Eaton

Power management leader for electrical systems

Infrastructure Specialist - Information Technology

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeAsheville, NC, USA$84k - $123k /yr

About the Job

Requirements

An associate degree plus 3 years of IT experience, or a high school diploma plus 5 years of IT experience, is required.
All applicants must be U.S. persons within the meaning of ITAR: a U.S. citizen, U.S. permanent resident, political asylee, or refugee.
Candidates must be legally authorized to work in the United States without company sponsorship now or in the future.
Candidates must reside within a 50-mile radius of Arden, North Carolina; active-duty military service member candidates are exempt from this geographical limitation.
Intermediate knowledge of Microsoft Windows operating systems is required.
Intermediate knowledge of Microsoft Office applications, including PowerPoint, Excel, SharePoint, and Outlook, is required.
Intermediate knowledge of hardware devices is required, including online PCs, PC peripherals, non-networked PCs, operational technology systems (I4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS systems, research and development lab equipment, and mobile phones.
Intermediate knowledge of IT infrastructure, including networks, servers, storage, and phone systems, is required.
Knowledge of manufacturing equipment such as bar code scanners, specialized printers, industrial PCs, and radio frequency scanners is required.
Ability to adapt and learn in complex IT environments involving various operating systems, desktop, network, phone, and mobile technologies is required.
Knowledge of IT service management, including asset management, incident management, request fulfillment, problem management, and change management, is required.
Ability to lead IT initiatives across the organization is required.
Strong customer service and communication skills are required, including clear communication across audiences and the ability to translate technical content for non-technical users.
Ability to relate well to people at all levels of the organization is required.
The role requires instructional guidance for customers.
The role requires sound judgment, attention to detail, empathy, accountability, and effective conflict resolution.
The role requires the ability to draw conclusions from complex datasets, present solutions, and drive improvements based on data analysis.

Responsibilities

Provide site support and ensure compliance with company policies and procedures with minimal supervision.
Own day-to-day IT support for assigned sites, site health, and customer experience, restoring site IT service interruptions quickly and effectively for local and remote users.
Lead regional improvement initiatives.
Deploy, configure, and support end-user hardware operating systems and productivity software; support Office 365 and standard productivity tools, and provide basic user training and guidance.
Assist with mobile device setup and end-user computing tools following standard procedures.
Provide hands-on server-room support, follow safety protocols, monitor environments, and install and troubleshoot servers, virtual machines, and UPS systems.
Support visitor management systems and maintain knowledge of access control and video surveillance technologies.
Provide onsite and remote PC desktop support using BeyondTrust; manage virtual desktops, Zscaler, printers, peripherals, and PC lifecycle; resolve connectivity and security configuration issues.
Troubleshoot local and wide area networks and operational technology environments, and assist with network security operations.
Manage onsite cellular technology and support mobile communication devices, including femto cells.
Connect industrial machines to the network and support operational technology systems in industrial environments.
Deploy and troubleshoot voice-over-IP and telephony systems, conference-room technology, digital signage, call-center connectivity, and POTS-in-a-Box solutions.
Create and maintain technical documentation for knowledge sharing.
Prioritize AI tools in standard work activities and identify opportunities to automate and streamline work.
Follow IT service management processes for asset, change, incident, request, problem, and project management to support end users and meet service-level agreements.
Refresh the IT disaster recovery plan annually and walk stakeholders through the plan when required.
Provide input on IT processes supporting manufacturing equipment.
Lead the inventory, risk assessment, and profit-planning process; influence IT infrastructure budgeting, forecasting, and spending.
Participate in internal audits related to IT processes, procedures, software, and systems.
Follow cybersecurity protocols, report suspicious activity, and apply foundational security principles.
Follow Lean Daily Management practices, including 5S, root cause analysis, and daily Gemba walks; maintain accurate ServiceNow records and manage ticket queues for timely resolution.
Support disaster recovery planning, comply with ITAR and CTD requirements, apply cybersecurity fundamentals, and advocate for company policies and procedures.
Apply Eaton Business System methods, root cause analysis, and continuous-improvement tools to improve service delivery.
Lead a small technical project team with minimal supervision and mentor new hires during onboarding.
Coordinate onsite telecommunications providers.
Resolve user issues independently, manage expectations, follow up promptly, and take ownership of site IT issues.
Build trusted partnerships with plant leadership and serve as a liaison between IT and business stakeholders.
Perform additional duties as directed by leadership.
Participate in on-call coverage as needed and travel up to 25%.
Ensure customer demands align with IT strategy and guiding principles; partner with the business relationship management team to remove misaligned projects and coordinate with architecture when no standard exists.
Assist with root cause analysis for aged or breached tickets, implement corrective actions, and support the OPEX Manager with monthly bowler reviews.
Troubleshoot LAN/WAN, including software-defined wide area networks, network security, and operational technology; support site firewalls, network segmentation, and global site-connectivity security operations.
Support PC deployments and integration tasks during mergers and acquisitions.
Lead small to mid-sized projects within the zone as a citizen project manager, coordinating resources and ensuring on-time, in-scope delivery.
Partner on end-user computing strategies, optimize device user experience, and manage end-user computing platforms and mobile device management solutions.
Support successful IT project deployment for ShopFloor, Internet of Things, workflow systems, site closures and extensions, mergers and acquisitions, transition service agreements, voice, network, and plant modernization.
Provide white-glove and executive support.

