Systems Analyst

IT Support Technician (IT/OT Environment)
Description Reporting to the IT Operations Manager, the IT Support Technician will provide frontline technical support across both Information Technology (IT) and Operational Technology (OT) environments. This role serves as the primary point of contact for end users, ensuring reliable support of business-critical systems, infrastructure, and industrial operations technology while delivering exceptional customer service.

Top-Skills3+ years of experience in applicable Information Technology discipline. 2+ years of direct experience in troubleshooting Microsoft Windows Operating Systems. Proven ability and willingness to provide day-to-day and after-hours support (24x7) as appropriate. Ability to participate in on-call rotation and respond on-site within 30 minutes to resolve significant outages. Demonstrated strong analytical and problem-solving skills.

Key Responsibilities Provide hands-on and remote technical support for desktops, laptops, mobile devices, software applications, VoIP systems, printers, audiovisual equipment, and end-user computing environments.

Troubleshoot, repair, image, deploy, and maintain hardware and software while supporting system performance, upgrades, and hardware refresh initiatives.

Support IT infrastructure including network connectivity, VLAN management, server and storage systems, data centers, network closets, wireless access points, cabling, fiber infrastructure, and VoIP gateways.

Assist with OT systems including industrial PCs, HMIs, PLC-connected equipment, SCADA connectivity, data historians, control networks, and site-specific operational technologies.

Support cybersecurity initiatives through endpoint protection, patch management, network segmentation monitoring, and adherence to corporate security standards.

Install, maintain, and troubleshoot equipment within data centers, network closets, and OT control rooms while coordinating with remote IT and engineering teams.

Serve as the first point of contact for technical issues via phone, email, instant messaging, and walk-up support, ensuring timely resolution and communication throughout the support process.

Document incidents, service requests, changes, and solutions within Service Now while maintaining SLA compliance and contributing to knowledge management resources.

Track and manage IT and OT hardware assets, maintain system documentation, network diagrams, equipment inventories, and configuration records.

Collaborate with IT, engineering, operations, vendors, and third-party partners to support maintenance activities, outages, projects, and continuous improvement initiatives.

Monitor and support critical infrastructure including UPS systems, network switches, firewalls, communications systems, plant control systems, radios, paging systems, and terminal/pipeline communications.

Required Skills & Experience Experience providing desktop and help desk support in a Windows environment.

Strong troubleshooting and diagnostic skills for hardware, software, and network-related issues.

Hands-on experience supporting desktops, laptops, mobile devices, VoIP phones, printers, and peripherals.

Working knowledge of Active Directory, user account administration, distribution lists, and access management.

Experience utilizing Service Now for ticket management, change requests, user administration, and service desk operations.

Familiarity with cloud-based systems and Microsoft technologies.

Understanding of networking fundamentals, including TCP/IP, VLANs, wireless networking, and connectivity troubleshooting.

Strong communication, customer service, and relationship-building skills.

Ability to work effectively both independently and within a team environment.

Preferred Qualifications Experience supporting industrial or operational technology (OT) environments.

Experience with PC deployment projects, operating system migrations, imaging, and hardware rollout initiatives.

Exposure to server, storage, and infrastructure support.

Knowledge of OT cybersecurity principles and industrial control systems.

Experience working in regulated, production, manufacturing, energy, transportation, or critical infrastructure environments.

Job Type & Location This is a Contract position based out of Tacoma, WA.Pay and Benefits The pay range for this position is $25.00 - $40.00/hr individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge,…