Infrastructure Support Specialist

Tampa, FL - USA

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings adhesives and sealants serving the construction and industrial end markets. ICP Group is comprised of leading brands known for innovation quality and performance. Founded in 2015 and supported by a lean corporate team ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings adhesives and sealants companies in North America. ICP Group is headquartered in Andover MA and has manufacturing and distribution sites throughout North America Latin America UK Europe and the Asia Pacific region.

ICP Group is looking to hire an Infrastructure Support Specialist to join our team. The Infrastructure Support Specialist plays a critical role inmaintainingthe stability and reliability of the organizations IT environment. As the primary point of contact for technicalassistance this position is responsible not only for addressing end-user concerns efficiently but also for ensuring that service delivery meets established standards for timeliness and quality. The specialist is expected to diagnose resolve and prevent issues to support the seamless functioning of business operations.

Key Responsibilities:

Monitor and respond promptly to help desk tickets emails and calls ensuring all requests are acknowledged and triaged within designated service-level agreements (SLAs).

Diagnose troubleshoot and resolve hardware software and connectivity issues for desktops laptops printers mobile devices and other peripherals striving for first-contact resolution whenever possible.

Assistwith onboarding and offboarding processes including user account creation permissions management and secure decommissioning of equipment while adhering to company protocols and security standards.

Install configure and update operating systems and software applications ensuring compliance with organizational policies andtimelyrollouts of patches and upgrades.

Perform scheduled system monitoring backups and preventative maintenance tasks proactivelyidentifyingand addressing potential issues before theyimpactusers.

Document service requests incidents solutions and procedural guides in the help desk ticketing system and knowledge base contributing to organizational learning and improved response times.

Escalate complex or unresolved problems to senior IT staff or external vendors asappropriate following established escalation protocols to ensuretimelyresolution.

Provide end-user training and guidance on IT best practices security awareness and policies fostering self-service and reducing recurring issues.

Collaborate on IT projects such as hardware refreshes system upgrades office relocations and process improvements ensuring milestones are achieved within specifiedtimeframes.

Maintain and track IT asset inventory supporting lifecycle management andtimelyprocurement or retirement of equipment.

Activelymonitorticket queues and departmental dashboards prioritizing urgent requests and communicating estimated resolution times to end-users to manage expectations effectively.

Continuously evaluate and suggest process enhancementsto improvehelp desk workflows increase service efficiency and reduce downtime.

Participate in after-hourssupportrotations or respond to major incidents as needed to ensure uninterrupted IT services.

Requirements and Experience:

Associate degree or equivalent experience in Information Technology Computer Science ora relatedfield.

1 years of experience in a technical support or help desk environment preferred.

Demonstrated ability to providetimely courteous and effective support under pressure.

Strong technical knowledge of Windows and/or macOS Microsoft Office Suite and common business applications.

Familiarity with networking fundamentals (TCP/IP DNS DHCP) and diagnostic tools.

Excellent communication organizational and problem-solving skills.

Ability to manage multiple priorities meet deadlines andmaintaincomposure in fast-paced environments.

Customer service orientation and commitment to continuous improvement.

Relevant certifications (e.g. CompTIA A Microsoft Certified Professional) are an asset.
Work environment: This position is primarily office-based and may require occasional lifting and moving of IT equipment. Flexibility for after-hours or weekend work may be necessary to support critical incidents or infrastructure projects.

ICP Group is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race sex color national origin age disability veteran status genetic data or religion or other legally protected status.

Required Experience:

Manager

Monitor and respond promptly to help desk tickets emails and calls ensuring all requests are acknowledged and triaged within designated service-level agreements (SLAs).

Diagnose troubleshoot and resolve hardware software and connectivity issues for desktops laptops printers mobile devices and other peripherals striving for first-contact resolution whenever possible.

Assistwith onboarding and offboarding processes including user account creation permissions management and secure decommissioning of equipment while adhering to company protocols and security standards.

Install configure and update operating systems and software applications ensuring compliance with organizational policies andtimelyrollouts of patches and upgrades.

Perform scheduled system monitoring backups and preventative maintenance tasks proactivelyidentifyingand addressing potential issues before theyimpactusers.

Document service requests incidents solutions and procedural guides in the help desk ticketing system and knowledge base contributing to organizational learning and improved response times.

Escalate complex or unresolved problems to senior IT staff or external vendors asappropriate following established escalation protocols to ensuretimelyresolution.

Provide end-user training and guidance on IT best practices security awareness and policies fostering self-service and reducing recurring issues.

Collaborate on IT projects such as hardware refreshes system upgrades office relocations and process improvements ensuring milestones are achieved within specifiedtimeframes.

Maintain and track IT asset inventory supporting lifecycle management andtimelyprocurement or retirement of equipment.

Activelymonitorticket queues and departmental dashboards prioritizing urgent requests and communicating estimated resolution times to end-users to manage expectations effectively.

Continuously evaluate and suggest process enhancementsto improvehelp desk workflows increase service efficiency and reduce downtime.

Participate in after-hourssupportrotations or respond to major incidents as needed to ensure uninterrupted IT services.

Requirements and Experience:

Associate degree or equivalent experience in Information Technology Computer Science ora relatedfield.

1 years of experience in a technical support or help desk environment preferred.

Demonstrated ability to providetimely courteous and effective support under pressure.

Strong technical knowledge of Windows and/or macOS Microsoft Office Suite and common business applications.

Familiarity with networking fundamentals (TCP/IP DNS DHCP) and diagnostic tools.

Excellent communication organizational and problem-solving skills.

Ability to manage multiple priorities meet deadlines andmaintaincomposure in fast-paced environments.

Customer service orientation and commitment to continuous improvement.

Relevant certifications (e.g. CompTIA A Microsoft Certified Professional) are an asset.
Work environment: This position is primarily office-based and may require occasional lifting and moving of IT equipment. Flexibility for after-hours or weekend work may be necessary to support critical incidents or infrastructure projects.

Required Experience:

Manager