IT/OT Service Desk Analyst II

White Energy; Chicago (IL); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated IT/OT Service Desk Analyst II to provide essential front-line support at their plant facility. This role is pivotal in ensuring smooth day-to-day operations by addressing technical issues and collaborating with both IT and operational teams. The ideal candidate will demonstrate a strong technical background, exceptional customer service skills, and a proactive approach to problem-solving. Join a forward-thinking company where your contributions will directly impact the efficiency and effectiveness of production environments. If you are passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• 1+ years of experience as a help desk analyst or OT support preferred.
• Strong analytical and problem-solving capabilities with a customer-service orientation.
• Ability to translate technical information to a non-technical audience.

Responsibilities

• Provide front-line support for IT/OT service desk operations.
• Install, configure, and troubleshoot Windows desktop and laptop equipment.
• Manage and support wired and wireless networks.

Skills

Customer Service Orientation

Problem-Solving Skills

Communication Skills

Analytical Skills

Organizational Skills

Education

High School Degree

Associate's Degree

Tools

Windows Operating Systems

Distributed Control System (DCS)

Job description

The IT/OT Service Desk Analyst II is responsible for front-line support for day-to-day service desk operations at our plant facility. Responsibilities include and are not limited to servicing, repairing and installation of hardware, software and supporting both the Information Technology (IT) and Operational Technology (OT) 24x7 production environments. The IT/OT Service Desk Analyst II is accountable for gathering information needed in terms of technical and service-related problems and serve on the front line of support. This role will be responsible for logging adequate details into support tools and if necessary, engaging additional support internally/externally/remotely if needed to resolve problems while adhering to Service Level Objectives (SLOs). Qualified candidates should possess a strong technical background and illustrate a desire to deliver exceptional customer service to partners and all customers. Candidate must possess a strong problem-solving aptitude and have the ability take control of problems to resolution and beyond.

Position Purpose:

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Serves as a member of the global infrastructure team.
• Responsible for assisting with plant IT/OT Support.
• Supports a consistent approach and collaborates with other members of IT, such that decisions are made in line with both the IT and business strategies and objectives.
• Participate in and support development, communication, and maintenance of IT policies and procedures within the IT organization.
• Maintain an industry awareness of information technology, IT/OT best practices, and related technological trends. Identify and suggest innovative opportunities aimed at improving and equipping the organization with better tools to perform assigned job functions.
• Participate in on-call rotation with other plant support employee(s).
• Install, configure, test, maintain, monitor, and troubleshoot Windows desktop and laptop equipment, peripheral devices, printing/scanning devices, presentation equipment, and software. Assist with network and server equipment as needed.
• Manage and support wired and wireless networks.
• Manage and support phone systems.
• Perform system backups and file/server recovery as needed.
• Administer and maintain end user accounts, permissions, and access rights as needed.
• If necessary, liaise with third-party support and equipment vendors.
• Perform related duties consistent with the scope and intent of the position.
• Other duties as assigned.

QUALIFICATIONS:

• One or more years of experience working as a help desk analyst or OT support strongly preferred.
• Experienced in user applications, equipment, and system upgrades.
• Experienced in functions and use of computer and peripheral hardware.
• Must have a communicative, collaborative, transparent, and trusted approach to working with his/her staff, colleagues, upper management, and outside partners.
• Experience working with outside IT service providers.
• Strong analytical and problem-solving capabilities with Customer-Service orientation and a positive attitude is a MUST.
• Excellent organizational and planning skills.
• Strong communications and interpersonal abilities.
• Treats others with respect and value, with diplomacy and tact.
• Ability to listen, build rapport, and credibility as a partner within the business and IT.
• Ability to make sound and logical judgments under intense pressure.
• Ability to balance the needs of customers in a challenging setting with the requirements to maintain a stable, secure, and ever-changing IT environment.
• Ability to translate and communicate technical information to a non-technical audience.
• Strong incident and problem management skills including identification and escalation of system issues.
• Ability to manage high severity issues and escalate as appropriate.

EDUCATION/CERTIFICATION:

• High school degree and/or 2 years’ work experience in related field. Associate’s degree strongly preferred.
• Knowledge of computers, systems, processes/practices, Knowledge of Windows Operating Systems.

REQUIRED KNOWLEDGE

& EXPERIENCE:

SKILLS/ABILITIES:

• Ability to learn and work effectively with the plant’sDistributed Control System (DCS)
• Self-Motivated
• Organizational and communication skills
• strong attention to detail, analytical and possesses a proven result orientation.

PHYSICAL REQUIREMENTS:

• This job may require lifting up to 50 pounds frequently.
• Must be able to climb ladders and work at elevations of 175 feet.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.