Top 1 Helpdesk administrator Jobs in Hickory, Nc

Services Support and Infrastructure Operations Lead Administrator
Carolina Container a division of New Indy —Hickory, NC
- Full-time
- Computer science
- Computer Science
- 5 years
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Services Support and Infrastructure Operations Lead Administrator

Carolina Container a division of New Indy -
Hickory, NC

Quick Apply

Job Details

Full-time

Qualifications

Vendor relationship building
Team leadership
Client rapport building
Employee relationship building
Windows
Virtualization tools
Manufacturing facility experience
Vendor relationship management
Vendor communication
Server virtualization
Windows support
Microsoft 365 support
Active Directory management
Managing tech infrastructure teams

Full Job Description

Who We Need:

Carolina Container is seeking a Services Support and Infrastructure Operations Lead Administrator to provide direct technical execution and tactical leadership for our IT and OT (Operational Technology) environments. This role serves as a high-level technical lead, bridging the gap between hands-on infrastructure maintenance and the oversight of helpdesk service delivery.

The successful candidate will be responsible for the stability, security, and performance of on-premises and cloud-hosted systems, networks, and VoIP solutions. This individual functions as the primary escalation point for complex technical issues coordinating with third-party partners to ensure business continuity across manufacturing and office environments. This is a field-focused role requiring regular interaction with shop floor systems—such as HMI and PLC interfaces—and site leadership to optimize technology practices and security.

What You Will Do

Tactical Infrastructure & Operations

Directly install, configure, and maintain servers, networks, and other IT/OT infrastructure components following Standard Operating Procedures (SOPs).
Provide Tier 1–3 level diagnostic support for hardware, software, and connectivity issues across both office and plant environments.
Maintain and optimize cloud and traditional on-premises data center infrastructure, including virtualization platforms and storage.
Provide hands-on support for manufacturing environments, ensuring the health and performance of shop floor systems.
Catalog and inventory, as needed, IT / OT equipment and maintain CMDB.

Services Support & Tactical Oversight

Triage EST P1 and P2 calls to ensure response of appropriate parties.
Mentor other staff, fostering a collaborative atmosphere and professional growth through technical training.
Analyze key performance indicators (KPIs) and service level agreements (SLAs) to identify and act on areas for service improvement.
Consult on helpdesk workload distribution and scheduling to maintain operational efficiency.
Develop and maintain accurate IT/OT documentation, including network diagrams, system configurations, and SOPs.
Collaborate with Enterprise IT/OT teams to ensure infrastructure is deployed according to defined architecture and security posture.

What You Will Need:

Education: Bachelor’s degree in IT, Computer Science, or a related field, or commensurate equivalent work experience.
Experience: 5+ years of experience in managing enterprise-level IT infrastructure, with a focus on 24x7 manufacturing or industrial environments.
Technical Proficiency: Deep knowledge of Windows Server, virtualization platforms (VMware), Active Directory, and O365.
Networking: Experience with HPE or Cisco networking platforms and knowledge of firewalls (e.g., FortiGate).
Lead Skills: Proven ability to manage 3rd party vendor relationships and communicate up and down the chain.
Soft Skills: Exceptional interpersonal and communication skills with a focus on rapport-building and listening.
Analytical Ability: Proven analytical and problem-solving abilities to execute tasks in high-pressure environments.

What To Expect:

Schedule: 40-hour on-site work week with emergency call-in availability for 24-hour production environments.
Environment: Ability to work in both quiet corporate offices and industrial facilities with varying noise and temperature levels.
Physical: Ability to lift 40 lbs. unassisted and possess the manual dexterity to operate power tools and computer components.
Travel: Regular travel to packaging facilities is expected for system integration, team development and rapport building.

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