IT Service Desk Technician (Level 2)

IT Systems & Operations Support Specialist (Level II)

Location: Leesport, Pennsylvania

Department: Corporate IT

Reports To: IT Service Desk Manager

Work Type: 100% Onsite

Position Summary

Company is seeking an experienced IT Systems & Operations Support Specialist (Level II) to provide hands-on IT and Operational Technology (OT) support within a regulated manufacturing environment. This role blends traditional desktop and infrastructure support with plant-floor technology troubleshooting, ensuring reliable and secure operation across corporate IT and industrial systems. The ideal candidate brings a strong service mindset, broad technical expertise, and the ability to operate effectively in safety-driven, compliance-focused facilities.

Key Responsibilities

IT Systems Support & Troubleshooting (40%)

• Provide onsite and remote support for end users across desktops, laptops, servers, network devices, and peripherals.
• Manage and resolve escalated Service Desk tickets, documenting actions and resolutions in the ticketing system.
• Perform system imaging, software installations, hardware replacements, and peripheral setup in accordance with company standards.
• Deliver professional, clear communication while building strong working relationships with users across operations, engineering, and corporate teams.

Infrastructure & Operations Support (40%)

• Support local IT infrastructure including switches, wireless access points, printers, cabling, and server hardware.
• Assist with virtualization platforms (Hyper-V, Azure HCI), Windows Server environments, and backup/disaster recovery solutions.
• Partner with Infrastructure, Network, and Engineering teams to maintain connectivity between IT and OT systems.
• Ensure adherence to cybersecurity standards, data handling policies, and corporate IT controls.

Operational Technology & Manufacturing Support (20%)

• Provide IT-side support for manufacturing and industrial systems, including SCADA, PLCs, DCS, HMIs, and related platforms.
• Collaborate with OT and Engineering teams to troubleshoot connectivity and data flow between production systems and enterprise IT.
• Participate in incident response, root cause analysis, and cybersecurity initiatives within the manufacturing environment.
• Operate in compliance with site-specific safety, environmental, and regulatory protocols required in a beryllium manufacturing facility.

Qualifications

Required

• Bachelor's degree in Computer Science, Information Technology, or equivalent hands-on experience.
• 5+ years of experience in IT operations, infrastructure support, or technical support roles.
• Strong knowledge of Windows environments, Azure services, and core networking concepts.
• Experience supporting virtualization platforms (Hyper-V, Azure HCI) and backup/disaster recovery solutions.
• Proven troubleshooting ability, strong customer service orientation, and clear communication skills.

Preferred

• Experience supporting industrial control systems such as SCADA, PLCs, DCS, MES (AVEVA, Wonderware, Client iFIX, etc.).
• Familiarity with OT cybersecurity principles and secure manufacturing environments.
• Experience working in regulated or safety-critical manufacturing facilities.
• Certifications such as CompTIA Network+, Microsoft, or Cisco preferred.