Troubleshooting, Problem Solving and Support

• 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.