IT Support Technician

Looking for someone to do IT Support for our customer in the Newcastle, WY area. Ideally a jack-of-all-trades IT Support/Desktop/Network Support Technician, but customer will train people who might be more junior doing IT Support.

Top Skills Details

• Any level of IT Support, Windows, Basic Network Support/network connectivity support
• Ideally 1-5+ years of IT Support experience / Hands on experience
• Will train if don't have all the technologies listed below, but need basic IT Support exp

Job Description:

Reporting to the IT Operations Manager, you will be providing technical support for clients across the company, including both IT and OT environments. As part of your specific responsibilities, in the following areas, you will:

• Provide reliable and efficient support for end users, critical business systems, and OT assets. Including but not limited to the following:

 Hands-on and remote PC troubleshooting, repair, imaging, and deployment.

 Voice & Printing Services.

 AV and Meeting Support.

 Mobile device support.

 Application installs & triage.

 Asset Management.

 General End User Assistance.

 Racking, cabling, and general hardware troubleshooting.

 Understanding of site physical infrastructure—fiber, data center, WAP, equipment locations, circuits, and VoIP gateways.

 Level 1 Network support, including identifying and updating VLANs, and general troubleshooting.

 Level 1 Server/Storage support.

 OT systems support, including local control networks, industrial PCs, HMIs, PLC-connected systems, and data historian interfaces.

 Support for OT cybersecurity measures, including patching, endpoint protection, and network segmentation monitoring.

 Support and coordination with operations and engineering teams for system maintenance, outages, and change management in OT environments.

 Site-specific systems support — many of these systems are off the business network (paging, lab systems, radios, plant control systems, etc.).

 Power/UPS systems support.

 Pipeline & Terminal Communications response.

 Monitoring and maintenance of OT network infrastructure, including switches, firewalls, and connectivity to SCADA systems.

• Install and maintain physical infrastructure in Data Centers, network closets, and OT control rooms throughout the facility. Work closely with offsite IT/OT technical teams to troubleshoot and deploy equipment.

• Be the first point of contact with clients via phone, IM, email, and walk-ins.

• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

• Troubleshoot and mitigate system performance issues, engaging with higher-tier support as necessary.

• Log and update tickets in ServiceNow to meet SLAs and contribute to a centralized Knowledge Base.

• Build and maintain relationships with technical partners, vendors, and internal customers.

• Collaborate with central IT and OT support teams for troubleshooting, hardware refresh, system upgrades, and project support activities.

• Identify process improvements and propagate best practices across IT and OT environments.

• Optimize service delivery by improving reliability, efficiency, quality, and cost-effectiveness of defined components of services while following corporate standards and safety practices.

• Track and maintain IT and OT hardware assets.

• Maintain documentation of supported systems, including network diagrams, equipment inventories, and configuration details for both IT and OT systems.

Experience Level

Intermediate Level