OT Incident Support Analyst I | IT/OT & Escalations

RWE AG; Austin (TX); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Short-Term Disability

Long-Term Disability

401(k) match

Flexible Spending Accounts

EAP

Education Assistance

Parental Leave

Paid time off

Holidays

Job summary

RWE Americas, LLC is seeking an IT/OT Help Desk Professional to provide first-level support for OT systems, applications, and devices in a fast-paced environment. You will document incidents, gather details, and perform guided troubleshooting while escalating complex issues to senior teams.

The role emphasizes strong written and verbal communication, attention to detail, and a willingness to learn from specialists.

Qualifications

• Associate’s degree in Information Technology, Computer Science, Engineering, Industrial Technology, or a related discipline.

Responsibilities

• Provide first-level support for common, low-risk user issues affecting OT systems, applications, devices, and related technologies
• Receive, document, categorize, and track incidents and service requests in accordance with established procedures
• Gather relevant issue details from users, including symptoms, timing, affected systems, and business or operational impact
• Perform predefined troubleshooting steps for routine OT incidents under guidance
• Use approved diagnostic and monitoring tools to identify common system errors and basic connectivity or access issues
• Follow standard operating procedures, work instructions, and escalation protocols
• Escalate unknown, recurring, complex, or potentially high-impact issues to senior analysts or appropriate technical teams
• Maintain clear and accurate incident records, including actions taken, findings, resolution details, and escalation information
• Communicate status updates and resolution information to users in a clear, polite, and timely manner
• Collaborate with senior analysts and technical specialists to learn resolution techniques and build OT support capability
• Support the consistent application of security, safety, access control, and compliance requirements within OT environments
• Participate in knowledge-sharing activities and contribute to the improvement of support documentation and knowledge articles
• Perform other related duties as assigned

Skills

IT Support

OT systems knowledge

Incident management

Customer service

Documentation

Education

Associate’s degree in IT/CS/Engineering

Tools

ServiceNow

Diagnostic tools

Job description

RWE Americas, LLC is seeking an IT/OT Help Desk Professional to provide first-level support for OT systems, applications, and devices in a fast-paced environment. You will document incidents, gather details, and perform guided troubleshooting while escalating complex issues to senior teams.

The role emphasizes strong written and verbal communication, attention to detail, and a willingness to learn from specialists.