System Administrator, SNOC/Service Desk

What you'll do

• Serve as the final escalation point for complex Service Desk incidents and support requests.
• Resolve complex IT and OT issues across control center and remote sites.
• Monitor and manage assigned tickets to ensure timely resolution and escalation.
• Perform 24x7 monitoring of IT and OT systems, including control center operations.
• Respond to system alerts, outages, and critical incidents during after-hours periods.
• Initiate incident response efforts including triage, escalation, and coordination.
• Perform structured handoffs between shifts to maintain operational continuity.
• Maintain documentation and support knowledgebase development.

What we're looking for

• Bachelor’s Degree in Information Technology, Computer Science, or related field required.
• Three (3+) years of experience supporting enterprise IT environments or Service Desk operations required.
• Strong experience with Microsoft environments including Microsoft 365, server, and workstation operating systems required.
• Experience with incident management, escalation, and troubleshooting complex issues required.
• Strong analytical, troubleshooting, and leadership skills required.
• Excellent communication and customer service skills required.
• Exposure to networking, systems infrastructure, and OT environments (preferred).
• Experience working in a 24x7 operational or shift-based environment (preferred).
• Technical certifications such as Microsoft or CompTIA (preferred).