic, triage, and solve tickets in a timely manner in accordance with established SLA’s Maintain internal knowledge base and documentation 3+ years of enterprise IT support or service delivery experience Advanced troubleshooting across endpoint systems, identity services, and enterprise platforms Extensive experience diagnosing network connectivity and hardware related issues Experience working with IT service management platforms such as Zendesk or Jira Ability to troubleshoot issues spanning multiple technology domains Capacity to rapidly pivot between tasks and calls for service
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