Sr. IT Support & Infrastructure Specialist

Role focus: IT service desk, end-user technology, network and infrastructure support, IT asset management, and day-to-day PCI DSS compliance. Candidates must understand and follow PCI DSS security requirements in daily IT operations. Practical experience supporting a PCI DSS-compliant environment is strongly preferred.

Position Overview

We are looking for a hands-on Senior IT Support & Infrastructure Specialist to deliver reliable, responsive IT support while helping maintain the company’s network, systems, devices, and security controls. You will resolve end-user issues within agreed service levels, support employee onboarding and offboarding, maintain IT inventory, and help ensure that IT practices remain aligned with PCI DSS requirements.

Key Responsibilities

IT Support & Service Delivery

• Own and resolve IT tickets and service requests promptly, professionally, and within agreed SLAs; keep users informed and address root causes where possible.

• Troubleshoot, configure, and maintain laptops, desktops, monitors, printers, peripherals, Windows, Microsoft 365, Google Workspace, and other business applications.

• Set up and deploy workstations using standard hardware, images, and software; perform upgrades and routine maintenance.

• Support employee onboarding and offboarding, including device preparation, account creation, access changes, equipment recovery, and inventory updates.

• Maintain helpdesk knowledgebase articles, process documentation, and accurate records of recurring issues and resolutions.

Network & Infrastructure Support

• Install, configure, and maintain multi-layer switches, routers, LAN/WAN connectivity, structured cabling, and related infrastructure.

• Support firewall and network security technologies, including Ubiquiti/UniFi (UDM Pro), pfSense, and Fortinet.

• Apply working knowledge of TCP/IP and routing protocols, including BGP, to troubleshoot connectivity and routing issues.

• Use ESET or other antimalware solutions to support endpoint protection; escalate significant security, systems, or network incidents to the appropriate team.

PCI DSS & Security Practices

• Follow applicable PCI DSS requirements in daily support and infrastructure activities and help maintain the security of systems, devices, accounts, and access permissions.

• Apply approved security groups, access restrictions, endpoint controls, and asset-handling procedures.

• Identify and promptly escalate potential security gaps, control failures, or incidents; support evidence gathering and remediation activities when requested.

IT Asset & Vendor Coordination

• Maintain accurate inventories of hardware, software, peripherals, and assigned assets.

• Coordinate with vendors on procurement, repairs, warranties, and service requests as needed.

• Act as a subject matter expert and escalation point for helpdesk processes, and recommend practical improvements to IT service delivery.

Required Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

• At least 5 years of relevant IT support experience, with hands-on troubleshooting and infrastructure exposure.

• Practical understanding of PCI DSS requirements and the importance of following security controls in a payment-card environment.

• Ability to configure and maintain multi-layer switches and routers; solid knowledge of TCP/IP and familiarity with BGP.

• Familiarity with Ubiquiti/UniFi UDM Pro, pfSense, and/or Fortinet firewalls.

• Experience with ESET or another antimalware/endpoint protection solution.

• Working knowledge of IT inventory and vendor coordination.

• Strong communication, documentation, prioritization, and problem-solving skills; able to work independently and collaboratively.

What Will Make You Stand Out

• Experience supporting an organization that is subject to PCI DSS controls or audits.

• Experience documenting IT procedures, maintaining asset records, and supporting access reviews or remediation tasks.

• A proactive approach to preventing recurring incidents while maintaining a high standard of end-user service.

Work Set Up

• Hybrid (2x - 3x / week)

• Midshift / Shifting