Summary / Objective:
The IT Infrastructure Specialist is an on-site infrastructure, endpoint, and escalation support role responsible for stabilizing day-to-day IT operations, supporting Tier 2 escalation work, and ensuring reliable service delivery across end-user computing, identity, network-adjacent services, and foundational infrastructure.
This role is designed as a tiered career pathway with Associate, Intermediate, and Senior levels. Each level reflects increasing technical proficiency, independence, technical judgment, escalation ownership, mentoring responsibility, and operational improvement expectations.
This position is not intended to function as a traditional “wear every hat” Systems Administrator role, nor is it intended to serve as the sole owner of all infrastructure platforms. Instead, the role focuses on operational execution, service reliability, documentation, escalation discipline, endpoint management, infrastructure support, and continuous improvement.
This is an on-site position. Regular physical presence is required to support infrastructure, endpoint deployments, user escalation needs, vendor coordination, hardware remediation, and operational continuity. Remote work is not a routine expectation for this role.
The Intermediate Infrastructure Specialist independently owns most Tier 2 support responsibilities and provides reliable operational support across endpoint, identity, and infrastructure services.
Key Responsibilities:
- Independently diagnose and resolve moderate-to-complex incidents and service requests.
- Serve as a routine escalation resource for Tier 1 support staff.
- Improve ticket quality and troubleshooting discipline prior to Tier 3 escalation.
- Assist with endpoint standards, device lifecycle initiatives, patch management activities, and infrastructure support projects.
- Perform root-cause analysis for recurring operational issues.
- Recommend improvements to documentation, support processes, and system configurations.
- Coordinate effectively with vendors and engineering resources.
- Develop and maintain runbooks, knowledge articles, and operational procedures.
- Demonstrate sound technical judgment and ownership of assigned work.
- 3–5 years of progressively responsible IT support, endpoint management, infrastructure support, or escalation experience.
- Demonstrated ability to independently manage complex support efforts.
- Experience operating within a structured IT service management environment.
- Strong customer service orientation and professional communication skills.
- Strong troubleshooting methodology and analytical problem-solving ability.
- Working knowledge of Microsoft 365, Windows desktop platforms, endpoint technologies, and enterprise productivity tools.
- Working knowledge of Active Directory, Entra ID, identity management, and access administration concepts.
- Working knowledge of endpoint deployment, patching, asset lifecycle management, and device support.
- Understanding of networking fundamentals, DNS, DHCP, VPN connectivity, and network-adjacent troubleshooting.
- Ability to create and maintain documentation, runbooks, standards, and knowledge articles.
- Ability to prioritize work based on business impact, risk, urgency, and user needs.
- Ability to follow healthcare security, compliance, privacy, and operational requirements.
- Ability to work independently while collaborating effectively across a small IT organization.
Required Education and/or Work Experience:
- High school diploma or equivalent required.
- Associate degree, bachelor’s degree, technical training, certifications, or equivalent experience preferred depending on level.
- Intermediate: 3–5 years of progressively responsible technical support or infrastructure experience preferred.
Preferred Education and/or Work Experience:
- Experience in healthcare or other regulated environments.
- Experience supporting hybrid cloud and on-premises environments.
- Experience with Microsoft 365, Entra ID, Active Directory, Intune, endpoint management platforms, and ITSM systems.
- Experience developing documentation, runbooks, operational standards, and escalation procedures.
- Microsoft, CompTIA, networking, endpoint, identity, or infrastructure certifications preferred.
Required Certificates, Licenses and Registrations:
- Relevant certifications, such as Microsoft, CompTIA, networking, endpoint, or infrastructure certifications, are preferred but not required.
Work Environment:
- On-site administrative office and technical workspace environment.
- Routine use of computers, phones, diagnostic tools, ticketing systems, and physical IT equipment.
- May require work outside normal business hours to support outages, change windows, maintenance, or urgent operational needs.
- Participation in an on-call rotation may be required.
*PSW does not typically hire at the top of the pay range *
Benefits:
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401(k)
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401(k) matching
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Dental insurance
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Disability insurance
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Flexible Spending Account (FSA)
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Health Savings Account (HSA)
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Health insurance
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Life insurance
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Paid time off
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Tuition reimbursement
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Vision insurance
