About Polypack
Polypack is a leading manufacturer of shrink wrap and end-of-line packaging machinery serving the packaging industry. We are committed to delivering high-quality solutions and services to our customers while continuing to modernize our internal technology systems.
Our in-house IT team supports a multi-site manufacturing environment and handles everything from user support to server, network, backup, and physical security infrastructure. We do our own work, from cabling to the server room, and we’re looking for someone who wants to be part of that.
Position Summary
Polypack is seeking a full-time IT Service Desk & Infrastructure Support Specialist to own day-to-day service tickets and assist the IT Manager with infrastructure projects. This is an on-site, hands-on role split between end-user support and growing systems administration responsibilities across our Windows domain, network, virtualization, and backup environments.
Key Responsibilities
Service Desk & End-User Support
- Own the IT service ticket queue: triage, prioritize, resolve, and document requests from employees across multiple locations.
- Provide first- and second-level support for workstations, laptops, printers, phones, mobile devices, Microsoft 365, and business applications.
- Troubleshoot network connectivity, VPN access, Wi-Fi, and common user issues.
- Handle onboarding and offboarding: device setup, account creation, access permissions, account disabling, and equipment recovery.
- Communicate clearly with non-technical users and provide timely updates on open requests.
- Maintain documentation and internal support guides for repeat issues.
Infrastructure & Systems Support
- Administer Active Directory users, groups, computer objects, and security group-based file share permissions.
- Support and troubleshoot Group Policy, DNS, DHCP, mapped drives, and printers.
- Assist with patching, monitoring, and maintenance of Windows servers and workstations.
- Assist with a virtualized server environment (clustered hosts with shared SAN storage).
- Monitor and verify Veeam backup jobs and assist with on-premises backup storage.
- Assist with Fortinet FortiGate firewall and site-to-site VPN support between company locations.
- Support Cisco managed switching, structured cabling (CAT6A and fiber), and network equipment installs.
- Assist with physical security systems, including door access control and IP cameras.
- Support Microsoft 365 and Entra ID administration as the company moves toward hybrid cloud identity.
- Help with infrastructure, security, and modernization projects.
Documentation, Security & Process Improvement
- Follow IT security best practices for passwords, permissions, devices, and company data.
- Keep inventory records for computers, peripherals, software licenses, and mobile devices.
- Find recurring issues and recommend fixes that cut down repeat tickets.
- Work with internal departments and outside vendors as needed.
Required Qualifications
- 2+ years in an IT service desk, help desk, desktop support, or technical support role in a business environment.
- Hands-on experience with Active Directory user, group, and permission administration.
- Working knowledge of Group Policy, NTFS/share permissions, and domain-joined computers.
- Solid understanding of DNS, DHCP, TCP/IP, VPN, and basic network troubleshooting.
- Experience working from a ticketing system and managing multiple priorities.
- Strong troubleshooting, communication, and customer service skills.
- Able to document technical procedures clearly.
- Able to work on-site Monday – Friday, 8:00 AM – 4:30 PM.
- Able to lift up to 50 lbs, work on ladders, and run cable as needed.
Preferred Qualifications
- Experience with Fortinet FortiGate firewalls or site-to-site VPNs.
- Experience with Cisco managed switches and VLANs.
- Experience with VMware or Hyper-V virtualization and SAN/iSCSI storage.
- Experience with Veeam or other enterprise backup platforms.
- Microsoft 365, Entra ID, Intune, and hybrid identity experience.
- Windows Server administration and PowerShell scripting.
- Experience with access control or IP camera/video management systems.
- Experience in a manufacturing or industrial environment.
- Certifications such as CompTIA A+, Network+, Security+, Fortinet NSE/FCA, or Microsoft certifications are a plus.
Ideal Candidate
You’re dependable, professional, and enjoy solving problems for people at every level of the organization. You’re comfortable owning a ticket queue on your own and want to grow into systems and network administration by working on real infrastructure projects.
Polypack is an equal opportunity employer. We offer competitive pay and benefits including health, dental, vision, and more. Visit polypack.com to learn more about our growing company.
Pay: $60,000.00 – $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- This role involves running network cable, working on ladders, and occasionally lifting up to 50 lbs. Can you perform these duties?
- A new PC can reach the internet but fails to join the Windows domain. What’s the most likely cause?
- A workstation shows an IP address starting with 169.254. What does this usually mean?
- A user has Full Control on a share’s Share permissions but only Read on its NTFS permissions. What is their effective access over the network?
- Users at a branch office can browse the internet but can’t reach file servers at the main office. What should you check first?
- What is the main benefit of immutable backup storage?
- This position is in person at our Pinellas Park, FL facility, Monday – Friday, 8:00 AM – 4:30 PM. Are you able to work this schedule on-site?
Experience:
- help desk or IT support: 2 years (Required)
Work Location: In person
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