Onsite Service Desk II - IT/OT

Title: IT Service Desk Technician II
Job Type : 6-Month Contract-to-Hire
Location : On-Site Brewster, New York
Environment: Materials Manufacturing Facility, No Metals (jewelry, phones, clothing)
Eligibility: No C2C. US Citizenship is required due to Federal Government guidelines.

Job Description

Wright Technical Services is proud to represent a highly respected Global Materials Manufacturer. We are seeking an IT Service Desk Technician (Level 2) to provide IT and Operational Technology (OT) support to non-technical end users in a fast-paced manufacturing or industrial environment. This role delivers both onsite and remote support, handling device setup, troubleshooting, maintenance, and upgrades across diverse hardware and software platforms.

The technician will resolve incidents, fulfill service requests, and support users with a strong focus on customer service, efficiency, and adherence to IT security policies. The role also provides hands-on support to the infrastructure team, assisting with deployment and maintenance of network equipment, servers, printers, and cabling across factory and enterprise environments. Success requires strong communication, collaboration with IT, Maintenance, and Engineering teams, and a commitment to system reliability and uptime. This is a 100% onsite position .

Qualifications

• US Citizenship is required due to Federal Government guidelines
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent industry experience
• Minimum of 5 years of experience in IT operations, infrastructure, or related environments
• Hands-on experience with Windows Server, Azure cloud services, virtualization (Azure HCI, Hyper-V), backup, disaster recovery, and basic networking
• Experience supporting Operational Technology (OT) systems and IoT devices in industrial or manufacturing environments
• Strong problem-solving and analytical skills, able to work under pressure
• Proven project management and leadership experience, including leading cross-functional teams
• Clear communication and strong interpersonal skills for collaborating with technical and non-technical stakeholders

Highly Preferred Experience

• Solid understanding of industrial automation and control systems
• Familiarity with SCADA systems (e.g., Wonderware, IBA, GE iFIX) and MES platforms (e.g., AVEVA)
• Understanding of IoT connectivity and data management concepts
• Knowledge of cybersecurity principles in industrial environments, including risk assessment and mitigation
• Relevant certifications (e.g., Microsoft, Cisco, CompTIA)

Key Responsibilities

• Provide hands-on and remote troubleshooting for a wide range of systems, including servers, PCs, cameras, and network devices.
• Respond to escalated Service Desk tickets, ensuring timely resolution and communication with end users.
• Install, configure, and troubleshoot hardware and software on desktops, laptops, servers, and other IT equipment.
• Image PCs, install software, and set up peripheral devices to meet company standards.
• Maintain detailed and up-to-date documentation within the ticketing system, including current status, troubleshooting steps, and resolutions.
• Complete a minimum of five service tickets per day, maintaining a high level of accuracy and professionalism.
• Deliver exceptional customer service by assisting end users with technical issues in a clear, courteous, and professional manner.
• Build positive relationships with employees and team members to understand needs and provide effective IT solutions.
• Support the implementation, maintenance, and troubleshooting of computer hardware and software as directed by the Infrastructure Team.
• Partner with Level 3 IT teams for network and infrastructure support, including remote troubleshooting and incident resolution.
• Assist in maintaining local IT assets and ensure they are compliant with security and operational standards.
• Collaborate with IT Level 3 and Engineering teams to support OT systems and ensure the reliable integration of OT and IT networks.
• Assist in the deployment, configuration, maintenance, and troubleshooting of OT systems including SCADA, PLCs, DCS, HMIs, and related industrial control equipment.
• Provide backup support for first-line OT issues, helping maintain uptime and continuity of operations.
• Contribute to cybersecurity efforts

Eligibility: All applications current authorized to live and work in the United States on a Permanent basis are welcome to apply. Must be currently residing in the US. Sponsorship is not available for this position.

Wright Technical Services and our client are Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.