Junior IT Systems Support Specialist

Poly-Wood LLC•Roxboro, NC

About The Position

This is not a passive seat-filler role. The Junior IT Systems Support Specialist owns the front line of IT and business systems support across POLYWOOD's corporate and satellite campuses. You will develop a deep, working understanding of the endpoint technologies, operational hardware, and line-of-business software systems that keep this organization running. You are responsible for driving your assigned Service Desk workload to resolution every single day. You execute within the framework of industry best practices and internal Standard Operating Procedures. You document every resolution with discipline and precision, feeding that knowledge back into the team through IT workload management tools. If it is not documented, it did not happen. You report directly to the Manager of IT Service Desk and Operations. That means proactive, clear, and consistent communication on your workload, both assigned and unassigned. No one should have to chase you for a status update. You own that communication. You escalate early, partner effectively, and drive to complete resolution. When SOPs fall short, you provide direct, constructive feedback to technology administrators and assist in keeping those procedures current and accurate. This is a team-driven environment. You will collaborate daily with remote associates, partner with Senior Systems Support Specialists and the IT Endpoint Administrator on maintenance and project initiatives, and step up wherever the mission requires it.

Requirements

Strong interpersonal and communication skills. You will interact with end users, peers, supervisors, administrators, and vendors. Every interaction is a representation of this department.
Ownership mindset. When something is assigned to you, it is yours until it is resolved or properly escalated. No excuses. No finger-pointing.
Comfort with remote collaboration. High-frequency communication with distributed team members is a daily reality, not an inconvenience.
Documentation discipline. You create and maintain detailed, comprehensive documentation and diagrams for every system you touch. This is how teams scale.
Adaptability under pressure. Planned maintenance and unplanned outages both require composure, clear thinking, and decisive action.
Willingness to learn and receive feedback. You do not have all the answers. Accept guidance from technology administrators and senior team members. Ego is the enemy.

Responsibilities

Own your workload. Resolve assigned service desk issues with urgency and precision. Do not let tickets stagnate. If you are stuck, escalate immediately. Sitting on a problem is not a strategy.
Document everything. Every resolution gets detailed, comprehensive documentation. Your work feeds the team's knowledge base. If the next person cannot learn from your resolution, you have not finished the job.
Meet SLAs. Share accountability for SLAs on compute technology (laptops, peripherals, phones, A/V) and manufacturing floor technology (barcode scanners, label printers, thin clients). SLAs are commitments to the business. Treat them that way.
Communicate proactively. Report workload status and roadblocks to the Service Desk Supervisor without being asked. Clear, timely communication is non-negotiable. If you are struggling, say so early.
Project transparency. Communicate project status with clarity. Identify roadblocks early and work with leadership to adjust timelines when necessary. Surprises are unacceptable.
Work with remote teams. This team operates across locations. You must be comfortable with a high tempo of communication and collaboration with associates who are not sitting next to you.
Lifecycle management. Share responsibility for the full technology lifecycle, from procurement to disposal. Every asset is accounted for.
System administration. Assist in the technical management and ongoing administration of assigned IT and business software systems. Know your systems inside and out.
Security posture. Partner with technology administrators and department leadership on security initiatives, patching cycles, and best practices across manufacturing endpoints, Windows endpoints, network, storage, and virtualization technologies. Security is everyone's responsibility.
Account management. Share workload for creating, modifying, and removing accounts across business and technology systems. Access control is a trust responsibility.
Follow SOPs with discipline. Execute Standard Operating Procedures as written by technology administrators. When procedures need improvement, provide direct, constructive feedback. When non-standard actions are required, receive input from administrators and execute.
Build and expand. Support peers in the buildout of new or expanded manufacturing and office areas. When the mission grows, you grow with it.
Vendor and contractor coordination. Work with external contractors and partners to support or implement assigned systems when necessary.
Planned and unplanned events. When maintenance windows or outages occur, work effectively with peers and leadership. Calm under pressure. Disciplined in execution.
Peer support. Assist teammates with endpoint systems and application maintenance as needed. The team wins together or loses together.