It Infrastructure Technician

Job Summary:

• The IT Infrastructure Technician is responsible for the operational support of IT systems, applications, and hardware that support the IT infrastructure.
• Assist with technical issues that are escalated from the Help Desk.
• Perform key roles in foundational and strategic IT infrastructure projects.
• Core competencies in modern applications, systems integration, and IT architectures.

Essential Duties & Responsibilities:

• Resolve systems technology-related issues in the appropriate order as defined by the IT policy for incident prioritization and service level agreements.
• Provide advanced support and mentoring to IT Help Desk associates.
• Escalate issues in a timely manner to management and vendor support as necessary to ensure prompt resolution.
• Provide technical and user-level documentation when implementing new technology or completing upgrades to existing technologies.
• Engage in multiple IT infrastructure projects simultaneously.

Performance expectations (if applicable):

• Demonstrate a fundamental knowledge of Microsoft Windows Server and Workstation class operating systems.
• Demonstrate a developing skill set in managing application architectures deployed as client server, SaaS, or cloud-based solutions.
• Demonstrate a developing skill set to support desktop automation technologies.
• Demonstrate a developing proficiency in the desktop imaging process.
• Demonstrate a developing proficiency in automated software packaging for the purpose of creating unattended installations and managed distributions.
• Demonstrate proficiency in maintaining daily, weekly, and monthly recurring IT operational processes that support the hardware and software lifecycle for all managed endpoint devices.
• Provide advanced support for IT onboarding and offboarding processes.
• Demonstrate advanced troubleshooting in endpoint, infrastructure, and manufacturing technologies.
• Developing knowledge of the enterprise email-messaging platform and related technologies.
• Demonstrate a working and developmental aptitude for various network technologies that support the IT infrastructure.

Experience/Education Requirements:

• An associate degree in a technical field or equivalent experience is required.
• Advanced technology troubleshooting skills are required.
• Good organizational skills are required.
• Must be able to communicate effectively with associates and management throughout the company and with outside parties.

Other Requirements:

• Responsibilities require working evenings and weekends, sometimes with little advanced notice.
• Participate in the after-hours support rotation.
• Interpret and/or discuss information with others, which involves terminology or concepts not familiar to many people.
• Other duties are assigned by the manager.