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IT Infrastructure & Support Specialist (Harper Woods)
IT Infrastructure & Support Specialist (Harper Woods)RGBSI • Harper Woods, MI, United States
IT Infrastructure & Support Specialist (Harper Woods)

IT Infrastructure & Support Specialist (Harper Woods)

RGBSI • Harper Woods, MI, United States
[job_card.variable_hours_ago]
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  • [job_card.full_time]
[job_card.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
  • 24+ 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

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    It Support Specialist • Harper Woods, MI, United States

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