IT Service Desk Technician II

About the role

We are seeking a skilled IT Service Desk Technician (Level 2) to provide both IT and Operational Technology (OT) support to non-technical end-users in a fast-paced, manufacturing or industrial environment.

Responsibilities

• Troubleshoot and resolve technical issues for a wide range of systems, including servers, PCs, cameras, and network devices.
• Respond to escalated Service Desk tickets, ensuring timely resolution and communication with end users.
• Install, configure, and troubleshoot hardware and software on desktops, laptops, servers, and other IT equipment.
• Image PCs, install software, and set up peripheral devices to meet company standards.
• Maintain detailed and up-to-date documentation within the ticketing system, including current status, troubleshooting steps, and resolutions.
• Deliver exceptional customer service by assisting end users with technical issues in a clear, courteous, and professional manner.
• Support the implementation, maintenance, and troubleshooting of computer hardware and software as directed by the Infrastructure Team.
• Collaborate with Level 3 IT teams for network and infrastructure support, including remote troubleshooting and incident resolution.
• Aid in the deployment, configuration, maintenance, and troubleshooting of OT systems including SCADA, PLCs, DCS, HMIs, and related industrial control equipment.
• Provide backup support for first-line OT issues, helping maintain uptime and continuity of operations.
• Contribute to cybersecurity efforts by adhering to OT/IT policies and assisting with compliance and security initiatives.
• Participate in root cause analysis and support incident response for OT-related system failures.
• Work closely with cross-functional teams, including Infrastructure, Engineering, and Maintenance, to deliver integrated support solutions.
• Accurately gather and document user requirements to support technical resolutions or escalate appropriately.

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field. Equivalent experience in the industry may be considered in lieu of a degree.
• Minimum 5 years of experience in IT operations and/or infrastructure management.
• Familiarity with SCADA software (e.g., Wonderware, IBA, GE iFIX) and Manufacturing Execution Systems (MES) platforms (e.g., AVEVA).
• Understanding of Internet of Things (IoT) from a connectivity and data management perspective.
• Proficiency in virtualization technologies, including Azure HCI and Hyper-V.
• Experience with backup technologies and disaster recovery solutions.
• Familiarity with IT operational technology and Internet of Things (IoT) devices.

Qualifications

• Strong interpersonal skills and the ability to communicate clearly with end users.
• A proactive approach to problem-solving.
• Strong collaboration with cross-functional teams including IT, Maintenance, and Engineering, with a focus on system reliability, uptime, and operational continuity.

Benefits

Success in this role requires strong collaboration with cross-functional teams including IT, Maintenance, and Engineering, with a focus on system reliability, uptime, and operational continuity.

Pay

Pay Range: $27.93 - $36.64 Actual base salary offered varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location.

Schedule

This is a 100% onsite position at the local facility.