Infrastructure Support Specialist

Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants serving the construction and industrial end markets. ICP Group is comprised of leading brands known for innovation, quality, and performance. Founded in 2015 and supported by a lean corporate team, ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings, adhesives, and sealants companies in North America. ICP Group is headquartered in Andover, MA and has manufacturing and distribution sites throughout North America, Latin America, UK, Europe and the Asia Pacific region.

ICP Group is looking to hire an Infrastructure Support Specialist to join our team. The Infrastructure Support Specialist plays a critical role in maintaining the stability and reliability of the organization’s IT environment. As the primary point of contact for technical assistance, this position is responsible not only for addressing end-user concerns efficiently but also for ensuring that service delivery meets established standards for timeliness and quality. The specialist is expected to diagnose, resolve, and prevent issues to support the seamless functioning of business operations.

Key Responsibilities

• Monitor and respond promptly to help desk tickets, emails, and calls, ensuring all requests are acknowledged and triaged within designated service-level agreements (SLAs).
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues for desktops, laptops, printers, mobile devices, and other peripherals, striving for first-contact resolution whenever possible.
• Assist with onboarding and offboarding processes, including user account creation, permissions management, and secure decommissioning of equipment, while adhering to company protocols and security standards.
• Install, configure, and update operating systems and software applications, ensuring compliance with organizational policies and timely rollouts of patches and upgrades.
• Perform scheduled system monitoring, backups, and preventative maintenance tasks, proactively identifying and addressing potential issues before they impact users.
• Document service requests, incidents, solutions, and procedural guides in the help desk ticketing system and knowledge base, contributing to organizational learning and improved response times.
• Escalate complex or unresolved problems to senior IT staff or external vendors as appropriate, following established escalation protocols to ensure timely resolution.
• Provide end-user training and guidance on IT best practices, security awareness, and policies, fostering self-service and reducing recurring issues.
• Collaborate on IT projects such as hardware refreshes, system upgrades, office relocations, and process improvements, ensuring milestones are achieved within specified timeframes.
• Maintain and track IT asset inventory, supporting lifecycle management and timely procurement or retirement of equipment.
• Actively monitor ticket queues and departmental dashboards, prioritizing urgent requests and communicating estimated resolution times to end-users to manage expectations effectively.
• Continuously evaluate and suggest process enhancements to improve help desk workflows, increase service efficiency, and reduce downtime.
• Participate in after-hours support rotations or respond to major incidents as needed to ensure uninterrupted IT services.
  
  

Requirements And Experience

• Associate degree or equivalent experience in Information Technology, Computer Science, or a related field.
• 1 years of experience in a technical support or help desk environment preferred.
• Demonstrated ability to provide timely, courteous, and effective support under pressure.
• Strong technical knowledge of Windows and/or macOS, Microsoft Office Suite, and common business applications.
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP) and diagnostic tools.
• Excellent communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities, meet deadlines, and maintain composure in fast-paced environments.
• Customer service orientation and commitment to continuous improvement.
• Relevant certifications (e.g., CompTIA A , Microsoft Certified Professional) are an asset.
• Work environment: This position is primarily office-based and may require occasional lifting and moving of IT equipment. Flexibility for after-hours or weekend work may be necessary to support critical incidents or infrastructure projects.
  
  

ICP Group is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.