IT Systems and Infrastructure Specialist

The IT Systems & Support Specialist oversees and maintains company hardware, software, and core business systems, while providing technical support and troubleshooting services to all employees. This role is responsible for managing company technology, supporting Microsoft 365 and related platforms, and driving system improvements that enhance operational efficiency. 

The IT Systems & Support Specialist serves as the primary point of contact for IT support and plays a key role in integrating systems, improving processes, and supporting data-driven decision-making across the organization. This position functions as the primary role on the IT team, collaborates with all departments, and supports company-wide technology initiatives.  

Essential Job Duties and Responsibilities 

• Helpdesk & End-User Support 
• Respond to requests for technical assistance through the ticketing system in a timely and professional manner  
• Diagnose and resolve hardware, software, network, and system issues 
• Provide training and guidance to employees on systems, tools, and best practices 
• Serve as a customer-service oriented resource for all internal users 
• Microsoft 365 & Systems Administration 
• Administer and support Microsoft 365 environment (Outlook, Teams, SharePoint, user access, permissions, and configurations) 
• Troubleshoot user issues including email signatures, auto-responders, and system access 
• Support ongoing optimization and effective use of Microsoft tools across departments 

Hardware & IT Operations 

• Manage onboarding and offboarding technology needs, including system access and equipment provisioning  
• Maintain and troubleshoot company hardware including laptops, mobile devices, and networking equipment and supply chain software including RF Smart 
• Manage company devices, inventory, and user assignments  
• Support phone systems (cellular and desk phones) and related technologies 

Systems Integration & Process Improvement 

• Identify opportunities to streamline workflows and reduce manual processes 
• Support integration between business systems (Microsoft tools, NetSuite, and other platforms) 
• Assist in implementing new systems, tools, and process improvements 

Data & Reporting Support 

• Support data extraction, reporting, and basic analysis across business systems 
• Assist departments in improving access to and use of business data 
• Contribute to development of more efficient reporting processes 

General IT Support & Maintenance 

• Perform ongoing system maintenance to ensure security, reliability, and performance  
• Support software upgrades and implementation as needed  
• Maintain networks across company locations  
• Complete additional IT-related responsibilities as assigned  

Education and Experience Requirements 

• High School Diploma or equivalent required  
• Minimum of 5 years of relevant IT support or systems experience  

Preferred Skills and Abilities 

• Bachelor’s Degree in Information Technology or related field preferred  
• Strong working knowledge of Microsoft 365 suite (required)  
• Experience with ERP systems (NetSuite preferred) 
• Experience with helpdesk/ticketing systems 
• Experience with RF Smart  
• Basic networking and infrastructure knowledge, experience with Mikrotik Routers a plus 
• Experience with system integration and process automation a plus 
• Data analysis, reporting, or data informatics experience strongly preferred 

Core Competencies 

• Strong troubleshooting and problem-solving skills  
• Ability to manage competing priorities and work independently  
• Excellent communication skills with ability to translate technical concepts to non-technical users 
• High level of customer service and responsiveness 
• Strong attention to detail and organizational skills 
• Adaptability and continuous learning mindset 

Working Conditions 

• Office-based role with occasional work in shop or warehouse environments 
• Occasional lifting of IT equipment may be required 
• Travel may be required on a limited basis to support IT needs in Automation-X locations