IT Service Desk Technician II

Materion Corporation; Westford (MA); On-site; USD 38,476 - 50,475; Full time

Job summary

Materion Corporation is looking for an IT Service Desk Technician (Level 2) to provide support for IT and Operational Technology (OT) systems. This role requires troubleshooting, maintenance, and the ability to deliver both remote and in-person support in an industrial environment.

The ideal candidate will have at least 5 years of experience in IT operations, a Bachelor’s degree in Computer Science or a related field, and the ability to collaborate with cross-functional teams. This position is 100% onsite.

Qualifications

• Minimum 5 years of experience in IT operations and/or infrastructure management.
• Familiarity with SCADA software and Manufacturing Execution Systems (MES).
• Proficiency in virtualization technologies including Azure HCI and Hyper-V.

Responsibilities

• Provide hands-on and remote troubleshooting for a wide range of systems.
• Respond to escalated Service Desk tickets.
• Collaborate with cross-functional teams to support IT and OT systems.

Skills

IT operations experience

Technical troubleshooting

Customer service

Collaboration

Documentation

Education

Bachelor’s degree in Computer Science or IT

Tools

SCADA software

Windows Server

Azure cloud services

Job description

About the role

At Materion, everyone is included, respected and offered opportunity to grow. Join us! 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 technician provides 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. 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.

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.

Hardware and Software Support

• 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.

OT Support

• 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 to escalate appropriately.

Qualifications

• 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 5 years of experience in IT operations and/or infrastructure management.
• Familiarity with SCADA software (e.g., Wonderware, IBA, GE iFIX) and Manufacturing Execution Systems (MES) platforms such as AVEVA.
• Understanding of Internet of Things (IoT) from a connectivity and data management perspective.
• Demonstrated experience in IT infrastructure operations, including Windows servers, Azure cloud services, and basic networking concepts.
• Proficiency in virtualization technologies, including Azure HCI and Hyper‑V.
• Experience with backup technologies and disaster recovery solutions.
• Familiarity with IT operational technology and Internet of Things (IoT) devices.

Pay Range

$27.93 – $36.64 per hour.

Export Compliance

The selection of the person to be hired for this position is contingent on the candidate having export compliance eligibility for access to U.S. controlled technology. Candidates must qualify as either a U.S. citizen, U.S. national, lawful permanent resident of the U.S., or a person admitted into the U.S. as a refugee or asylee. Candidates from countries not prohibited from accessing U.S. controlled technology may be accepted on the basis of a letter of assurance. If a candidate requires an export license, acceptance will be conditional on the Company’s ability to obtain a license in a timely manner consistent with business requirements.

Equal Employment Opportunity

Materion Corporation and its subsidiaries (the “Company”) is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate on basis of race, color, religion, creed, national origin, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected category under federal, state or local laws. The Company also prohibits harassment of applicants and employees based on these categories, and complies with all applicable laws regarding consideration of unemployment status. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Reasonable Accommodation

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which ensures equal employment opportunity without imposing undue hardship on the Company. Please inform the Company’s personnel representative if assistance is required for the application process.

Veteran Support

Materion’s Veteran Employee Resource group supports veterans and promotes the benefits of hiring veterans in the workplace. Veterans are encouraged to apply and military experience and skills are transferable to Materion careers.