IT Service Desk Technician II (Contracted)

M&S Consulting•Brewster, NY

2d•Onsite

About The Position

We are seeking a skilled IT Service Desk Technician (Level 2) to provide both IT and Operational Technology (OT) support to non-technical end-users in a fast-paced, manufacturing or industrial environment. This position involves delivering in-person and remote support, independently performing device setup, troubleshooting, maintenance, and upgrades across a range of hardware and software platforms. The technician will be responsible for resolving technical issues, fulfilling service requests, and answering user inquiries with a focus on quality, efficiency, and exceptional customer service. Adherence to company IT policies, especially those related to security protocols, is essential. The ideal candidate will have strong interpersonal skills, the ability to communicate clearly with end users, and a proactive approach to problem-solving. This role also serves as hands-on support for the infrastructure team, assisting with the physical deployment, troubleshooting, and maintenance of network equipment such as switches, access points, servers, printers, and cabling. The technician will ensure smooth operation and integration of systems across automation layers, factory IT environments, and enterprise infrastructure — both onsite and at remote locations. Success in this role requires strong collaboration with cross-functional teams including IT, Maintenance, and Engineering, with a focus on system reliability, uptime, and operational continuity. This is a 100% onsite position at the local facility.

Requirements

Bachelor’s degree in computer science, Information Technology, or a related field.
Equivalent experience in the industry may be considered in lieu of a degree.
Minimum of 5 Years of Experience: At least 5 years of experience in IT operations and/or infrastructure management.
Project Management and Leadership: Strong project management and leadership skills, with a proven ability to lead cross-functional teams.
IT Infrastructure Operations: Demonstrated experience in IT infrastructure operations, including: Windows servers Azure cloud services Basic networking concepts
Virtualization Technologies: Proficiency in virtualization technologies, including Azure HCI and Hyper-V.
Backup Technologies: Experience with backup technologies and disaster recovery solutions.
Operational Technology/IoT Devices: Familiarity with IT operational technology and Internet of Things (IoT) devices.
Strong Understanding of Industrial Automation: In-depth knowledge of industrial automation and control systems.
Problem-Solving and Analytical Skills: Excellent problem-solving and analytical abilities to address complex challenges.
Project Management and Leadership: Proven project management and leadership skills to guide teams effectively.
Communication and Collaboration: Effective communication and collaboration skills to work well with team members and stakeholders.

Nice To Haves

Familiarity with SCADA software (e.g., Wonderware, IBA, GE iFIX) and Manufacturing Execution Systems (MES) platforms (e.g., AVEVA).
Understanding of Internet of Things (IoT) from a connectivity and data management perspective.
Excellent problem-solving skills with the ability to work effectively under pressure.
Strong communication and interpersonal skills to collaborate effectively with team members and stakeholders.
Cybersecurity Knowledge: Familiarity with cybersecurity principles, particularly in industrial environments, including risk assessment and mitigation strategies.
Relevant Certifications: Certifications in relevant technologies (e.g., Cisco, Microsoft, CompTIA).

Responsibilities

Provide hands-on and remote troubleshooting for a wide range of systems, including servers, PCs, cameras, and network devices.
Respond to escalated Service Desk tickets, ensuring timely resolution and communication with end users.
Install, configure, and troubleshoot hardware and software on desktops, laptops, servers, and other IT equipment.
Image PCs, install software, and set up peripheral devices to meet company standards.
Maintain detailed and up-to-date documentation within the ticketing system, including current status, troubleshooting steps, and resolutions.
Complete a minimum of five service tickets per day, maintaining a high level of accuracy and professionalism.
Deliver exceptional customer service by assisting end users with technical issues in a clear, courteous, and professional manner.
Build positive relationships with employees and team members to understand needs and provide effective IT solutions.
Support the implementation, maintenance, and troubleshooting of computer hardware and software as directed by the Infrastructure Team.
Partner with Level 3 IT teams for network and infrastructure support, including remote troubleshooting and incident resolution.
Assist in maintaining local IT assets and ensure they are compliant with security and operational standards.
Collaborate with IT Level 3 and Engineering teams to support OT systems and ensure the reliable integration of OT and IT networks.
Assist in the deployment, configuration, maintenance, and troubleshooting of OT systems including SCADA, PLCs, DCS, HMIs, and related industrial control equipment.
Provide backup support for first-line OT issues, helping maintain uptime and continuity of operations.
Contribute to cybersecurity efforts by adhering to OT/IT policies and assisting with compliance and security initiatives.
Contribute to root cause analysis and support incident response for OT-related system failures.
Work closely with cross-functional teams, including Infrastructure, Engineering, and Maintenance, to deliver integrated support solutions.
Accurately gather and document user requirements to support technical resolutions or escalate appropriately.