Desired Qualifications

A bachelor's degree in Information Technology from an accredited institution is preferred.
At least 5 years of relevant IT service delivery experience is preferred.
ITIL Foundation certification is preferred.
CompTIA A+ certification is preferred.
Mentoring analysts is preferred.

Eaton’s Corporate Sector division is currently seeking a Infrastructure Specialist. This position will be based out of our Arden, NC facility. The expected annual salary range for this role is $84000 - $123000 a year.

Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

What you’ll do:

The primary function of this position is to provide site support and ensure compliance with all of Eaton's policies and procedures with minimal supervision. Our customers include all of Eaton’s users (local and remote). Day-to-day IT ownership for site(s), site health, and site customer experience, ensuring fast and quality restoration of site IT service interruptions. Leads regional improvement initiatives.

Tools/Technology

Workforce Productivity: Deployment, configuration, and support of hardware client operating systems, and productivity software for end users. Support users with Office 365 and standard productivity tools; provide basic training and guidance.
End User Computing & Mobility: Assist with mobile device setup and EUC tools, following standard procedures.
Smart Hands in Server Rooms: Provide hands-on support in server rooms, ensuring safety protocols, monitoring environments, and installing/troubleshooting servers, Virtual Machines (VMs), and UPS systems.
Physical Security: Support visitor management systems and maintain knowledge of access control and video surveillance technologies.
PC Desktop Support: Deliver onsite and remote support via BeyondTrust, manage virtual desktops, Zscaler, printers, peripherals, and PC lifecycle; resolve connectivity and security configuration issues.
Network Infrastructure: Troubleshoot LAN/WAN, OT environments, and assist with network security operations.
Mobile: Manage on-site cellular tech and support mobile communication devices (femto cells).
Operational Technology: Supports OT systems by connecting industrial machines to the network. Understands the role of OT in industrial environments.
UC Technology: Deploy and troubleshoot VoIP/telephony, conference room tech, digital signage, call center connectivity, and POTS-in-a-Box solutions.
Knowledge Management: Create and maintain technical documentation to support knowledge sharing.
Prioritize the use of AI tools in standard work activities; identify opportunities to automate and streamline to gain efficiencies.

Process

Follow IT Service Management (ITSM): asset management, change management, incident management, request management, problem management, and project management processes to serve end users and maintain high levels of performance in achieving service level agreements.
Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
Provide input on IT process to support the Manufacturing equipment.
Lead the Inventory, Risk Assessment & Profit Planning Process. Influence budgeting, forecasting, and spending for IT infrastructure.
Participate in internal audits related to IT processes, procedures, software, and systems.
Cybersecurity: Follow security protocols, report suspicious activity, and apply foundational security principles.
Lean Daily Management: - Adhere to Lean Daily Management (e.g. 5S - clean workplace initiative, RCA, Daily Gemba Walks). Maintain accurate ServiceNow records and manage ticket queues for timely resolution.
IT Compliance/Risk Management: Support disaster recovery planning, adhere to ITAR/CTD compliance, and apply cybersecurity fundamentals. Comply with, and be an advocate of, company policies and procedures
Continuous Improvement: Apply EBS, Root Cause Analysis, and CI tools to enhance service delivery.

