On-Site Support, Analyst II

Job Responsibilities

End User Computing & Workplace Technology

• Provide advanced onsite and remote support for desktops, laptops, virtual desktops, mobile devices, printers, peripherals, and productivity applications.
• Deploy, configure, maintain, and troubleshoot Windows, Microsoft 365, Office applications, Teams, Intune-managed devices, and related end-user technologies.
• Manage hardware lifecycle activities, software deployments, imaging, updates, licensing compliance, and asset inventory.
• Support conference room technology, video conferencing, digital signage, VoIP/telephony, and unified communications solutions.
• Administer user accounts, access permissions, and identity-related services in accordance with security policies.
• Deliver ITSM end-user training, knowledge articles, and technical documentation to improve self-service and adoption.

Infrastructure, Network & Operational Technology

• Provide hands-on support for server room operations, including servers, virtual machines, UPS systems, environmental monitoring, and physical infrastructure.
• Assists troubleshoot LAN/WAN, Wi-Fi, networking, connectivity, and security-related issues across both IT and operational technology environments.
• Support the integration of manufacturing and industrial systems with enterprise networks while ensuring compliance with security and safety standards.
• Assist with network segmentation, VLANs, firewall connectivity, remote access, and emerging OT technologies.
• Support mobile communications, cellular technologies, and site MS Teams for video conferencing.

IT Service Management & Compliance

• Follow and promote ITSM processes including incident, request, problem, change, asset, and project management.
• Manage ticket/request queues, maintain accurate documentation, and ensure achievement of service level agreements.
• Maintain disaster recovery plans, participate in audits, support compliance requirements, and assist with risk management activities.
• Ensure IT assets, software, and systems remain compliant with corporate and regulatory requirements.

Project Leadership & Continuous Improvement

• Support infrastructure, manufacturing technology, and Industry 4.0/OT/MES initiatives.
• Drive continuous improvement using Problem Management, Root Cause Analysis (RCA), and data-driven decision making.
• Analyze operational metrics and complex datasets to identify opportunities, recommend solutions, and improve service performance.
• Leverage AI and automation tools to improve efficiency, standardize processes, and enhance user experience.

Leadership, Customer Service & Stakeholder Management

• Serve as the primary face of local IT infrastructure and support operations.
• Lead and mentor junior team members, support onboarding activities, and share technical knowledge across the organization.
• Build strong partnerships with site leadership and act as the voice of the customer for IT services.
• Coordinate with vendors, telecommunications providers, and enterprise IT teams to resolve issues and deliver projects.
• Communicate effectively with technical and non-technical audiences, translating business needs into technology solutions.
• Ensure a high level of customer satisfaction through timely issue resolution, proactive communication, and follow-up.

Job Requirements

Education & Experience

• Bachelor's degree in computer science, Information Technology, or a related field; equivalent experience considered.
• 3-5  years of experience supporting end-user computing, infrastructure, networking, and enterprise IT environments.
• Experience in manufacturing, industrial, or operational technology environments preferred.
• Prior experience leading projects, mentoring team members, or serving as a site IT lead preferred.

Technical Skills

• Microsoft 365, Teams, OneDrive, Entra ID/Active Directory, Intune, Windows administration, and endpoint management.
• Desktop, laptop, printer, mobile device, and software deployment/support.
• LAN/WAN, Wi-Fi, switching, cabling, network troubleshooting, and basic network administration.
• Server, virtualization, backup, disaster recovery, and infrastructure support.
• AV conferencing systems, telephony, and collaboration technologies.
• ServiceNow or similar ITSM platforms.
• Cybersecurity fundamentals, access control, compliance, and risk management.

Soft Skills

• Strong customer focus and service orientation.
• Excellent troubleshooting, analytical, and problem-solving abilities.
• Strong verbal and written communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Leadership, coaching, and relationship-building capabilities.
• Self-motivated with a continuous learning mindset and adaptability to new technologies.