Infrastructure Technology Support Technician

Summary
The Infrastructure Technology Support Technician provides technical and professional IT support across the organization, including user account management, server and network administration, user and manufacturing computer repair and configuration, end-user training, and proactive system monitoring. This role ensures reliable IT operations and helps position technology as a service-driven partner to the business.
Key Responsibilities

• Maintain and support PCs, printers, modems, switches, routers, infrastructure wiring, and other IT-related equipment across office and manufacturing environments.
• Administer VoIP telephone systems, including user setup, feature management, voicemail, and phone security.
• Provide one-on-one user training and ensure compliance with company policies.
• Create and maintain user accounts across multiple systems, including Active Directory and cloud-based business applications.
• Manage and prioritize end-user support requests through the Help Desk ticketing system.
• Install, configure, and perform appropriate repairs to hardware, software, and peripherals in line with technical specifications.
• Diagnose and resolve technical issues by reviewing manuals, consulting forums, and working directly with end users.
• Collaborate with other Corporate IT members and 3rd party vendors to design, implement, and maintain company-wide IT strategies and standards.
• Promote and drive adoption of standardized infrastructure, business systems, and best practices.
• Identify and act on opportunities to improve IT efficiency, responsiveness, and cost-effectiveness.
• Deliver IT services with a customer-focused, service-oriented approach to internal and external stakeholders.
  

Key Skills And Competencies

• Strong troubleshooting and problem-solving skills across PC, server, and network systems, including wired and wireless infrastructure (Cisco/Ubiquity preferred).
• Experience with system administration, server management, and cloud services (Microsoft 365 / Azure).
• Ability to translate technical solutions into user-friendly guidance and provide top-tier end-user support.
• Demonstrated ability to prioritize, track, and resolve multiple IT tasks in a fast-paced manufacturing environment, including on-call support for off-shift issues.
• Business-focused, customer-oriented service mentality with high integrity, self-motivation, and proactive thinking.
• Proficiency with Help Desk ticketing systems, monitoring tools, and IT documentation.
• Strong written and verbal communication and interpersonal skills; ability to mentor and train users.
• Ability to work safely around manufacturing equipment and maintain a professional and responsive service presence.
  

Education And Experience Requirements

• Post-secondary education in a related field preferred but not required.
• Minimum of three years of experience supporting IT equipment, including PC support, network administration, and system/server management; experience in a manufacturing environment preferred.
• Hands-on experience with:
• Microsoft Active Directory, Windows Server and Win Client OS
• VMware or another Hypervisor, and virtual server management
• Linux (Ubuntu Linux, Oracle Linux, Red Hat, etc.)
• Microsoft 365 tenancy
• Azure, AWS, OCI or other cloud infrastructure
• Ring Central or other VoIP telephony
• Demonstrated success in delivering business value through IT-enabled solutions.
• Strong project management skills with the ability to oversee multiple initiatives simultaneously.
• Proven vendor management experience.
• Experience in operations, customer service, supply chain, or other business functions outside of IT is desirable.
  

Working Conditions/Other

• Full Time, Salary Non-Exempt, 40 hours per week, Monday – Friday
• On-call availability for off-shift issues as required.
• Occasional travel to other facilities may be required.
• This job works both in a normal office environment and in the plant with some exposure to noise, dust, and machinery. Approximately 60% / 40%.
• Sitting/standing, free to move around, some repetitive movements (i.e., keyboarding)
• Sustained visual concentration on numbers, policy documents, etc. while viewing small areas such as monitors and small screens.
• Maintains up-to-date knowledge of federal and state employment law, compliance, trends, new technologies and best practices in areas of responsibilities.
  

This position description is not intended to be an exhaustive list of all duties, responsibilities and competencies required of this position. Employees are held accountable for all aspects of the job, which are subject to change at any time. An individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.