Site Support & IT Infrastructure Technician

Atlantica Sustainable Infrastructure • Phoenix, AZ

8d • Onsite

About The Position

The Site Support & IT Infrastructure Technician provides end-to-end technical support to employees and site personnel at a power generation site. The role handles Tier 1 and Tier 2 service desk requests, supports hardware and endpoint devices, and performs basic physical network troubleshooting. The technician is the primary on-site technical resource and coordinates with end users, site operations, and the broader IT Infrastructure and System Administration teams.

The position supports service desk operations, user accounts and access, endpoint configuration and health, on-site hardware and physical infrastructure, IT assets and procurement coordination, and first-line application support. Complex identity, network, infrastructure, and application configuration issues are escalated to the appropriate teams. The role also maintains documentation and supports IT audits and site technology readiness reviews under the guidance of the System Administration team.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or an equivalent combination of education and experience.
• At least four years of Help Desk or Service Desk experience, including on-site hardware and technical support.
• Strong customer service and communication skills.
• Tier 1 and Tier 2 troubleshooting and problem-solving abilities.
• Strong organization and attention to detail.
• Ability to work independently on site and coordinate with remote infrastructure teams.
• Fluent English.

Nice To Haves

• Exposure to identity management, Active Directory, Microsoft 365, and basic networking.
• Experience in the energy sector or at an industrial site.
• CompTIA A+ and CompTIA Network+ certifications.
• Microsoft Certified: Endpoint Administrator Associate (MD-102) certification.
• ITIL 4 Foundation certification.
• Experience with Jira Service Management, TeamViewer, AnyDesk, Active Directory, Microsoft Entra ID, Microsoft Intune, Microsoft 365, and Windows 10/11.
• Spanish language skills.

Responsibilities

• Manage incidents and service requests in Jira Service Management, following documented procedures and service level targets.
• Diagnose and resolve hardware, software, connectivity, and application issues for desktop computers, laptops, and mobile devices.
• Provide remote support using TeamViewer and in-person assistance at the site.
• Escalate complex identity, network, and infrastructure issues to the appropriate Tier 3 team.
• Perform routine user account tasks in Active Directory and Microsoft Entra ID, including password resets, account unlocks, group membership updates, and basic Microsoft 365 license assignments.
• Assist with onboarding and offboarding, including equipment setup, account provisioning, and access requests under the guidance of the System Administration team.
• Follow least-privilege practices and company security policies when making account and permission changes, and escalate unusual activity or access concerns.
• Apply device configuration profiles and compliance policies through Microsoft Intune, and troubleshoot enrollment, compliance, and policy application issues.
• Check and address basic endpoint health issues, including patch status, anti-malware alerts, and BitLocker status.
• Image, configure, and deploy laptops, workstations, and peripherals, including software installation and initial setup.
• Provide first-line physical network support, including patch panel connections, Cat6 cabling checks, and jack and port verification.
• Install, configure, and troubleshoot on-site hardware, including computers, industrial printers, and peripheral devices.
• Perform basic network troubleshooting, such as checking IP addressing, DHCP client issues, and local connectivity; escalate switch or router configuration changes to the Infrastructure team.
• Help gather equipment quotes and coordinate purchase requests with IT Procurement and hardware vendors.
• Maintain IT asset records, including equipment assignments, warranties, and lifecycle status.
• Track equipment deliveries and coordinate deployment schedules with end users and site personnel.
• Provide first-line support for Microsoft 365 and ERP graphical user interface access issues, including installation, printer routing, and basic user interface troubleshooting.
• Escalate configuration-level application issues to the appropriate specialists.
• Maintain knowledge base articles, ticket notes, and standard operating procedures for recurring issues.
• Support IT audits and site technology readiness reviews under the guidance of the System Administration team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level