What you’ll do:

People

Lead a small project technical team with minimal supervision.
Coaching & Mentoring: Mentor new hires and support onboarding experience.
Vendor Coordination and Management: Facilitate telecommunications providers on site.
Customer Focus: Resolve user issues independently, manage expectations, and ensure high satisfaction through timely follow-up. Ownership of Site IT issues.
Relationship Management: Build trusted partnerships with plant leadership and act as a liaison between IT and business stakeholders.
Perform additional duties upon leadership direction.
On Call as needed, Travel up to 25%

Opportunity to specialize in 1 or more areas not less than 15% of role:

Business Relationship Management: Ensure customer demands align with IT strategy and IT guiding principles. Partner with BRM to eliminate projects that are not aligned with the IT strategy. Partner with architecture team if no standard exists.
OPEX/CI: Assist with root cause analysis on aged or breached tickets, implement corrective actions and support OPEX Manager with the monthly bowler reviews.
Network Infrastructure: Troubleshooting across LAN/WAN (including SD-WAN), network security, and OT environments. Assist with support for Network Security Operations technologies that enable secure site connectivity globally including site firewalls, and network segmentation.
Mergers & Acquisitions (M&A): Support PC deployments and integration tasks during M&A activities.
Project Management: Lead small to mid-sized projects within zone as a ‘Citizen PM’, coordinating resources and ensuring on-time, in-scope delivery.
End User Computing & Mobility: Partner on EUC strategies, optimize user experience across devices, and manage EUC platforms and mobile device management solutions.

Scope of Responsibilities
• Scope is moderately ambiguous, of complexity and risk, and involving less variation in deployed systems across multiple zones with the region.
• Assisting in successful IT project deployment through infrastructure support including, but not limited to: ShopFloor, IOT, and Workflow systems, Site Closures/Extensions, M&A, TSA, Voice, Network, and Plant Modernization.
• White Glove Support / Executive Support.

Qualifications:

Required (Basic) Qualifications:
• Associate degree plus 3 years IT experience or high school diploma plus 5 years IT experience required.
• This position requires use of information or access to hardware which may be subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
• No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Arden, NC will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
• Legally authorized to work in the U.S. without company sponsorship now or in the future.

Preferred Qualifications:
• Bachelor’s degree in IT from an accredited institution

• Minimum 5 years of relevant IT service delivery experience.
• ITIL Foundations certification
• CompTIA A+ certification

Skills:

Technical knowledge
• Intermediate knowledge of MS Windows Operating Systems
• Intermediate knowledge of MS Office Suites - PowerPoint, Excel, SharePoint, Outlook
• Intermediate knowledge of Hardware Devices - online PCs, PC peripherals, PC nonnetworked, OT Systems (I4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS, R&D Labs, and mobile phones.
• Intermediate knowledge of other IT infrastructure - network, servers, storage, phone systems
• Miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc.
• Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology
• IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management
• Ability to lead IT initiatives across the organization

Soft skills
• Excellent customer service and communication skills
• Ability to relate well to people at all levels of the organization
• Mentoring of Analysts preferred
• Instructional guidance for Customers
• Communications: Communicate clearly across languages and audiences, translating technical content for non-technical users.
• Communication-SelfMotivation-Leadership-Responsibility-Teamwork-Problem Solving-Technical Agility -Ability to Work Under Pressure-Time Management Flexibility-Agile Mindset-Conflict Resolution-Negotiation
• Core Competencies: Demonstrate sound judgment, attention to detail, empathy, accountability, and effective conflict resolution.
• Learning Agility: Actively pursue training and development opportunities.
• Ability to draw conclusion from complex data sets to improve a metric or effort. Can present solutions and drive the improvement from data analysis.

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

About the Company

Eaton

Power management leader for electrical systems

Eaton designs and sells electrical power management products and services for data centers, utilities, aerospace, and other industries. It provides hardware like switches, circuit breakers, transformers, and distribution equipment, plus software and services to monitor, protect, and optimize power flow from generation to end use. It combines an end-to-end power management portfolio with a long history of acquisitions to be a broad, globally integrated provider. Its goal is to enable reliable, efficient, and safe electrification across industries by improving energy management and resilience.

Company size: 10,001+
Company stage: IPO
Headquarters: Dublin, Ireland
Founded: 1911

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