ICP Group

Infrastructure Support Specialist

Andover, MA
Full Time
Mid Level
Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants serving the construction and industrial end markets. ICP Group is comprised of leading brands known for innovation, quality, and performance. Founded in 2015 and supported by a lean corporate team, ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings, adhesives, and sealants companies in North America. ICP Group is headquartered in Andover, MA and has manufacturing and distribution sites throughout North America, Latin America, UK, Europe and the Asia Pacific region.

ICP Group is looking to hire an Infrastructure Support Specialist to join our team. The Infrastructure Support Specialist plays a critical role in maintaining the stability and reliability of the organization’s IT environment. As the primary point of contact for technical assistance, this position is responsible not only for addressing end-user concerns efficiently but also for ensuring that service delivery meets established standards for timeliness and quality. The specialist is expected to diagnose, resolve, and prevent issues to support the seamless functioning of business operations. 

This position is based out of Andover, MA

Key Responsibilities:
  • Monitor and respond promptly to help desk tickets, emails, and calls, ensuring all requests are acknowledged and triaged within designated service-level agreements (SLAs). 
  • Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues for desktops, laptops, printers, mobile devices, and other peripherals, striving for first-contact resolution whenever possible. 
  • Assist with onboarding and offboarding processes, including user account creation, permissions management, and secure decommissioning of equipment, while adhering to company protocols and security standards. 
  • Install, configure, and update operating systems and software applications, ensuring compliance with organizational policies and timely rollouts of patches and upgrades. 
  • Perform scheduled system monitoring, backups, and preventative maintenance tasks, proactively identifying and addressing potential issues before they impact users. 
  • Document service requests, incidents, solutions, and procedural guides in the help desk ticketing system and knowledge base, contributing to organizational learning and improved response times. 
  • Escalate complex or unresolved problems to senior IT staff or external vendors as appropriate, following established escalation protocols to ensure timely resolution. 
  • Provide end-user training and guidance on IT best practices, security awareness, and policies, fostering self-service and reducing recurring issues. 
  • Collaborate on IT projects such as hardware refreshes, system upgrades, office relocations, and process improvements, ensuring milestones are achieved within specified timeframes. 
  • Maintain and track IT asset inventory, supporting lifecycle management and timely procurement or retirement of equipment. 
  • Actively monitor ticket queues and departmental dashboards, prioritizing urgent requests and communicating estimated resolution times to end-users to manage expectations effectively. 
  • Continuously evaluate and suggest process enhancements to improve help desk workflows, increase service efficiency, and reduce downtime. 
  • Participate in after-hours support rotations or respond to major incidents as needed to ensure uninterrupted IT services. 

Requirements and Experience:
  • Associate degree or equivalent experience in Information Technology, Computer Science, or a related field. 
  • 1+ years of experience in a technical support or help desk environment preferred. 
  • Demonstrated ability to provide timely, courteous, and effective support under pressure. 
  • Strong technical knowledge of Windows and/or macOS, Microsoft Office Suite, and common business applications. 
  • Familiarity with networking fundamentals (TCP/IP, DNS, DHCP) and diagnostic tools. 
  • Excellent communication, organizational, and problem-solving skills. 
  • Ability to manage multiple priorities, meet deadlines, and maintain composure in fast-paced environments. 
  • Customer service orientation and commitment to continuous improvement. 
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are an asset. 
  • Work environment: This position is primarily office-based and may require occasional lifting and moving of IT equipment. Flexibility for after-hours or weekend work may be necessary to support critical incidents or infrastructure projects.
Our compensation is more than a paycheck; it’s an investment in your future. Along with a competitive pay range, we offer a comprehensive benefits package designed to support your financial well-being, and personal health.
  • Compensation: $31.25  - $37.50.00/hr.  Actual pay is dependent on candidates overall skills for the role.
  • Progressive paid time off policy that empowers you to take the time you need to recharge
  • 401K Employer contribution plan, with eligibility the first of the month following 90 days of employment
  • Excellent health, dental and vision insurance packages to fit your needs
  • A values-driven culture with colleagues that rally around People, Accountability, Trust and Execution
ICP Group is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.
 
Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 05/31/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*