IT Operations Analyst

Position Summary

Enpro is seeking an IT Operations Analyst to provide reliable, secure, and customer-focused technology support for assigned sites, users, systems, and services. This role supports day-to-day IT operations across endpoints, Microsoft 365, identity and access, collaboration tools, networks, printers, shop-floor technologies, conferencing, and other site information/operation (IT/OT) technology needs.

Key Responsibilities

• Take ownership of personal and professional development by expanding technical knowledge, staying current with IT/OT trends, and applying new skills to improve support and security outcomes.
• Provide timely on-site and remote technical support for laptops, desktops, mobile devices, printers, conference rooms, Operational Technology (OT), Microsoft 365, collaboration tools, business applications, and other end-user technologies.
• Troubleshoot, resolve, and document incidents and requests using Enpro service management tools, ensuring accurate ticket updates, clear communication, and strong follow-through.
• Support user onboarding, offboarding, device provisioning/deprovisioning, access requests, workstation moves, hardware refreshes, and technology relocations.
• Administer and support core IT/OT operations technologies, including Windows endpoints, Microsoft 365, Active Directory or Entra ID related support, VPN, remote support tools, endpoint management, file access, printing, and basic network connectivity.
• Support site infrastructure and manufacturing technology needs, including network closets, wireless connectivity, shop-floor devices, shared workstations, scanners, label printers, time clocks, conference rooms, and other business-critical systems.
• Aid in infrastructure, cybersecurity, vulnerability management, risk reduction, compliance gaps, endpoint management, networking, cloud, backup, and application initiatives as directed by IT leadership.
• Escalate complex incidents, recurring issues, security concerns, and business-impacting risks through the appropriate IT channels with clear facts and urgency.
• Create and maintain technical documentation, support procedures, asset records, configuration notes, and knowledge base articles that improve support consistency and self-service.
• Follow Enpro IT standards for change management, security, access control, asset management, documentation, and operational support.
• Participate in site IT/OT projects, technology upgrades, lifecycle replacements, operational readiness activities, risk mitigation/remediation and continuous improvement efforts.
• Provide one-on-one user guidance and practical technology training when needed to improve adoption and reduce repeat support issues.
• Participate in after-hours support, maintenance windows, on-call rotation, and emergency response as needed to support operational and business requirements.

Communication and Teamwork

• Communicate clearly with users, site leaders, IT peers, vendors, and business stakeholders, especially during service-impacting issues or escalations.
• Maintain a strong customer-service mindset while balancing urgency, business impact, security standards, and operational priorities.
• Collaborate across global IT teams to support common standards, repeatable processes, documentation quality, and continuous improvement.
• Demonstrate ownership by following issues through to resolution, closing the loop with users, and raising risks before they become larger problems.
• Contribute to a team culture of accountability, practical problem-solving, knowledge sharing, and professionalism.

Required Qualifications

• 3 to 5+ years of hands-on experience in IT operations, infrastructure support, desktop support, service desk escalation, or a related technical support role.
• Strong troubleshooting experience with Windows endpoints, Microsoft 365, Active Directory or Entra ID related support, endpoint management, VPN, remote support tools, printers, conferencing technologies, and common enterprise applications.
• Working knowledge of IT/OT, TCP/IP, DNS, DHCP, LAN, wireless networking, basic switching concepts, and network troubleshooting.
• Experience using IT service management tools such as ServiceNow, Jira Service Management, or similar platforms for incident, request, asset, and knowledge management.
• Ability to support both office and manufacturing environments, including production-adjacent systems and business-critical site technologies.
• Strong written and verbal communication skills with the ability to explain technical issues in clear, practical language.
• Able to prioritize work, manage competing requests, and respond appropriately to urgent business needs.
• Able to safely lift and move common IT equipment such as desktops, monitors, printers, peripherals, and related hardware.
• Able and willing to travel to other Enpro sites, as well as for training and professional development opportunities, as needed.
• Able and willing to work outside core business hours when required for projects, maintenance, incidents, repairs, or emergency response.

Preferred Qualifications

• Bachelor’s degree in computer science, information technology, or a related field, or equivalent technical experience.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, Azure, AWS, Cisco, ITIL, or other role-relevant certifications.
• Experience supporting manufacturing, industrial, regulated, audit-sensitive, or multi-site environments.
• Experience with endpoint management, PowerShell scripting, automation, Intune, SCCM or Microsoft Configuration Manager, virtualization platforms, cloud platforms, monitoring tools, and infrastructure modernization initiatives.
• Experience with Microsoft Teams, SharePoint, OneDrive, conferencing systems, mobile device support, and modern collaboration tools.
• Familiarity with cybersecurity controls, patching expectations, vulnerability remediation, backup practices, disaster recovery readiness, and change governance.
• Familiarity with frameworks such as CIS Controls, NIST, ITIL 4, Lean, Agile or similar standards supporting IT/OT and manufacturing environments.
• Awareness of current and emerging cybersecurity risks and best practices.