Site Support & IT Infrastructure Technician

Site Support IT Infrastructure Technician Department: Information Technology Location: Tempe, Arizona Salary: $80,000-$105,000 Position Summary 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. Key Responsibilities 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. Identity and Access Support 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. Endpoint Support and Device Management 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. Site and Physical Infrastructure Support 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. Qualifications 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. Company Culture We believe in a culture of trust, shared goals, and accountability. No matter where you are based, you are part of one team working toward the same mission