IT Infrastructure Support Specialist

Job Summary:

We are seeking a proactive and detail-oriented Infrastructure Support Specialist to support and maintain critical IT infrastructure components with a focus on desktop/laptop support, Wi-Fi and LAN connectivity, firewall administration, and Microsoft 365 services.

Key Responsibilities:

Provide day-to-day support for desktops, laptops, mobile devices, and peripherals, ensuring optimal performance and minimal downtime for end users.

Troubleshoot and resolve network issues related to Wi-Fi, LAN, and VPN connectivity across multiple facilities.

Support and maintain firewalls and network security tools, working closely with the security team to enforce access controls and protect sensitive data.

Configure, deploy, and support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, and Intune.

Set up and maintain user workstations, manage Active Directory accounts, and support login/access issues in line with IT security and compliance requirements.

Provide technical assistance with software installations, updates, and configurations.

Participate in the implementation and support of infrastructure upgrades and system rollouts (e.g., device refreshes, office relocations).

Document troubleshooting steps, configurations, and issue resolutions in an ITSM platform, ensuring traceability for audits and compliance.

Assist with enforcing IT policies and maintaining compliant environments, especially around data access and device usage in regulated areas.

Qualifications: (Understanding that not all may be met)

3+ years of experience in infrastructure or desktop support.

Hands-on experience supporting desktops, laptops, and Microsoft 365 environments, including Exchange Online, Teams, and Intune.

Strong troubleshooting skills in Wi-Fi, LAN, and basic network infrastructure, including switches and access points.

Familiarity with firewall configuration and management (e.g., Palo Alto, Cisco, SonicWall).

Working knowledge of Active Directory, DNS, DHCP, and VPN technologies.

Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.

Certifications such as CompTIA A+, Network+, Microsoft 365 Certified

Preferred Qualifications:

Familiarity with mobile device management (MDM) tools.

Exposure to ITSM tools like ServiceNow, Jira, or similar.

Knowledge of basic scripting (PowerShell) for automation of routine tasks.

Work Environment:

Standard office hours with occasional after-hours support for infrastructure maintenance or urgent issues.

On-site role with regular presence required at all locations.