Infrastructure Engineer

The Judge Group; Horicon (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

The Judge Group is seeking a Computer Support Associate and Product Manager to provide daily operational IT support, focusing on break-fix for hardware and software and ensuring user satisfaction.

The role includes organizing projects in Jira, leading scrum activities, coordinating with teams and factory leaders, and maintaining documentation, asset records, and ServiceNow tickets to support unit customers.

Qualifications

• Supports day-to-day IT operations with administrative focus.
• Minimum 2 years of related experience required.
• Experience with hardware/software break-fix is a plus.

Responsibilities

• Provide basic day-to-day operational support for a computing environment.
• Organize projects in Jira and run scrum activities.
• Collaborate with team to solve problems and communicate with stakeholders.
• Develop and maintain incident/ticket documentation using KBs and ServiceNow.
• Assist with asset lifecycle, imaging, and basic hardware troubleshooting.

Skills

Jira

Scrum

Troubleshooting

Customer service

Documentation

Tools

ServiceNow

Job description

1. Focus on break fix for hardware/software and ensuring customer satisfaction

2. Working and collaborating in a team environment to solve problems and lead and organize projects within Jira

3. Good communication to lead scrum practices and communication with factory leaders

Education Preferred: no but relevant experience is Years of Experience Required: 2-year minimum

Job Description/Day to Day responsibilities

Computer Support Associate and Product Manager

Provides basic day-to-day operational support for a computing environment (computer center, unit computing, a community of users, et c.), following established procedures, to contribute to the smooth running of that environment. Support activities require some technical background while being strongly administrative in nature.

Performs/monitors standard processes or operations that are highly stable and/or relatively

consistent in how to fix.

Organize projects in Jira and run scrum activities

TYPICAL EXAMPLES: --

management of onsite desktop hardware, software troubleshooting, printer hardware management, and smart hands support for the server / network teams.

Proves support for conference rooms, asset lifecycle management, and computer deployments for unit customers.

Performs/monitors standard processes or operations that are highly stable and/or relatively

consistent in how to fix.

TYPICAL EXAMPLES:

imaging computers, replacing printer toner, disposing of outdated assets, and resolving

trouble tickets from ServiceNow queues.

Documents recording and/or distributing information - has some breadth, depth and/or frequency of interaction with external contacts.

Typical examples include updating assets in Service NOW, following KB articles for problem

resolution, and following unit specific processes.

Responsible for effective e-mail communications and ability to create and maintain basic

documents/records:

TYPICAL EXAMPLES: --

contact lists --process logs --problem incidence reports –customer information updates –

exterior ship orders -- inventory, maintenance or other service records-- handling standard facilities administration requests

Responsible for recognizing problems with the processes/operations supported. Is responsible for resolving those problems with pre-established and documented solutions. Is responsible for reporting to others those problems that fall outside the scope of established procedures.

Maintains equipment, supplies, data supporting processes or operations.

Typical examples include scheduling routine equipment maintenance, ordering supplies,

monitoring inventory, updating data records, and interacting with suppliers.

Applies some technical knowledge in the support of processes or operations

TYPICAL EXAMPLES: --

understanding basic printer operations to replace toner and pickup rollers, performing trouble shooting by following KB article to resolve end user tickets.