Site IT Support Professional - Onsite

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The Site IT Support Professional provides high-quality, onsite IT service delivery with a primary focus on executive support, audiovisual (AV) services, IT field services, and site-based IT project support.

The role operates under the leadership of the IT Cluster Lead and takes day-to-day direction and prioritization from the Site IT Lead (Chestnut Run Plaza). Acting as a trusted local delivery contact, the role coordinates with Corporate IT teams, service providers, and vendors to ensure a reliable, professional, and responsive IT experience for senior stakeholders and site users.

This role is primarily based at the Chestnut Run Plaza (CRP), providing onsite IT support from that location. Secondary onsite support at the Experimental Station may be required where specific business needs or site-based activities require it.

Primary Duties & Responsibilities

IT Operations – Service Delivery

• Deliver onsite IT field services and walk-up support for end users, including laptops, peripherals, mobile devices, connectivity, and standard enterprise applications.
• Ensure consistent and high-quality IT user support is delivered via the Walk-Up Bar facility.
• Provide hands-on support for AV systems, meeting room technologies, and collaboration platforms, including setup, testing, live meeting support, and rapid issue resolution.
• Ensure executive and board meeting environments are fully operational and tested in advance of scheduled sessions.
• Take ownership of assigned user issues through to resolution, coordinating with Corporate IT teams or service providers and escalating where required via established channels.
• Apply standard incident, problem, and change management processes in daily operations, using approved tools and workflows.
• Support installation, updating, patching, and monitoring of approved operating systems and applications, coordinating maintenance windows with end users as required.
• Support onboarding, configuration, and lifecycle activities for end-user computing devices in line with corporate standards.
• Ensuring uptime of IT infrastructure and hardware: server & storage systems, switches and telecom, laptops, printers and other peripherals. Uptime of network including data, wireless, voice networks, modems, firewalls, and video conferencing.
• Provide user communications, training and guidance on IT tools, services, and new technologies to support effective adoption at site level.
  
  
  

Executive & Senior Stakeholder IT Support

• Provide direct IT support to executives and senior stakeholders, acting with professionalism, discretion, and calm execution in high-visibility and time-critical environments.
• Deliver live AV and collaboration technology support during executive and board meetings, including rapid diagnosis and resolution of issues.
• Proactively identify recurring executive-impacting issues and work with relevant IT teams or vendors to improve service stability and reliability.
  
  
  

Site-Based Project Support

• Provide onsite IT support for projects impacting supported locations, including office moves, technology refreshes, meeting room upgrades, and other site-specific initiatives.
• Support testing, transition, and handover of project deliverables into operational service in coordination with project teams and IT stakeholders.
  
  
  

Service Delivery & Continuous Improvement

• Apply consistent IT service management standards, processes, and tools in daily execution.
• Balance immediate operational needs with awareness of longer-term service stability and improvement opportunities.
• Identify and escalate site-specific risks, dependencies, or constraints that could impact service continuity or project outcomes.
• Provide feedback to Corporate IT teams and service providers to support continuous service improvement.
  
  
  

Education & Experience

Required:

• 5 years of experience working in a similar tole
• IT-related degree or equivalent relevant technical experience gained through hands-on roles in IT service delivery, field services, or end-user support.
• Strong practical experience in onsite IT service delivery environments. The candidate should be a skilled IT generalist who can understand a wide array of IT infrastructure, including LAN, WAN, telephony, video conferencing, audio-visual and end-user computing.
• Proven experience supporting executives and senior stakeholders in high-visibility, time-critical situations.
• Hands-on experience with AV systems, meeting room technologies, and collaboration platforms.
• Solid understanding of end-user computing environments, including operating systems, laptops, mobile devices, peripherals, and standard enterprise applications.
• Working knowledge of networking concepts, including wired and wireless connectivity and common troubleshooting approaches.
• Ability to analyze and resolve issues independently, including where information may be incomplete or ambiguous.
• Strong communication and interpersonal skills, with the ability to build trust and work effectively with users at all levels of the organization.
  
  
  

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