IT Service Delivery Analyst

JOB SUMMARY:

The IT Service Delivery Analyst provides hands-on technical support and infrastructure assistance for employees across multiple manufacturing and office locations. The role resolves day-to-day hardware, software, network, and access issues; deploys and supports endpoints; assists with local server and network infrastructure; and participates in technology projects that improve the reliability, security, and efficiency of IT operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide responsive on-site and remote technical support for employees across multiple manufacturing and office locations.
• Diagnose and resolve hardware, software, connectivity, printing, mobile-device, and access issues, escalating complex problems when appropriate.
• Configure, deploy, maintain, and replace computers, peripherals, mobile devices, and approved software.
• Support Microsoft 365, Windows 11, Active Directory, Group Policy, Microsoft Intune, and related identity and endpoint-management services.
• Assist with the administration, monitoring, patching, and maintenance of local server, network, wireless, and endpoint environments.
• Support LAN, wireless, VPN, switching, DNS, DHCP, and other site connectivity services.
• Participate in server refreshes, workstation migrations, network deployments, platform upgrades, and other infrastructure projects.
• Maintain accurate asset, inventory, support, and technical documentation.
• Train end users on approved technologies and create practical support documentation.
• Identify opportunities to standardize or automate recurring support and administrative activities.
• Collaborate with business users, vendors, and IT colleagues to resolve issues and implement technology solutions.
• Travel to supported facilities as required, approximately 25%.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent education and relevant experience.
• 3–5 years of hands-on IT support experience involving endpoints, users, and basic infrastructure.
• Experience supporting Microsoft 365 and Windows 11.
• Experience troubleshooting computer hardware, software, LAN, wireless, VPN, and peripheral issues.
• Working knowledge of Active Directory, Group Policy, endpoint management, and user-access administration.
• Strong customer-service, troubleshooting, communication, and documentation skills.
• Ability to work independently while collaborating effectively with a distributed IT team.
• Ability to support remote users and work effectively in manufacturing and office environments.
• Willingness to travel approximately 25%.
• Ability to lift and move equipment weighing up to 30 pounds as needed.
• Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.

PREFERRED EDUCATION AND EXPERIENCE:

• Experience with Microsoft Intune and automated software deployment.
• Familiarity with Windows Server, DNS, DHCP, switching, VLANs, SD-WAN, and enterprise wireless technologies.
• Experience with IT asset-management and service-management platforms.
• Experience supporting mobile devices and cloud-based telecommunications systems.
• Previous experience supporting a manufacturing or multi-site enterprise environment.
• Experience participating in infrastructure upgrades, migrations, and technology deployments.