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