IT Infrastructure Technician

Role Summary

IT Infrastructure Technician based at the Winslow, ME facility, providing hands-on support for site infrastructure and local IT services within regulated manufacturing and laboratory environments. The role manages end-user computing, networking, telephony, and equipment lifecycle management to ensure seamless operations for internal stakeholders. As part of the North American TechOps team, this position is vital for maintaining the technology and connectivity that drive Elanco’s manufacturing and R&D efforts.

Responsibilities

• Ensure continuity, reliability, and last-mile support of site IT infrastructure, including end-user computing, network connectivity, cabling, printers, telephony, video conferencing, and manufacturing/office/R&D IT systems.
• Provide comprehensive technical support (standard and non-standard) to end users, including troubleshooting and break/fix, IMAC activities, and support for PCs, laptops, iDevices, Windows 11, Microsoft Office/O365, and MS Teams environments.
• Execute and support IT operations and lifecycle management activities, including EUC, network switches, UPS systems, local IT infrastructure projects, asset/configuration management, and IT procurement with appropriate stock control.
• Act as a key site IT liaison and escalation point, partnering with site leadership, business stakeholders, vendors, and regional/global IT teams; serve as backup to the primary IT Site Champion when needed.
• Follow and contribute to IT service management best practices, using ServiceNow for incident, request, and change management, maintaining SOPs and knowledge documentation, and clearly communicating status, risks, and resolutions.

Qualifications

• Required: Education: Bachelor’s degree (BA/BS) in Information Technology, Computer Networking, Computer Engineering, IT Systems Engineering, or equivalent certifications and practical experience in lieu of a degree.
• Required: Experience: Minimum of 3 years of experience in Information Technology.
• Required: Top Skills: Experience providing end-user IT support with a proven ability to set up, troubleshoot, and support hardware, peripheral devices, software, video conferencing, and operating systems, as well as experience using incident and request management systems such as ServiceNow in organizations with more than 250 users.
• Preferred: Experience with the ITIL framework and IT service management tools (e.g., ServiceNow).
• Preferred: Previous experience collaborating with and supporting Operational Technology (OT) teams through IT infrastructure expertise.
• Preferred: Knowledge of regulated manufacturing and laboratory processes supported by IT services, as well as manufacturing-related computer systems and data.

Skills

• End-user IT support, troubleshooting hardware and software
• Networking, cabling, printers, telephony, and video conferencing
• Device provisioning and lifecycle management
• ServiceNow incident, request, and change management
• IT procurement and asset/configuration management
• ITIL framework familiarity
• Collaboration with OT teams in regulated environments

Education

• Bachelor’s degree (BA/BS) in Information Technology, Computer Networking, Computer Engineering, IT Systems Engineering, or equivalent certifications and practical experience in lieu of a degree.

Additional Requirements

• Location: Winslow, ME (on-site)
• Schedule: Standard 8-hour day shift; minimal travel (Monday–Friday)
• On-call or on-site support may be required to support 24/7 operations
• Exposure to production and R&D environments