IT/OT Support Technician

IT/OT Support Technician

We are seeking an experienced & skilled individual to join the IT/OT Support team for Redwood’s fast-growing and dynamic environment. The individual in this role will provide support for end-user devices, software, accounts, and workflows. They will work with and receive ticket escalation from their peers on the support team, and they will utilize the IT helpdesk ticketing system for issue intake, documentation, and escalation to other support teams. This role will involve support of employees and devices on-site at multiple facilities, mobile, as well as remote employees who are national and international in a mix of business and industrial settings. Occasional personal vehicle use. May include national and international travel.

Responsibilities will include:

• Enterprise endpoint support – laptop and desktop management, domain accounts, software support, printers
• Manufacturing support – Supervisory Control and Data Acquisition (SCADA) devices, Human-Machine Interfaces (HMIs), process cameras, label printers, barcode scanners
• Provision, maintain, and support Windows, MacOS, Linux, iOS, and Android based systems and devices
• Manufacturing Execution System (MES) Process development & support
• Thorough troubleshooting, documentation, and resolution of support issues and processes
• Escalation of trouble tickets to other support teams
• Utilize the IT Knowledge Base system to define and promote best practices and procedures within the Redwood enterprise IT environment
• Serve as knowledge lead for enterprise best practices on operational workflows and processes utilizing technology
• Serve as the lead on enterprise projects involving IT, including construction, equipment moves, and new technology implementations.
• Configure and define IT services utilizing technologies like Microsoft Active Directory, Group Policies, Microsoft Entra, inventory and warehouse systems, mobile device and endpoint management, and more.

Desired Qualifications

• 1+ years in an enterprise IT Support related role
• Supporting HMIs, label printers, scanners, and other process support equipment
• IT Desktop Support, Active Directory, Microsoft Azure, Windows, MacOS, Linux
• Excellent customer service, attitude, and self-motivation
• Desire to learn and grow along with the company
• Passion for sustainability and making the world a better place!

Physical Requirements: 

• Sit, stand, crawl, crouch, walk, and climb a ladder, as needed
• Lift and carry up to 50 lbs.
• Use a computer mouse and keyboard
• Look at a computer monitor
• Speak and hear verbal communication 

Working Conditions:  

• Mostly office environment 
• Occasional venture into hazardous industrial/construction areas with heavy machinery and potential chemical/metal/temperature exposure.
• Occasional venture into outdoor construction areas with heavy machinery and dust.
• Participation in support team on-call rotation for after-hours support
• Occasional domestic and international travel