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IT Service Desk Technician (Level 2)

Role Summary

• The IT Service Desk Technician (Level 2) provides both IT and Operational Technology (OT) support to end-users within a fast-paced manufacturing or industrial environment.
• This role involves a blend of hands-on and remote technical work - performing setup, troubleshooting, maintenance, and upgrades for hardware, software, and network systems.
• The technician will support both office and factory environments, collaborating closely with IT, Maintenance, and Engineering teams to ensure system reliability, uptime, and operational continuity.

Key Responsibilities

• Provide hands-on and remote troubleshooting for servers, PCs, network devices, and factory systems.
• Resolve escalated Service Desk tickets and ensure accurate documentation within the ticketing system.
• Install, configure, and maintain hardware, software, and peripherals according to IT standards.
• Support OT environments including SCADA, PLCs, HMIs, and DCS systems, ensuring reliable integration between OT and IT networks.
• Collaborate with Infrastructure and Engineering teams for system maintenance, upgrades, and incident resolution.
• Participate in root cause analysis for system failures and contribute to incident response planning.
• Maintain local IT assets and ensure compliance with IT security and operational standards.
• Document troubleshooting steps, technical resolutions, and system configurations.
• Provide exceptional customer service, communicating clearly with technical and non-technical users.
• Assist in implementing cybersecurity best practices across both IT and OT environments.

Skills & Tools

• Windows and Azure administration, server and network support
• Virtualization: Azure HCI, Hyper-V
• Backup technologies and disaster recovery solutions
• OT Systems: SCADA, PLCs, DCS, HMIs
• Networking: switches, access points, firewalls, cabling
• IoT device connectivity and management
• Familiarity with manufacturing or industrial environments

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent experience
• 5+ years of IT operations or infrastructure management experience
• Strong understanding of industrial automation and IT/OT convergence
• Excellent analytical, troubleshooting, and communication skills
• Project management and leadership experience
• Preferred familiarity with SCADA/MES platforms (Wonderware, IBA, AVEVA) and IoT technologies
• Certifications such as CompTIA, Cisco, or Microsoft are a plus

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