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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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