Infrastructure & Operations Analyst

• Infrastructure & Operations Analyst at a growth-oriented energy company
• Influence processes, procedures, and direction of the organization.
• Work with a nimble team providing opportunity to learn and work in many systems.
• Provide reliable and efficient support for end users, critical business systems, and Operations Technology (OT) assets.
• Reporting to the IT Operations Manager, you will be providing technical support for clients across the company, including both IT and OT environments.

Key activities include:

• Hands‑on and remote PC troubleshooting, repair, imaging, and deployment.
• Provide technical support for voice and printing services, including configuration, troubleshooting, and maintenance of related hardware and software systems.
• Deliver audiovisual (AV) and meeting support, ensuring reliable setup and operation of conference room technology, video conferencing platforms, and presentation equipment.
• Support mobile devices by managing setup, configuration, and troubleshooting for company‑issued smartphones and tablets, ensuring secure connectivity and functionality.
• Install and troubleshoot software applications, performing initial triage of reported issues and escalating complex cases to appropriate support teams as needed.
• Manage IT assets, including inventory tracking, deployment, recovery, and documentation of hardware and software resources throughout their lifecycle.
• Provide general end‑user assistance, addressing technical inquiries, resolving access or performance issues, and ensuring a positive user experience through effective communication and problem resolution.
• Support racking, cabling, and general hardware troubleshooting.
• Understand site physical infrastructure—fiber, data center, WAP, equipment locations, circuits, and VoIP gateways.
• Provide level 1 Network support, including identifying and updating VLANs, and general troubleshooting.
• Provide OT systems support, including local control networks, industrial PCs, HMIs, PLC‑connected systems, and data historian interfaces.
• Support OT cybersecurity measures, including patching, endpoint protection, and network segmentation monitoring.
• Support and coordinate with operations and engineering teams for system maintenance, outages, and change management in OT environments.
• Provide site‑specific systems support — many of these systems are off the business network (paging, lab systems, radios, plant control systems, etc.).
• Provide Pipeline & Terminal Communications response.
• Monitor and provide maintenance of OT network infrastructure, including switches, firewalls, and connectivity to SCADA systems.
• Install and maintain physical infrastructure in Data Centers, network closets, and OT control rooms throughout the facility. Work closely with offsite IT/OT technical teams to troubleshoot and deploy equipment.
• Be the first point of contact with clients via phone, IM, email, and walk‑ins.
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Troubleshoot and mitigate system performance issues, engaging with higher‑tier support as necessary.
• Log and update tickets in Service Now to meet SLAs and contribute to a centralized Knowledge Base.
• Build and maintain relationships with technical partners, vendors, and internal customers.
• Collaborate with central IT and OT support teams for troubleshooting, hardware refresh, system upgrades, and project support activities.
• Identify process improvements and propagate best practices across IT and OT environments.
• Optimize service delivery by improving reliability, efficiency, quality, and cost‑effectiveness of defined components of services while following corporate standards and safety practices.
• Maintain documentation of supported systems, including network diagrams, equipment inventories, and configuration details for both IT and OT systems.

Note:

This description is intended to give you a general overview of the position. Additional responsibilities and opportunities may be identified based on current business needs.