IT Support & Operations Analyst

Essential Job Functions

• Service Desk & End User Support
• Troubleshoot and resolve incidents and service requests in the IT service desk platform in a timely, professional, and customer-focused manner.
• Provide Tier 1/Tier 2 support for PCs, laptops, mobile devices, Microsoft 365, printing, file sharing, and related end-user technologies.
• Install, configure, maintain, and troubleshoot hardware, software, peripheral devices, telephones, conference room technology, audiovisual equipment, and other IT equipment.
• Deliver responsive onsite and remote support to employees across office, operational, and manufacturing environments while communicating effectively with technical and non-technical users at all levels of the organization.
• Escalate complex technical issues as appropriate while maintaining ownership, follow-up, and communication throughout the support process.
• Support onboarding activities, including user setup, equipment deployment, orientation, and employee technology readiness.
• Maintain accurate ticket records, troubleshooting notes, resolution details, IT inventory, and asset tracking information.
• Support endpoint configuration, deployment, and lifecycle management initiatives.
• Perform on-site and remote support across other company locations, including travel as needed.
• Participate in after-hours or emergency support rotation as required.
• IT Operations & Process Improvement
• Analyze ticket trends, recurring issues, and operational data to identify opportunities for process improvement, standardization, automation, and operational efficiency.
• Develop and maintain reports, dashboards, KPI metrics, and operational documentation related to IT service delivery and support operations.
• Document and maintain workflows, procedures, knowledge base articles, and standard operating procedures (SOPs).
• Support continuous improvement initiatives for IT service management processes and user support operations.
• Participate in cross-functional initiatives to improve workflows, communication, technology adoption, and the overall employee technology support experience.
• Aid in the implementation, testing, and validation of new technologies, process enhancements, and support improvements.
• Collaborate with vendors and internal stakeholders regarding support processes, system enhancements, and technology initiatives.

Education and/or Experience

• Associate degree or bachelor’s degree in information technology, Computer Information Systems, Business Administration, or related field preferred.
• Minimum of 2-3 years of hands-on IT support, service desk, or end-user support experience required.
• Experience supporting users in a professional corporate environment preferred.
• Experience supporting users in manufacturing, industrial, engineering, or multi-site business environments preferred.
• Experience supporting Microsoft Windows, Microsoft 365, PCs, laptops, printers, mobile devices, and related endpoint technologies required.
• Experience with IT service management (ITSM) platforms such as Freshservice, ServiceNow, or similar systems preferred.
• Experience with reporting, workflow analysis, technical documentation, or operational support initiatives preferred.
• Experience working independently and managing multiple priorities in a fast-paced support environment preferred.
• Valid driver’s license and ability to travel between company locations as required.

Professional & Interpersonal Skills

• Strong customer service orientation and interpersonal skills, with the ability to build effective working relationships across departments and organizational levels.
• Demonstrated professionalism, accountability, sound judgment, and responsiveness in a fast-paced support environment.
• Strong verbal and written communication skills, including the ability to interact professionally with technical and non-technical stakeholders.
• Bilingual (Spanish) is highly desirable but not required.
• Ability to work independently, manage competing priorities, follow through on commitments, and adapt to changing business needs.
• Ability to remain collaborative, calm, and solution-oriented during high-pressure or time-sensitive situations.

Physical Demands & Work Environment

• Visual acuity sufficient to work at a computer screen frequently throughout the day, including near and far vision, depth perception, and the ability to distinguish words, numbers, and colors.
• Frequent standing, walking, bending, stooping, kneeling, and occasional work in confined spaces.
• Ability to lift up to twenty-five (25) pounds frequently and up to fifty (50) pounds occasionally, with assistance as needed.
• Manual dexterity is sufficient to operate computers, mobile devices, and standard office equipment for extended periods of time.
• Ability to install, move, and configure IT equipment in office and industrial environments.
• Ability to communicate effectively in person, over the phone, and through electronic communication methods.
• Ability to legally operate a motor vehicle and transport IT equipment between facilities if required.
• May require occasional after-hours or emergency support.
• Work environment is primarily office-based but may include exposure to moderate industrial noise levels when visiting operational facilities. Appropriate safety equipment may be required in designated areas.