IT Infrastructure & Support Specialist

Overview

As an IT Infrastructure & Support Specialist, you will combine technical troubleshooting skills with hands‑on infrastructure management. Your role involves resolving IT tickets, managing hardware and software assets, and performing physical tasks such as cable installations. You will ensure seamless connectivity and system functionality while supporting both end-users and backend infrastructure.

Provide on‑site end‑user support at the Harper facility, focusing on printers/plotters, AutoCAD LT installs and performance troubleshooting, Office 365 support, Tier 1 remote assistance via Team Viewer and Fresh service, and on‑site inventory management. No cabling/wiring work required.

• Serve as the on‑site IT point of contact for Harper users; handle walk‑ups and scheduled support.
• Install, configure, and troubleshoot AutoCAD LT; address performance issues (workstations, drivers, plots).
• Set up and maintain printers/plotters (including CAD printers); resolve jams, drivers, queues, and connectivity.
• Provide Tier 1 ticket support remotely via Team Viewer/Fresh service; triage, resolve, and upscale per SOP.
• Support Office 365 (Outlook, Teams, One Drive/SharePoint) and common desktop apps; handle account/access issues.
• Perform workstation setup/imaging, peripheral support (docks, monitors, scanners), and basic hardware troubleshooting.
• Manage on‑site IT inventory: track check‑in/out of laptops and peripherals, maintain spares stock, process RMAs/repairs, and keep asset records current.
• Maintain accurate ticket updates, asset records, and quick guides for recurring issues.
• Coordinate with central IT for escalations (networking, server‑side, advanced CAD issues); no wiring work.

• 2–4+ years in IT support/help desk/desktop support.
• Strong Windows workstation support; printer/plotter setup and troubleshooting experience.
• Hands‑on AutoCAD LT install/support; familiarity with CAD performance tuning basics.
• Office 365 support experience; user/account/application troubleshooting.
• Comfortable with remote support tools (Team Viewer) and ticketing (Fresh service).
• Clear, patient communication; ability to work independently on‑site.
• Able to lift/move typical IT gear (monitors/printers) 50 LB.

• Required:
  
  CompTIA A+ (or equivalent experience).
• Preferred:
  CompTIA Network+, ITIL Foundation, Microsoft MD‑102 (or MS‑900), Autodesk Certified User – AutoCAD.

• Basic scripting (Power Shell) for repeatable tasks.
• Experience with CAD peripherals/environments; driver/package deployment familiarity.
• ITIL/CompTIA A+/Network+ helpful but not required.

• Ticket SLA adherence and first‑contact resolution.
• User satisfaction/CSAT at Harper.
• Uptime/readiness of printers/plotters and CAD workstations.
• Accuracy of on‑site inventory and asset records.
• Quality/coverage of documentation and ticket notes.

• On‑site at Harper; occasional short trips to nearby buildings.
• Standard business hours; after‑hours only for priority escalations if needed (specify cadence if applicable).

IT Manager

Medical, dental, 401k, short‑term disability, AD&D, tuition reimbursement, and more.

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