IT Support Technician

IT Systems SpecialistThis role is a primary point of contact for the Sagepoint Energy IT Help Desk, providing frontline technical support and onboarding/offboarding for employees' company-wide, while also supporting the design, implementation, and maintenance of secure and reliable network infrastructure across all production facilities, pipelines, cloud environments, and corporate locations, under the direction of the Sr. IT Systems Specialist. The IT Systems Specialist helps ensure connectivity for critical control systems (SCADA, PLCs, routers, servers, switches, plant monitoring), business systems, and executes day-to-day network operations and maintenance across corporate and facility locations.Sagepoint Energy embodies core values of dependability, excellence, and integrity.Essential Duties and ResponsibilitiesIT Help Desk & End-User SupportServe as a primary point of contact for employee IT support requests via phone, email, and the help desk ticketing system (Zoho Desk), handling Level 1 (low-level/non-urgent) and Level 2 (access requests/potential delay) issues directly and escalating Level 3 (production-impacting) and Level 4 (safety/security or network/facility outage) issues to the Sr. IT Systems Specialist per company urgency-level guidelines.Triage, prioritize, and track support tickets by urgency level to ensure timely resolution within target response times, escalating to the Sr. IT Systems Specialist when needed.Provide hands-on and remote support for desktops, laptops, mobile devices, printers, and peripherals across corporate and facility locations.Manage new-hire onboarding and employee offboarding, including setting up and decommissioning user accounts, hardware, and software in accordance with company procedures.Maintain accurate records of support requests, resolutions, and recurring issues to identify trends and improvement opportunities.Administer Microsoft 365, Entra ID, and MDM (Miradore) accounts and devices within assigned roles/permissions, including provisioning, configuration, and lifecycle management.Network & Security InfrastructureConfigure, deploy, and support VLANs, LAN, WAN, VPN, and wireless solutions across all company network needs, following architecture and standards set by the Sr. IT Systems Specialist.Collaborate with plant operations to support resilient and secure networking for facility systems (SCADA, DCS, PLCs, network equipment, and instrumentation).Support integration of OT (Operational Technology) and IT systems, applying segmentation (including VLAN-based segmentation) and security best practices.Monitor, troubleshoot, and help optimize performance of routers, switches, firewalls, VLANs, and wireless infrastructure at all company locations.Identify and escalate risks, bottlenecks, and areas for improvement in network security, performance, and resilience to the Sr. IT Systems Specialist.Perform regular backups, patching, firmware upgrades, documentation updates, and preventative maintenance of IT/OT systems.Help implement and maintain firewalls, intrusion detection/notification, and access controls to protect critical energy infrastructure.Assist with vulnerability assessments and participate in incident response under the direction of the Sr. IT Systems Specialist.Work closely with IT, Automation, plant engineering, and external vendors to support network requirements for new sites and expansions.Respond to Level 3 (production-impacting) and Level 4 (safety/security or network/facility outage) network issues across offices, plants, and remote monitoring systems, providing rapid diagnosis and escalating to the Sr. IT Systems Specialist as needed.Maintain network diagrams, standard operating procedures, and disaster recovery documentation.Support and administer other 3rd party IT/OT software and platforms used across the organization, escalating complex issues to the Sr. IT Systems Specialist as needed.Travel & After-Hours SupportTravel to production facilities, plants, and other company locations as needed to support network, infrastructure, and help desk needs.Provide after-hours and on-call support for critical network, security, and system issues on a rotating basis.Education/Experience is required when indicated, desired otherwise.Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience) is required.3+ years required (5+ years preferred) of professional experience as a Network Engineer or similar role, preferably within the energy, utilities, or industrial sector.Experience with routing, switching, VLAN design/configuration/troubleshooting, VPNs, and wireless network design/configuration/deployment required.Familiarity with SCADA networking, OT/IT segmentation, and ICS cybersecurity best practices preferred.Knowledge of cloud networking (Azure/Meraki) required.Valid driver's license and ability to travel to facility locations, and to provide after-hours/on-call support, as needed is requiredPhysical DemandThe physical demands described next are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions.Position requires minimal lifting (up to 50 lbs.), mostly desk work.Strength and flexibility to work at a desk or provide facility support/installs for up to eight hours.Satisfactory performance of the essential duties of this job will require standing, kneeling, sitting, and walking as well as fine motor skills (especially of the hands) and the extended reach of arms. Walking, hearing, and sight are required.Work EnvironmentThe work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this position, the employee is primarily located in an office environment.While on project sites, the employee may be exposed to wet or humid conditions and all-season outdoor weather conditions such as extreme cold or extreme heat. The employee may occasionally be asked to work in high/precarious places and/or confined spaces, work within proximity of moving mechanical parts, be around fumes or airborne particles, toxic or caustic chemicals, animal manure, food waste products, biogas, may be subject to loud noises and strong vibrations, and encounter frequent truck and equipment traffic.CompensationSalary is paid on a bi-weekly basis and will be commensurate with the value and experience the candidate brings to the role. In addition to base salary, compensation includes the option to participate in company-sponsored medical, dental, and vision insurance plans and in a retirement savings program, as well as paid personal time off and holidays. You will also be eligible for an annual bonus.Sagepoint Energy is an equal opportunity employer. Women, veterans, and minorities are encouraged to apply.