Infrastructure Engineer I - Department of Biostatistics

The Infrastructure Engineer I supports the planning, design, implementation, and ongoing management of end-user computing environments and IT infrastructure that enable St. Jude’s life-saving care and research. This role contributes to the technical configuration and strategic recommendations for endpoint devices, ensuring solutions are secure, reliable, and aligned with organizational needs. The engineer maintains current knowledge of emerging technologies, evaluates vendor offerings, and provides informed recommendations that support thoughtful investment in hardware and software.

In partnership with cross-functional teams, this role delivers both frontline and escalated support to end users, ensuring consistent, dependable access to critical systems, devices, and applications. Through a commitment to service excellence, the Infrastructure Engineer I helps create a seamless technology experience that empowers staff to focus on advancing St. Jude’s mission of finding cures and saving children.

This job is onsite and in person in Memphis, TN.

Job Responsibilities:

• Provide Tier 1/2 end user support for hardware, software, and connectivity issues, ensuring timely resolution and high customer satisfaction.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and standard business applications.
• Support onboarding and offboarding activities, including user account setup, access provisioning, and system configuration.
• Document incidents, service requests, and resolutions in the service management system while adhering to SLAs.
• Contribute to knowledge base documentation and support continuous improvement of IT support processes.
• Assist with provisioning, configuration, deployment, and support of end user devices including laptops, desktops, and mobile devices.
• Maintain standard device images, configurations, and software packages in alignment with security and compliance requirements.
• Support device lifecycle processes including inventory tracking, asset management, refresh cycles, and decommissioning.
• Ensure devices are properly enrolled and managed through endpoint management tools (e.g., MDM/endpoint management platforms).
• Coordinate with internal teams for device procurement, staging, and distribution.
• Provide general on-site IT support, including statistical software installations and application support.
• Contribute to IT infrastructure/network projects/operations as directed.
• Provide customer solutions around infrastructure/network in line with defined service level commitments.
• Consolidate and communicate KPIs and activity tracking indicators with team and business stakeholders as requested.