IT Operations Analyst

JOB TITLE: IT Operations Analyst

DEPARTMENT: Information Technology

REPORTS TO: Director of Information Technology

FLSA STATUS: Exempt

OUR GUIDING PRINCIPLES

• Make Every Interaction Count
• Act with Respect and Integrity
• Demonstrate Passion for Continuous Improvement
• Be Worthy of Trust from all Stakeholders

OVERVIEW

The IT Operations Analyst supports the daily operation, monitoring, maintenance, and continuous improvement of the company's technology environment. This role serves as a technical and operational resource across IT functions, helping ensure systems, endpoints, user access, Service Desk processes, and technology assets operate efficiently, securely, and in accordance with established standards.

The IT Operations Analyst monitors IT operations, analyzes technical issues and trends, supports Microsoft 365 and cloud-based technologies, assists with endpoint and user administration, develops operational reporting and documentation, and identifies opportunities to improve IT processes and service delivery. This position works closely with IT Technicians, Systems Administrators, IT leadership, and other business functions to resolve issues, support technology initiatives, and maintain a reliable end-user technology environment.

ESSENTIAL FUNCTIONS

• Demonstrate ability to work in accordance with the SaviLinx Guiding Principles.
• Monitor daily IT operations and identify system, endpoint, application, access, or process issues requiring investigation or escalation.
• Analyze Service Desk tickets, recurring incidents, technical issues, and operational trends to identify root causes and recommend corrective or preventive actions.
• Support Microsoft Office 365, Entra ID, Azure Intune, Teams, SharePoint Online, Autopilot, SaaS applications, and other approved enterprise technologies.
• Assist with user account credentialing and onboarding/offboarding activities, including access, permissions, licensing, and device assignments.
• Support IT change management and service assurance activities by reviewing change requests, validating required documentation, coordinating implementation activities across technical teams, tracking follow-up actions, and maintaining accurate records of operational changes through completion.
• Support Network Operations Center (NOC), data center, and cloud operations by investigating service disruptions, analyzing available system and ticket information, documenting findings, and coordinating escalation and service restoration activities with engineering, network, and other technical resources.
• Coordinate communications during critical IT incidents and operational changes, providing timely status updates to internal stakeholders, documenting actions and resolutions, maintaining clear escalation records, and ensuring outstanding items are tracked through resolution.
• Support the deployment, redeployment, configuration, and management of company endpoints using Autopilot, Intune, and other approved management tools.
• Monitor endpoint health, compliance, software deployment, updates, and configuration and assist with remediation or escalation as appropriate.
• Support Multi-Factor Authentication (MFA), account access, and other established identity and security controls.
• Monitor Service Desk activity, service levels, ticket trends, dashboards, and operational metrics to identify performance concerns and opportunities for improvement.
• Develop and maintain IT operational reports, dashboards, metrics, and supporting data used to evaluate service delivery, assets, technology performance, and recurring issues.
• Review technical and Service Desk records for completeness and accuracy, including reported issue, device or user assignment, root cause, resolution, and other required information.
• Assist in maintaining accurate technology asset and inventory records, including device assignments, hardware status, replacements, and related technology components.
• Support technology asset lifecycle activities, including procurement, deployment, reassignment, recovery, replacement, and disposition.
• Provide technical support and troubleshooting for endpoint, software, application, access, connectivity, and other technology-related issues.
• Investigate and resolve escalated operational issues and coordinate with IT Technicians, Systems Administrators, vendors, or other resources when additional support is required.
• Assist with monitoring and maintaining established endpoint security, access, and technology policies.
• Support testing and validation of system changes, application deployments, updates, technology implementations, and configuration changes.
• Identify recurring manual processes and recommend opportunities for automation, standardization, or improved efficiency.
• Create, maintain, and update IT procedures, Standard Operating Procedures, knowledge-base articles, technical documentation, and operational instructions.
• Assist IT leadership with operational reporting, technology research, vendor coordination, capacity planning, audits, technology projects, and continuous improvement initiatives.
• Collaborate with Systems Administrators and other IT staff to support efficient operation of the company's technology environment.
• Research technical issues, technologies, products, and potential solutions and provide findings and recommendations.
• Communicate technical issues, system impacts, status updates, and resolutions clearly to technical and non-technical stakeholders.
• Provide backup support to Service Desk operations as business needs require.
• Participate in on-call or off-hours IT support as required by operational needs.
• All other duties as assigned.

SUPERVISORY RESPONSIBILITY

This position does not have supervisory responsibility.

QUALIFICATIONS

• Associate degree in Information Technology, Computer Science, Information Systems, or a related field and/or three (3) years of relevant IT experience or an equivalent combination of education, training, and experience.
• Experience supporting IT operations, enterprise technology, systems, endpoints, or Service Desk functions.
• Working knowledge of Microsoft Office 365 and Microsoft cloud technologies.
• Experience with Entra ID/Azure Active Directory, Intune, Autopilot, Teams, SharePoint Online, SaaS applications, and cloud environments preferred.
• Experience with user account credentialing, access management, permissions, licensing, and employee onboarding/offboarding processes.
• Working knowledge of Windows operating systems and enterprise endpoint management.
• Working knowledge of networking concepts and protocols, including DNS, DHCP, TCP/IP, VPNs, and basic network troubleshooting.
• Introductory knowledge of ITIL practices for IT Service Management.
• Experience working with Service Desk or IT Service Management platforms such as ServiceNow or similar applications preferred.
• Knowledge of Service Desk reporting, dashboards, metrics, ticket analysis, and Service Level Agreements (SLAs).
• Ability to analyze technical and operational data, identify trends, and make recommendations based on findings.
• Strong analytical, troubleshooting, and problem-solving abilities with keen attention to detail.
• Ability to identify recurring issues and recommend process, technology, or service improvements.
• Ability to follow complex business and technical processes requiring a high level of accuracy.
• Experience creating and maintaining technical documentation, procedures, knowledge-base articles, or Standard Operating Procedures.
• Ability to conduct research into technical issues, products, and solutions as required.
• Ability to handle confidential data and sensitive technology information in a professional manner.
• Strong written, oral, and interpersonal communication skills.
• Ability to work independently, establish priorities, track deliverables, and manage work and deadlines.
• Self-motivated and directed, with the ability to effectively prioritize tasks in a fast-paced environment.
• Experience working in a team-oriented, collaborative environment.
• Must be detail-oriented and meticulous in maintaining accurate system, asset, account, and operational records.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Assessing the accuracy, neatness and thoroughness of the work assigned.
• Travel may be required.

EXPECTED WORKDAYS/HOURS

The IT Operations Analyst must be available and willing to work as directed based on operational needs. The company reserves the right to change the expected workdays/hours with or without notice.

OTHER DUTIES AS ASSIGNED

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER