Infrastructure Technology Support Technician

JOB DESCRIPTION

Job Title: Infrastructure Technology Support Technician

Location(s): Greeneville, TN

Department: Information Technology

 

Reports to:  Senior IT Infrastructure Manager

Job Code:

FLSA Status:  Salary Non-Exempt

Creation Date:

Direct reports:  No

Last Revision Date: 09/30/2025

 

SUMMARY:

The Infrastructure Technology Support Technician provides technical and professional IT support across the organization, including user account management, server and network administration, user and manufacturing computer repair and configuration, end-user training, and proactive system monitoring. This role ensures reliable IT operations and helps position technology as a service-driven partner to the business.

 

KEY RESPONSIBILITIES:

• Maintain and support PCs, printers, modems, switches, routers, infrastructure wiring, and other IT-related equipment across office and manufacturing environments.
• Administer VoIP telephone systems, including user setup, feature management, voicemail, and phone security.
• Provide one-on-one user training and ensure compliance with company policies.
• Create and maintain user accounts across multiple systems, including Active Directory and cloud-based business applications.
• Manage and prioritize end-user support requests through the Help Desk ticketing system.
• Install, configure, and perform appropriate repairs to hardware, software, and peripherals in line with technical specifications.
• Diagnose and resolve technical issues by reviewing manuals, consulting forums, and working directly with end users.
• Collaborate with other Corporate IT members and 3rd party vendors to design, implement, and maintain company-wide IT strategies and standards.
• Promote and drive adoption of standardized infrastructure, business systems, and best practices.
• Identify and act on opportunities to improve IT efficiency, responsiveness, and cost-effectiveness.
• Deliver IT services with a customer-focused, service-oriented approach to internal and external stakeholders.

 

KEY SKILLS AND COMPETENCIES:

• Strong troubleshooting and problem-solving skills across PC, server, and network systems, including wired and wireless infrastructure (Cisco/Ubiquity preferred).
• Experience with system administration, server management, and cloud services (Microsoft 365 / Azure).
• Ability to translate technical solutions into user-friendly guidance and provide top-tier end-user support.
• Demonstrated ability to prioritize, track, and resolve multiple IT tasks in a fast-paced manufacturing environment, including on-call support for off-shift issues.
• Business-focused, customer-oriented service mentality with high integrity, self-motivation, and proactive thinking.
• Proficiency with Help Desk ticketing systems, monitoring tools, and IT documentation.
• Strong written and verbal communication and interpersonal skills; ability to mentor and train users.
• Ability to work safely around manufacturing equipment and maintain a professional and responsive service presence.

 

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Post-secondary education in a related field preferred but not required.
• Minimum of three years of experience supporting IT equipment, including PC support, network administration, and system/server management; experience in a manufacturing environment preferred.
• Hands-on experience with:
• Microsoft Active Directory, Windows Server and Win Client OS
• VMware or another Hypervisor, and virtual server management
• Linux (Ubuntu Linux, Oracle Linux, Red Hat, etc.)
• Microsoft 365 tenancy
• Azure, AWS, OCI or other cloud infrastructure
• Ring Central or other VoIP telephony
• Demonstrated success in delivering business value through IT-enabled solutions.
• Strong project management skills with the ability to oversee multiple initiatives simultaneously.
• Proven vendor management experience.
• Experience in operations, customer service, supply chain, or other business functions outside of IT is desirable.

 

WORKING CONDITIONS/OTHER:

• Full Time, Salary Non-Exempt, 40+ hours per week, Monday – Friday
• On-call availability for off-shift issues as required.
• Occasional travel to other facilities may be required.
• This job works both in a normal offi