Technical Support I

Technical Support I provides hands-on end-user assistance onsite and remotely, with troubleshooting, case management, and administrative IT support across office and field users.

Responsibilities

• Triage end-user issues, create support tickets, and apply troubleshooting techniques to drive timely resolutions and reduce disruption to daily operations.
• Deliver customer-focused support using strong technical depth and problem-solving skills.
• Resolve common IT problems, including end-user device maintenance, software troubleshooting, operating system fixes, and basic hardware issues to keep systems functioning properly.
• Complete routine administration tasks such as user account creation, access rights assignments, password resets, and system configuration.
• Support end users in English and Spanish by communicating verbally and in writing, including walking Spanish-speaking employees through troubleshooting steps and documenting outcomes in English within each ticket.
• Manage personal workload with diligence by keeping tickets and tasks updated and ensuring troubleshooting steps and resolutions are fully documented.
• Provide proactive status updates on tickets and tasks to both users and IT team members to improve visibility for stakeholders awaiting resolution.
• Handle project-related assignments from IT management aligned to organizational priorities.
• Prioritize work and manage time effectively to complete project deliverables while maintaining routine support responsibilities.
• Lead individual projects when needed, demonstrating autonomy and follow-through to completion.
• Perform other related duties as assigned.

Requirements

• 3+ years of technical support experience.
• Strong analytical skills with proven ability to address complex problems effectively.
• Exceptional interpersonal and communication skills, including written and verbal communication.
• Professional fluency in English and Spanish (speaking, reading, and writing) with the ability to explain technical concepts clearly to non-technical users and produce user-facing instructions and training material in both languages.
• Solid understanding of PC hardware and familiarity with Microsoft products; Google Workspace proficiency is highly advantageous.
• General understanding of security concepts such as least privilege, zero trust, and just-in-time access (significant plus).
• Networking knowledge including IP addressing, TCP/UDP ports, and subnets, plus demonstrated ability to troubleshoot connectivity issues (definite plus).
• Ticketing and/or Remote Monitoring and Management (RMM) experience is a plus.
• Working knowledge of endpoint security tooling (antivirus/EDR, disk encryption, patch management) and standard backup and restore procedures is a plus.
• Ability to follow established ticketing and change-management processes, with accurate documentation that other technicians can pick up.
• Strong time management and prioritization, including judgment to escalate appropriately when an issue is outside the role.
• Valid driver’s license and ability to travel between company sites as needed.
• Willingness to participate in after-hours/on-call support rotation and respond to urgent issues outside normal business hours.
• Ability to work safely in and around an operating industrial facility with full compliance to site safety requirements, PPE, and orientation rules.
• Experience administering user accounts, groups, and access rights in Active Directory and/or Microsoft Entra ID and Microsoft 365 is required.
• Experience imaging, configuring, and deploying end-user devices (desktops, laptops, and mobile devices) is required.
• Ability to diagnose and fix problems with PCs, laptops, and popular software applications is required.
• Ability to adapt to new technologies and navigate rapidly changing priorities and direction.
• Prior experience supporting users in the refinery sector or similar fields is a major plus.
• Experience working in a small, dynamic team environment with multitasking and self-directed work is a significant plus.
• Customer service experience in a technical support context is a significant plus.
• Ability to handle user support remotely, including phone-based troubleshooting, is a plus.
• Relevant technology certifications are a plus.
• Experience supporting mobile devices via an MDM platform such as Microsoft Intune or Jamf is a significant plus.
• Experience supporting printers, scanners, peripherals, and conference room or audiovisual equipment is a plus.
• Experience supporting VPN, remote access, and multifactor authentication (MFA) tools is a plus.
• Experience supporting plant, field, and shop-floor users including ruggedized devices, two-way radios, and shared-use workstations is a significant plus.
• Experience working with a defined separation between corporate IT and OT/ICS networks, and understanding why that boundary matters, is a plus.
• Experience participating in after-hours/on-call rotation is a plus.
• Experience maintaining IT asset inventory and tracking hardware, software, and licenses across their lifecycle is a plus.
• Experience authoring knowledge base articles, how-to guides, and end-user documentation is a plus.
• Experience supporting new-hire orientation, IT onboarding/offboarding workflows, and delivering end-user training is a plus.

Physical Requirements

• Requires close vision (clear vision at 20 inches or less) and ability to adjust focus.
• Prolonged periods of sitting at a desk and working on a computer.
• Prolonged periods of standing and walking.
• Must be able to pass a physical test of pushing, pulling, and lifting a minimum of 50 lbs.
• Ability to perform repetitive movements over long periods of time.
• Frequent reaching, stooping, bending, kneeling, and crouching.
• Requires lifting, positioning, pushing, and/or transferring equipment and materials.
• Frequent fine manipulation and simple grasping of right and left hands.

Tech & Tools

• Microsoft products; Google Workspace
• Microsoft Entra ID; Microsoft 365; Active Directory
• Endpoint security tooling (antivirus, EDR, disk encryption, patch management)
• Backup and restore procedures
• Ticketing; Remote Monitoring and Management (RMM) systems
• Security concepts: least privilege, zero trust, just-in-time access
• Networking: IP addressing, TCP/UDP ports, subnets
• Change-management processes
• Microsoft Intune; Jamf; mobile device management (MDM) platform
• VPN; remote access; multifactor authentication (MFA) tools
• OT/ICS networks; two-way radios