IT Service Desk Technician II

IT Service Desk Technician (Level 2)

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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. This position involves delivering in-person and remote support, independently performing device setup, troubleshooting, maintenance, and upgrades across a range of hardware and software platforms.

The technician will be responsible for resolving technical issues, fulfilling service requests, and answering user inquiries with a focus on quality, efficiency, and exceptional customer service. Adherence to company IT policies, especially those related to security protocols, is essential. The ideal candidate will have strong interpersonal skills, the ability to communicate clearly with end users, and a proactive approach to problem-solving.

This role also serves as hands-on support for the infrastructure team, assisting with the physical deployment, troubleshooting, and maintenance of network equipment such as switches, access points, servers, printers, and cabling. The technician will ensure smooth operation and integration of systems across automation layers, factory IT environments, and enterprise infrastructure — both onsite and at remote locations.

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

You will have an opportunity to:

• Provide hands-on and remote troubleshooting 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.
• Complete a minimum of five service tickets per day, maintaining a high level of accuracy and professionalism.
• Deliver exceptional customer service by assisting end users with technical issues in a clear, courteous, and professional manner.
• Build positive relationships with employees and team members to understand needs and provide effective IT solutions.

Hardware and Software Support

• Support the implementation, maintenance, and troubleshooting of computer hardware and software as directed by the Infrastructure Team.
• Partner with Level 3 IT teams for network and infrastructure support, including remote troubleshooting and incident resolution.
• Assist in maintaining local IT assets and ensure they are compliant with security and operational standards.

OT Support

• Collaborate with IT Level 3 and Engineering teams to support OT systems and ensure the reliable integration of OT and IT networks.
• Assist 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.
• Contribute to 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.

Qualifications

• 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.
• Demonstrated experience in IT infrastructure operations, including Windows servers, azure cloud services, basic networking concepts.
• 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.

Pay Range: $28 - $38

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.