It Help Desk Associate Jobs in Chester, SC (NOW HIRING)

As a 100% Employee-Owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers' and our success. Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers.

R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia. Emerson is the global leader of process systems and solutions. R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability.  The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper. 

What R.E. Mason Offers Associates:

R.E. Mason is a 100% employee-owned company that offers a comprehensive, industry leading benefits package to all eligible Associates:

• Participation in the Employee Stock Ownership Program (ESOP)
• Retirement plan, including a Safe Harbor contribution
• Medical / Dental / Vision Insurance
• Employer paid Life Insurance and Long-Term Disability Insurance
• Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
• Paid Parental Leave
• Paid company holidays
• Career Development Program
• Retirement and Financial Wellness program
• Employee Assistance Program (EAP)
• Alternative/Hybrid Work Schedules

General Description

The IT Infrastructure & Security Manager plays a critical role in ensuring R.E. Mason's IT environment is reliable, secure, and positioned to support continued growth. This leader will own day-to-day IT operations while driving improvements in structure, visibility, and overall service delivery.

In this role, you will lead a cross-functional IT function spanning infrastructure, end-user support, and cybersecurity-balancing hands-on technical execution with leadership responsibilities. You will have the opportunity to shape how IT operates within a growing organization and directly impact how technology supports the broader business.

Success Profile

• IT operations are well-coordinated and predictable, with clear ownership of issues and initiatives
• Stakeholders experience high confidence in IT delivery, driven by consistent communication and follow-through
• Issues are proactively surfaced, clearly communicated, and effectively managed across the organization
• Help desk and infrastructure teams operate with clear accountability and defined priorities
• Cybersecurity and compliance efforts are well-organized, visible, and understood by leadership
• The IT function is viewed as reliable, responsive, and professionally managed

Specific Responsibilities

IT Operations & Infrastructure

• Own the performance, availability, and reliability of IT infrastructure and core platforms
• Lead system administration activities including patching, upgrades, backups, and disaster recovery planning
• Oversee infrastructure lifecycle management (hardware refresh, upgrades, capacity planning)

Help Desk & End User Support

• Manage and develop a team of help desk technicians and system administrators
• Establish and optimize a tiered support model (Tier 1 / Tier 2 / Tier 3 escalation)

• Monitor ticket volumes, SLAs, and user satisfaction; drive continuous improvement in support delivery
• Ensure effective onboarding, training, and knowledge base development for end users
• Provide clear, consistent communication to end users and internal stakeholders regarding issue status, expectations, and resolution timelines

Cybersecurity & Compliance

• Own cybersecurity operations including endpoint protection, identity management, vulnerability remediation, and incident response
• Lead compliance initiatives (NIST SP 800-171, client-driven requirements, internal security policies)
• Support audits, risk assessments, and evidence collection in coordination with GRC resources
• Manage tools such as SIEM, EDR, MFA, and access control systems
• Clearly communicate risks, gaps, and remediation priorities to leadership in a concise, decision-oriented manner

Budgeting, Procurement & Vendor Management

• Develop and manage IT operating and capital budgets
• Lead purchasing decisions for hardware, software, and security tools
• Manage vendor relationships (licensing, support agreements, renewals, and performance)
• Optimize cost vs. performance across infrastructure, licensing, and support models

Leadership & Team Development

• Recruit, mentor, and develop IT team members across help desk and system administration
• Establish clear roles, priorities, and accountability across the team
• Maintain visibility into work in progress, risks, and key initiatives
• Ensure strong follow-through on commitments and consistent communication across stakeholders
• Balance hands-on execution with leadership responsibilities

Strategy & Continuous Improvement

• Define and execute IT infrastructure and cybersecurity roadmap
• Identify and implement improvements to tools, processes, and service delivery
• Partner with business units to align IT services with operational needs
• Support broader digital transformation and system enablement initiatives
• Implement and lead structured work management practices using Agile/Scrum methodologies, leveraging tools such as Jira to manage priorities, track work, and establish consistent team execution rhythms (e.g., sprint planning, standups, retrospectives)