Position Overview

Reporting to the IT Operations Manager, this role involves delivering technical support across both IT and OT environments. You’ll be responsible for ensuring reliable and efficient service for end users, business-critical systems, and operational technology assets.

Key Responsibilities

Technical Support & Infrastructure:

• Provide hands-on and remote troubleshooting, repair, imaging, and deployment of PCs.
• Support voice and printing services, AV setups, and meeting technologies.
• Assist with mobile device management and application installations.
• Maintain asset inventory and offer general end-user assistance.
• Perform hardware tasks including racking, cabling, and diagnostics.
• Understand site infrastructure including fiber, data centers, WAPs, circuits, and VoIP gateways.
• Deliver Level 1 support for networks, servers, and storage systems.
• Support OT systems such as industrial PCs, HMIs, PLC-connected systems, and data historian interfaces.
• Assist with OT cybersecurity efforts including patching, endpoint protection, and network segmentation.
• Coordinate with operations and engineering teams for maintenance, outages, and change management.
• Provide support for site-specific systems (e.g., paging, lab systems, radios, plant control).
• Maintain power/UPS systems and respond to pipeline and terminal communications.
• Monitor and maintain OT network infrastructure including switches, firewalls, and SCADA connectivity.

Client Interaction & Service Management:

• Serve as the first point of contact via phone, IM, email, and walk-ins.
• Foster a positive support experience through clear communication and professional service.
• Troubleshoot system performance issues and escalate when needed.
• Log and manage tickets in ServiceNow, contributing to the knowledge base.
• Build strong relationships with vendors, technical partners, and internal teams.
• Collaborate with central IT/OT teams on troubleshooting, upgrades, and projects.
• Identify and implement process improvements and best practices.
• Enhance service delivery by improving reliability, efficiency, and cost-effectiveness.
• Track and maintain IT/OT hardware assets.
• Document supported systems including network diagrams and configuration details.

Opportunity Highlights

• Thrive as an IT Systems Analyst in a growth-focused energy environment.
• Influence operational processes and strategic direction.
• Work within a nimble team and gain exposure to diverse systems.

Qualifications

• Legal authorization to work permanently in the U.S. without visa sponsorship.
• 3+ years of experience in IT disciplines.
• 2+ years of hands-on experience with Microsoft Windows troubleshooting.
• Willingness to provide 24x7 support and participate in on-call rotation.
• Strong analytical and problem-solving abilities.
• Excellent communication skills for client-facing interactions.
• Ability to apply advanced technical training effectively.
• Comfortable working with both local and remote teams.
• Capable of safely operating a vehicle in refinery environments.



Physical Requirements

• Lift up to 30 lbs. and carry equipment up stairs.
• Bend, stoop, or crawl to connect wiring.
• Push/pull carts with up to 100 lbs. of equipment.
• Climb multiple flights of stairs to access field hardware.
• Comply with site safety protocols including PPE usage.