What are the responsibilities and job description for the IT Support Tech position at Accredo Packaging, Inc.?
As an IT Support Technician (IT/OT) in a manufacturing organization, this role provides technical support for both Information Technology (IT) systems and Operational Technology (OT) environments. This role is responsible for troubleshooting hardware, software, and network issues while ensuring industrial control systems (ICS), SCADA networks, and factory automation technologies remain secure and operational.
This role will be reporting on-site at our office in Sugar Land, TX, Monday through Friday and there will be an on-call rotation as needed.
Key Responsibilities
- IT & OT Technical Support
- Provide onsite and remote support for end-user IT systems (PCs, laptops, mobile devices, printers, etc.).
- Troubleshoot hardware and software problems for SCADA systems, HMIs, and industrial controllers (PLC/DCS).
- Resolve issues related to network connectivity, domain access, VPN, and industrial Ethernet.
System Maintenance & Administration
- Install, configure, and maintain Windows, Linux, and industrial control system (ICS) software.
- Assist in managing Active Directory (AD), Microsoft 365, and industrial automation accounts.
- Apply patches and firmware updates for IT and OT devices while minimizing downtime.
Cybersecurity & Compliance Support
- Implement and support cybersecurity best practices for IT and OT systems.
- Assist in user access management, identity & access control (IAM), and network segmentation.
- Ensure compliance with NIST 800-53, NIST 800-82 (ICS Security), and ISA/IEC 62443 by maintaining audit logs and security controls.
Network & Infrastructure Support
- Troubleshoot and maintain LAN/WAN networks, industrial switches, and firewalls.
- Assist in deploying Wi-Fi and industrial wireless solutions for factory floor operations.
- Support cloud and edge computing solutions integrated with manufacturing operations.
Incident Response & Root Cause Analysis
- Log, track, and resolve IT and OT incidents using IT Service Management (ITSM) tools like ServiceNow.
- Identify recurring issues and work with the Cybersecurity, Network, and Infrastructure teams to resolve them.
- Support disaster recovery (DR) and business continuity planning (BCP) for critical systems.
Collaboration & Training
- Work closely with IT, OT engineers, production teams, and external vendors to support technology needs.
- Provide training for factory personnel and engineers on basic IT and cybersecurity best practices.
- Create technical documentation, SOPs, and knowledge base articles for IT and OT teams.
Required Qualifications
- Associate’s Degree in Information Technology, Computer Science, Engineering, or a related field (Minimum).
- Industry Certifications: CompTIA A (IT hardware and troubleshooting AND/OR CompTIA Network (Basic networking knowledge)
Preferred Qualifications
- Bachelor’s Degree (Preferred) in Information Systems, Cybersecurity, or Industrial Automation.
- Cisco CCNA (Cisco Certified Network Associate) (Networking skills)
- CompTIA Security (Security fundamentals for IT/OT environments)
- Certified SCADA Security Architect (CSSA) (Industrial cybersecurity)
- Microsoft Certified: Azure Fundamentals (AZ-900) (Cloud basics)
- Microsoft 365 Certified: Modern Desktop Administrator Associate
Soft Skills & Competencies
- Analytical Thinking – Ability to diagnose and solve technical issues quickly.
- Communication Skills – Ability to translate technical details for non-technical users.
- Problem-Solving Mindset – Quickly assess and resolve complex technical problems.
- Collaboration – Work across IT, OT, cybersecurity, and manufacturing teams.
- Adaptability – Stay up to date with IT, cloud, and industrial automation technologies.