IT Infrastructure Support Specialist

IT Infrastructure Support Specialist – Job Description

Experience Required: Minimum 5 years of hands-on IT support experience (well-rounded technical strong customer service skills).

Preferred: ServiceNow ticketing knowledge (not mandatory).

Purpose of the Role

The IT Infrastructure Support Specialist supports 24/7 operations for PCs, servers, and networking equipment at a manufacturing site. The role also coordinates small to medium-scale IT projects and contributes to larger initiatives such as audit remediation, cyber projects, AGV, MONK, and SMOM deployments.

Customers & Reporting

• Customers: Office and manufacturing personnel.
• Key Collaboration: Engineering, Infrastructure, and Business teams.
• Reporting Structure: Part of the ITS Infrastructure Coordination & Delivery team with possible functional direction from on-site leads.

Key Responsibilities

1. Network Support

• Install and support network devices in coordination with Network Operations.
• Assist with handheld RF scanner configurations.

2. Server Support & Maintenance

• Coordinate or perform installation of physical/virtual servers.
• Support OS upgrades, patching, and routine server maintenance with Server Team guidance.

3. PC Support & Deployment

• Full lifecycle support: ordering, imaging, troubleshooting, replacement.
• Maintain accurate hardware inventory via ServiceNow.

4. Printers & Multi-Function Devices

• Manage printer fleet, procure hardware, and provide basic support.
• Escalate advanced printer issues to vendors.

5. Unified Communications

• Install and support video/voice UC devices with UC Operations assistance.

6. Mobile Device Support

• Support mobile device procurement and basic configuration.

7. Surplus & Asset Management

• Document and coordinate IT surplus hardware for inventory and disposal processes.

Operational Excellence Responsibilities

• Provide operational support for mill computer systems and applications.
• Lead cyber and infrastructure projects.
• Coordinate local infrastructure vendor activities.
• Ensure LAN/WAN systems meet compliance standards.
• Manage access to MDF and restricted IT areas.
• Maintain site IT Business Continuity Plan and develop 1–3 year IT roadmap.

Technology Liaison Responsibilities

• Communicate technology needs and recommendations between site and centralized IT teams.
• Support onboarding, account setup, and user training.
• Educate users on available technologies and ensure proper adoption.
• Manage communications for new technical deployments.
• Promote teamwork, quality service, and customer-focused support.

Basic Qualifications

• Associate Degree required.
• 5 years relevant IT experience (or 7–9 years applied experience).
• Strong hands-on experience with:
• Windows XP/7/10/11, Windows Server 2003–2019
• SQL Server versions 2003–2019
• Cisco Networking, LAN/WAN, Wireless networks, Firewalls
• Microsoft Office, O365, SharePoint
• Smartphones/tablets (iOS & Android)
• Experience with incident/request ticketing systems (ServiceNow preferred).