IT Support & Infrastructure Analyst

At the heart of what we are, we are a small company that specializes in manufacturing personal care products. While we are much bigger now than what we were 20 years ago or even 5 years ago, our company was built on a belief that being small meant that we had to be faster than our competition, smarter, braver and of course, nicer. We knew that in order to make it, we had to produce products that our customers needed, in time, priced right, and with the highest quality. We knew innovation meant pushing the envelope on design and thinking. Most importantly, we knew that developing relationships meant building a reputation for coming through on promises and standing behind our product. That is who we are today and how we operate every day.

The IT Support & Infrastructure Analyst will be for advanced, hands-on support of the company’s IT infrastructure. This position serves as the technical bridge between the Help Desk team and the Network Manager, providing Tier 3 expertise for servers, networking equipment, virtualization platforms, and enterprise applications. The Infrastructure Analyst works on complex troubleshooting, infrastructure upgrades, and project deployments, ensuring the stability, performance, and security of company systems. This is a salaried, exempt role requiring advanced technical skills, strong problem-solving ability, and the capacity to execute infrastructure initiatives with minimal supervision.

• →Provide Level 1 and Level 2 technical support for IT infrastructure, including servers, networks, and end-user devices.
• →Serve as a Tier 3 escalation point for Help Desk and IT Support staff on complex infrastructure issues.
• →Troubleshoot and resolve advanced problems with servers, storage systems, network devices, and enterprise applications.
• →Perform diagnostics, root cause analysis, and remediation for recurring infrastructure issues.
• →Maintain and support Windows Server environments, virtualization platforms (VMware, Hyper-V, KVM), and enterprise backup solutions.
• →Configure and maintain network hardware, including switches, firewalls, routers, and wireless systems, under the guidance of the Network Manager.
• →Apply patches, firmware updates, and configuration changes to maintain system performance and security.
• →Ensure compliance with IT security policies and assist with security incident remediation.
• →Participate in infrastructure-related projects, such as system migrations, hardware deployments, and network upgrades.
• →Coordinate project tasks with the Network Manager and Project Manager to ensure timely and accurate delivery.
• →Document all work performed, including configuration changes and project milestones.
• →Work closely with the Network Manager to implement infrastructure improvements.
• →Provide technical guidance and mentoring to Help Desk staff to enhance troubleshooting capabilities.
• →Maintain infrastructure documentation, network diagrams, and standard operating procedures.
• →Occasional overtime may be required to meet deadlines or resolve critical IT issues.
• →Perform other duties as assigned.
• →Provide backup support as needed to off sites.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Networking, or a related field (or equivalent experience).
• Relevant certifications such as CompTIA Network+, Security+, CCNA, or Microsoft certifications preferred.
• 3–5 years of progressively responsible experience in IT infrastructure support, including Tier 3 troubleshooting.
• Advanced knowledge of:
• • 1.     Windows Server administration (2012–2022)
  • 2.     Virtualization technologies (VMware, Hyper-V, KVM)
  • 3.     Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
  • 4.     Firewall, switch, and wireless network configuration (Meraki, Cisco, HPE, FortiGate, SonicWall)
  • 5.     Microsoft 365, Azure AD, and Active Directory
  • 6.     Enterprise backup solutions and disaster recovery procedures
• Scripting skills (PowerShell, Python) preferred.

• Demonstrated ability to resolve complex technical issues independently.
• Experience working in a fast-paced, multi-site IT environment.
• Familiarity with manufacturing or industrial IT environments preferred.
• Proven track record of successful project execution.

• Ability to sit, stand, and walk for extended periods, depending on work tasks.
• Must be able to sit, balance, climb, stand, bend, squat, kneel, turn, crouch, stoop, and perform other physical activities as needed.
• Ability to lift up to 50 pounds, including moving and setting up IT equipment.
• Occasional exposure to varying temperatures, loud environments, and operational equipment such as printers and computers.
• Frequent use of a computer screen and repetitive hand motions, including keyboarding and mouse use.
• Frequent exposure to varying temperatures, loud noises, heavy machinery, fumes, or airborne particles, moving mechanical part, electrical, chemicals, and vibrations.
• Ability to perform physical tasks involving heavy machinery, electrical systems, and chemical supplies (under safe working conditions).
• Must be able to work irregular or extended hours, including weekends and nights, when necessary to meet deadlines or provide support.