IT Support Technician

Job Description

Job Description

Job Title: IT Support Technician

Location: Carmel, Indiana (with travel to facility/plant locations as needed)

Manager: IT Systems Specialist

Pay Status: Salary, Exempt

This entry-level role provides frontline IT Help Desk and on-site technology support for Sagepoint Energy employees and the SPL Indianapolis hub. The IT Support Technician assists with onboarding/offboarding, the setup and tracking of IT equipment, and the documentation of facility networks, following documented procedures and working under the direction of the IT Systems Specialist. The role is a primary point of contact for day-to-day technology needs and a development path into broader IT systems work.

Sagepoint Energy embodies core values of dependability, excellence, and integrity.

IT Help Desk & End-User Support

• Serve as a first point of contact for employee IT support requests via phone, email, and the help desk ticketing system (Zoho Desk), resolving Level 1 (low-level/non-urgent) issues and assisting with Level 2 (access requests/potential delay) issues, per company urgency-level guidelines.
• Escalate Level 3 (production-impacting) and Level 4 (safety/security or network/facility outage) issues to the IT Systems Specialist immediately, with a clear summary of the issue and steps already taken.
• Log, prioritize, and update support tickets by urgency level, and follow up with users until requests are resolved.
• Provide hands-on and remote support for desktops, laptops, mobile devices, printers, and peripherals across corporate, facility, and SPL locations.
• Provide first-line support for SPL driver iPads and fleet technology (e.g., Geotab and Alvys) at the SPL Indianapolis hub, escalating complex issues to the IT Systems Specialist.
• Assist with new-hire onboarding and employee offboarding by following documented checklists to prepare, assign, and collect user hardware and to complete account tasks.
• Perform routine user account tasks (such as password resets, MFA resets, and license assignments) in Microsoft 365, Entra ID, and the MDM platform (Miradore) within assigned roles/permissions, under the guidance of the IT Systems Specialist.
• Document resolutions and recurring issues in the ticketing system and knowledge base to help identify trends.
• Learn and support other 3rd party IT/OT software and platforms as assigned, escalating complex issues to the IT Systems Specialist.

IT Equipment Support

• Assist the IT Systems Specialist with the imaging, deployment, and retirement of company IT equipment, including laptops, desktops, iPads, and mobile devices.
• Apply approved updates and patches to end-user devices as directed by the IT Systems Specialist.
• Maintain equipment inventory records, including asset tags, assignment history, and warranty/service status.
• Assist with the setup of facility technology such as cameras, badge readers, and monitoring workstations as directed.
• Perform basic network connectivity troubleshooting (cabling, ports, Wi-Fi, and identifying a device's VLAN from network documentation). Changes to VLANs, switching, and OT/SCADA systems are escalated to the IT Systems Specialist.

Facility Network Mapping

• Assist in creating and maintaining network diagrams and documentation for facilities, offices, and sites, including the SPL Indianapolis hub, using templates and guidance provided by the IT Systems Specialist.
• Conduct on-site walkthroughs to physically verify and record network drops, switches, wireless access points, and cabling.
• Label network hardware (routers, switches, access points, patch panels) and keep the asset register current.
• Report discrepancies or gaps found in existing network documentation to the IT Systems Specialist.

Travel & After-Hours Support

• Travel to facility, plant, and SPL locations as needed to support help desk, equipment, and documentation needs.
• Provide after-hours support as assigned, by logging Level 3 and Level 4 issues and escalating to the IT Systems Specialist or the company's designated escalation contact.

Education/Experience is required when indicated, desired otherwise.

• High school diploma or equivalent required; Associate's degree or coursework in Information Technology, Computer Science, or a related field preferred.
• 2+ years of experience in an IT Help Desk, Desktop Support, or similar technical support role; internships, coursework, or equivalent hands-on experience will be considered.
• Working knowledge of Windows operating systems, Microsoft 365, and common business applications required.
• Basic understanding of networking concepts (LAN/WAN, switches, wireless access points, cabling) required; familiarity with VLANs preferred.
• Experience with ticketing systems (e.g., Zoho Desk) and mobile device management (MDM) platforms (e.g., Miradore) preferred.
• Relevant certifications (CompTIA A+, Network+, or similar) preferred but not required.
• Strong customer service, communication, and documentation skills, and a willingness to learn.
• Valid driver's license and ability to travel to facility locations, and to provide after-hours support as assigned, is required.

The 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 made to enable individuals with disabilities to perform essential functions.

• Position requires lifting and moving IT equipment (up to 50 lbs.), along with desk-based 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 Environment

The 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.

Salary 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.