IT/OT Service Desk Analyst I
About The Position
The IT/OT Service Desk Analyst I serves as a front-line member of the Enterprise IT & Security team, providing technical support for users, systems, and operational technologies across BioUrja Renewables and White Energy manufacturing facilities. This position is responsible for delivering exceptional customer service while supporting hardware, software, networking, and plant-floor technologies in both Information Technology (IT) and Operational Technology (OT) environments. The successful candidate will troubleshoot incidents, fulfill service requests, document solutions, and escalate issues appropriately while adhering to established Service Level Objectives (SLOs), policies, and procedures. This role requires strong communication skills, attention to detail, and a commitment to maintaining reliable and secure technology services in a 24x7 manufacturing environment.
Requirements
- 1-3 years of experience in a Service Desk, Desktop Support, Help Desk, or related IT support role preferred.
- Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
- Experience troubleshooting PC hardware, peripheral devices, printers, and software applications.
- Understanding of basic networking concepts including TCP/IP, DHCP, DNS, and Wi-Fi.
- Experience working within a ticketing or IT service management platform.
- Familiarity with manufacturing, industrial, or operational technology environments is preferred.
- Strong customer service orientation and commitment to delivering a positive end-user experience.
- Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
- Strong written and verbal communication skills.
- Strong organizational and time-management skills.
- Excellent communication and interpersonal abilities.
- Professional, collaborative, and customer-focused approach.
- Ability to remain calm and effective during incidents and production-impacting events.
- Strong analytical and problem-solving skills.
- Ability to communicate technical information to non-technical users.
- Demonstrates accountability, ownership, and follow-through.
- Willingness to learn new technologies and expand IT/OT knowledge.
- Associate degree in Information Technology, Computer Science, or related field preferred; equivalent work experience will be considered.
- Up to 15% domestic travel to support White Energy and other company facilities as needed.
Nice To Haves
- Familiarity with manufacturing, industrial, or operational technology environments is preferred.
Responsibilities
- Serve as a member of the Enterprise IT & Security team, supporting plant and office operations.
- Provide day-to-day support for users and technology systems at the Peoria facility and White Energy locations.
- Log, manage, and resolve incidents and service requests through approved service management tools.
- Follow established IT service management processes, escalation procedures, and security standards.
- Collaborate with Tier 2, Tier 3, infrastructure, cybersecurity, and OT resources to resolve issues.
- Maintain accurate documentation of incidents, changes, work performed, and asset information.
- Assist with user onboarding, offboarding, and access management activities.
- Support technology projects, equipment deployments, upgrades, and maintenance activities.
- Participate in on-call and after-hours support rotations as required.
- Promote a culture of safety, customer service, accountability, and continuous improvement.
- Install, configure, maintain, and troubleshoot Windows desktops, laptops, tablets, printers, scanners, mobile devices, and related peripherals.
- Support Microsoft 365 applications, collaboration tools, and user productivity systems.
- Provide basic support for wired and wireless networking environments.
- Assist with management and troubleshooting of switches, firewalls, access points, and telecommunications equipment.
- Support user account administration, password resets, access requests, and identity management processes.
- Assist with endpoint deployment, patching, asset inventory, and lifecycle management activities.
- Support manufacturing and operational technologies under established procedures and guidance from senior IT/OT staff.
- Coordinate with third-party vendors, service providers, and equipment manufacturers when needed.
- Assist with backup verification, recovery efforts, and disaster recovery activities as directed.
- Escalate recurring, high-impact, or unresolved issues appropriately.
Benefits
- Competitive pay, paid time off and paid holidays
- Medical (with wellness discount), dental, vision
- Company-paid life insurance, long-term disability and, and short-term disability
- Health Savings and Flexible Spending Accounts
- 401(k) with Company match
- Cash Balance Retirement Plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
