Infrastructure Support Specialist

• 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. 

• 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.

• Compensation: $31.25  - $37.50.00/hr.  Actual pay is dependent on candidates overall skills for the role.
• Progressive paid time off policy that empowers you to take the time you need to recharge
• 401K Employer contribution plan, with eligibility the first of the month following 90 days of employment
• Excellent health, dental and vision insurance packages to fit your needs
• A values-driven culture with colleagues that rally around People, Accountability, Trust and Execution

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