Job Description
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