IT Systems Analyst

Responsibilities

• Respond to end user requests via SRAM's Service Hub (Jira Service Management), resolving issues related to devices, applications, access, and performance, escalating appropriately and documenting resolution steps
• Support onboarding, device provisioning, and lifecycle management for end user computing hardware across global sites
• Act as a local or remote hands resource for site-level support needs at SRAM offices and manufacturing locations
• Advise users on best practices and provide documentation to reduce repeat incidents
• Support administration of network, server, and cloud environments under the guidance of senior infrastructure staff
• Aid in patch management, system upgrades, and application deployments, following SRAM's ITIL-aligned change management process
• Contribute to monitoring and alerting workflows using SRAM's observability tooling (currently evaluating Datadog, Auvik, and SolarWinds)
• Maintain and follow documented disaster recovery, backup, and security procedures
• Contribute to Confluence-based IT documentation including runbooks, SOPs, and knowledge base articles
• Participate in continuous improvement initiatives under the IT Ops platform model
• Conduct technical training sessions for end users on new and existing IT solutions, including M365, collaboration tools, and SRAM IT processes
• Develop training materials and job aids in partnership with the broader IT Ops team

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience
• 1+ years of experience in an IT support or systems administration role
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VLANs) and server administration (Windows Server, Active Directory/Entra ID)
• Experience with or working knowledge of ITSM tools (Jira Service Management, ServiceNow, or similar)
• Strong verbal and written communication skills, including the ability to document technical processes and explain them to non-technical users

Preferred

• Proficiency in scripting (PowerShell, Python, Bash, or similar) for task automation and systems management
• Experience supporting users across multiple time zones or geographic regions
• Exposure to cloud platforms, particularly AWS or Microsoft Azure
• Familiarity with ITIL frameworks and IT service delivery best practices
• Experience in a manufacturing, industrial, or OT-adjacent environment
• Knowledge of endpoint management tools (Intune, JAMF, or similar)