Site Support & IT Infrastructure Technician

The Site Support & IT Infrastructure Technician provides end-to-end technical support to employees and site personnel. This role handles Tier 1 and Tier 2 service desk requests, supports hardware and endpoint devices, and provides basic physical network troubleshooting at a power generation site.

The technician serves as the primary on-site technical resource and coordinates with end users, site operations, and the broader IT Infrastructure and System Administration teams., Service Desk and End-User Support

• 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.
• Support onboarding and offboarding by assisting with 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. Escalate unusual activity or access concerns., * Apply device configuration profiles and compliance policies through Microsoft Intune.
• Troubleshoot device 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.

IT Assets and Procurement Coordination

• 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.

Applications and Documentation

• 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 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.

• 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.
• Exposure to identity management, Active Directory, Microsoft 365, and basic networking is preferred.
• Experience in the energy sector or at an industrial site is preferred.

Certifications

• CompTIA A+ and CompTIA Network+ are desired.
• Microsoft Certified: Endpoint Administrator Associate (MD-102) and ITIL 4 Foundation are considered assets.

Software and Tools

Experience with Jira Service Management, TeamViewer, AnyDesk, Active Directory, Microsoft Entra ID, Microsoft Intune, Microsoft 365, and Windows 10/11 is preferred.

Skills and Competencies

• 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.

Languages

• Fluent English required.
• Spanish language skills are an asset.