IT and Network Support Engineer

Job Description

About the Role:

We are seeking a motivated and service-oriented IT Operations & Service Desk Analyst (Level 1) to join our IT team. This role is primarily responsible for front-line IT support, laptop setup and deployment, and general Helpdesk operations. The ideal candidate is customer-focused, technically capable, and comfortable supporting both corporate IT systems and Operational Technology (OT) environments.

This position plays a critical role in ensuring seamless end-user computing experiences while supporting core IT and field-based operational systems.

• Serve as first point of contact for IT support requests via ticketing system, email, phone, or walk-up support
• Troubleshoot and resolve Level 1 hardware, software, and connectivity issues
• Escalate complex incidents to Level 2/3 teams as appropriate
• Document incidents, resolutions, and knowledge base updates
• Provide excellent customer service and ensure timely ticket resolution
• Configure, image, and deploy Windows and/or macOS laptops
• Install and configure standard corporate software and security tools
• Manage user account setup including Active Directory, Microsoft 365, VPN, and other SaaS platforms
• Perform hardware refresh cycles and device replacements
• Maintain accurate asset inventory records and lifecycle tracking
• Support onboarding and offboarding processes (equipment provisioning and decommissioning)
• Support printers, peripherals, docking stations, and mobile devices
• Assist with password resets and identity management requests
• Provide basic network troubleshooting (Wi-Fi, LAN connectivity)

In addition to corporate IT responsibilities, this role will provide foundational support for Operational Technology systems, including:

• Provide Level 1 support for OT hardware and field devices
• Assist with troubleshooting of site-based systems and communications equipment
• Support monitoring systems, SCADA-related endpoints, and industrial networking components (as directed)
• Coordinate with OT engineers and vendors for escalations
• Assist with deployment and maintenance of field laptops and ruggedized equipment
• Support secure connectivity between IT and OT environments
• Follow cybersecurity best practices in mixed IT/OT environments
• Travel occasionally to operational sites as required

Required Qualifications

• 1–3 years of experience in IT Service Desk or Helpdesk support
• Hands-on experience with laptop imaging, deployment, and hardware troubleshooting
• Familiarity with:
• Windows 10/11 and/or macOS
• Microsoft 365 administration
• Active Directory / Azure AD
• Basic networking concepts (TCP/IP, DNS, DHCP)
• Experience using ticketing systems (e.g., ServiceNow, Jira, Zendesk, etc.)
• Strong documentation and communication skills
• Customer-first mindset with strong problem-solving abilities

Preferred Qualifications

• CompTIA A+, Network+, or similar certifications
• Experience supporting hybrid cloud environments
• Exposure to Operational Technology (OT), SCADA, or industrial systems
• Knowledge of endpoint management tools (Intune, SCCM, Jamf, etc.)
• Experience working in regulated or critical infrastructure environments

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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