Position Summary

The IT Systems & Infrastructure Specialist is responsible for supporting, maintaining, and improving the organization’s IT environment, including hardware, software, network systems, and end-user support. This role ensures reliable operation of IT infrastructure, timely resolution of user issues, and proactive management of systems critical to business performance.

The position encompasses a broad range of technical responsibilities, including hardware setup and maintenance, desktop support, network administration, system engineering, and help desk response. The IT Systems & Infrastructure Specialist plays a key role in ensuring that all technology systems operate securely, efficiently, and in alignment with organizational needs.

Essential Functions

Hardware Management:

• Install, configure, and maintain computers, printers, scanners, servers, and network hardware.
• Troubleshoot, diagnose, and resolve hardware-related issues to minimize downtime.
• Maintain an accurate inventory of IT equipment and assist in hardware lifecycle management.

Desktop Support:

• Manage end-user devices, including operating systems, applications, and configurations.
• Provide technical support for software installation, updates, and user access.
• Ensure all devices are properly secured and updated in accordance with IT standards.

Network Administration:

• Maintain, configure, and monitor Microsoft Azure Active Directory and Microsoft 365 environments.
• Oversee user accounts, security rules, and software deployment.
• Support the configuration of firewalls, routers, and switches to maintain secure and reliable connectivity.

System Engineering:

• Support server setup, configuration, and maintenance, including backups and patching.
• Monitor network and system performance; identify and resolve infrastructure bottlenecks or vulnerabilities.
• Assist with implementing new technologies and infrastructure upgrades.

Help Desk & User Support:

• Serve as the first point of contact for user requests and IT troubleshooting.
• Respond promptly to tickets, documenting issues and resolutions accurately.
• Provide guidance and training to users to improve digital literacy and adherence to IT policies.

Security & Compliance:

• Support IT security initiatives, including access control, antivirus protection, and data backup integrity.
• Ensure adherence to company IT policies and compliance standards 

Education and Experience

• Associates degree in Information Systems, Computer Science, Business, or related field; or equivalent work experience.
• 2–3 years of experience in a similar role.
• Experience with Power Automate for workflow automation is a plus.
• Strong analytical and problem-solving skills.
• Effective verbal and written communication skills.
• Knowledge of data governance, compliance, or security practices.

Knowledge, Skills, and Abilities 

Knowledge

• Strong understanding of Microsoft Windows environments and Microsoft 365 administration.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, VLANs).
• Familiarity with Microsoft Azure Active Directory and cloud-based infrastructure.
• Understanding of hardware installation, imaging, and maintenance procedures.
• Knowledge of cybersecurity principles and best practices.
• Basic familiarity with IT asset management and lifecycle processes.

Skills

• Proficient in diagnosing and troubleshooting hardware, software, and network issues.
• Skilled in configuring servers, firewalls, routers, and switches.
• Ability to manage and prioritize multiple technical support requests efficiently.
• Strong documentation and record-keeping skills.
• Effective communication and interpersonal skills for supporting non-technical users.
• Strong analytical and problem-solving abilities with attention to detail.

Abilities

• Ability to work independently and collaboratively in a fast-paced environment.
• Ability to translate technical information into clear, user-friendly language.
• Ability to maintain confidentiality and adhere to data security standards.
• Ability to manage projects, prioritize tasks, and meet deadlines.
• Ability to adapt to evolving technologies and continuously improve system performance.

Key Performance Indicators 

• Response Time: Average time to respond to help desk tickets meets or exceeds defined service levels.
• Resolution Time: Percentage of IT support issues resolved within target timeframes.
• System Uptime: Network, server, and infrastructure uptime maintained at or above 99%.
• User Satisfaction: Achieve target satisfaction rating on IT support surveys or feedback.
• Security Compliance: Maintain 100% compliance with IT security and software update policies.
• Documentation Accuracy: Ensure all system configurations, assets, and support procedures are accurately documented and updated.
• Project Completion: Infrastructure and system upgrade projects completed on time and within scope.

Physical Requirements / Working Conditions:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit, stand, walk, climb, stoop, kneel, and crouch. The employee is occasionally required to balance or crawl. The employee is required to regularly operate a computer and other office machinery such as a copy machine and printer. The employee is required to regularly reach with arms and hands; use hands to handle, finger or feel objects, tools or controls. Hands and fingers may frequently perform repetitive motion. Occasionally the employee will use arms and hands to balance and climb. The employee must frequently lift and/or move up to 10 pounds. Occasionally the employee will lift and/or move up to 25 pounds with the use of a lift assist. This job requires close vision, peripheral vision, depth perception and the ability to adjust focus. Employee is required to regularly talk and hear. The person in this position frequently communicates to other employees/personnel as well as customers and must be able to exchange accurate information.