IT Infrastructure & Support Specialist

Job description: 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/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.

This position is ideal for someone who enjoys working with both digital systems and physical infrastructure.

Role 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 TeamViewer and Freshservice, and on-site inventory management.

No cabling/wiring work required.

Key responsibilities 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 TeamViewer/Freshservice; triage, resolve, and escalate per SOP.

Support Office 365 (Outlook, Teams, OneDrive/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.

Requirements 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 (TeamViewer) and ticketing (Freshservice). Clear, patient communication; ability to work independently on-site.

Able to lift/move typical IT gear (monitors/printers) 50LB Certifications Required: CompTIA A+ (or equivalent experience). Preferred: CompTIA Network+, ITIL Foundation, Microsoft MD-102 (or MS-900), Autodesk Certified User – AutoCAD.

Nice to have Basic scripting (PowerShell) for repeatable tasks.

Experience with CAD peripherals/environments; driver/package deployment familiarity.

ITIL/CompTIA A+/Network+ helpful but not required.

Success measures 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.

Work conditions 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). Reports to: IT Manager