IT Operations Analyst

Essential Functions

The IT Operations Analyst is responsible for ensuring the reliable operation of the company’s technological environment, including Applications, Servers, Networks, Telephony, and End User Computing. This role also includes maintaining technology standards at retail locations, capturing operational metrics, and reporting KPIs related to service health and performance.

Key Responsibilities

• Technology Operations & Monitoring

• Assess, monitor, and maintain the health of Applications, Servers, Networks, Telephony, End User Computing devices, and other IP-connected technologies.
• Crosstrain on new projects to ensure effective monitoring, support, and maintenance.
• Deliver operational excellence and report metrics to management.
• Serve as a culture ambassador by enforcing core values and mission consistently.

• Application Operations

• Monitor internal and external applications, including Office 365, SharePoint, Windows/Intel PCs, STORIS ERP, and retail applications.
• Utilize end-user support tools (FreshService, SysAid, PDQ, Splashtop, Lansweeper).
• Report on application health, performance, and capacity; audit and assist with patch management.
• Create and maintain documentation for procedures and workflows.

• Server Operations

• Monitor internal datacenter servers (Dell, HP) and storage systems (EMC SAN, NAS) across Windows, Linux, and Apple operating systems.
• Work with Windows Server 2016+, PowerShell, VMware, VEEAM, Active Directory, DFS, GPO.
• Report on server health, performance, and capacity; assist with server patching and documentation.

• Network Operations

• Monitor network infrastructure, including firewalls (Sophos), switches, WAPs (Netgear), vendor gateways, and ELAN connectivity.
• Apply knowledge of TCP/IP, DNS, DHCP, WiFi, and routing protocols.
• Report on network health, performance, and capacity; audit and assist with network patching.

• Telephony Operations

• Maintain internal Mitel and external cloud telephony systems.
• Report on telephony infrastructure health, capacity, and vendor performance.
• Audit and maintain telephony documentation.

• End User Computing (EUC) Operations

• Support and monitor desktops, laptops, thin clients, iPads, Windows, and Apple devices.
• Report on EUC health, performance, capacity, and vendor service.
• Audit and assist with EUC patching; maintain documentation.
• Audit assets to ensure compliance with technology standards.

Communication & Standards

• Communicate IT-related updates and escalations clearly and tactfully.
• Comply with and enforce organizational policies and procedures.
• Perform other duties as needed, including:
• Store visits for governance and compliance.
• Staff coverage during peak periods.
• Occasional after-hours or weekend work for major projects.
• Participate in a rotating on-call schedule (1 week per month, Monday–Monday).
• Travel to retail locations for maintenance or repair events.

Education & Experience Requirements

• Bachelor’s degree preferred or equivalent experience.
• 1–5 years of IT Operations experience.
• CompTIA A+ Certification required.

Additional Requirements

• Valid driver’s license and ability to operate a vehicle in NJ, NY, and CT.
• Reliable transportation.