IT Analyst I

Neovia -•Columbus, OH

3d•Onsite

About The Position

The IT Field Services (ITFS) global team is responsible for ensuring Neovia’s technical infrastructure is continuously available and reliable for the business across 100+ global facilities. Collaborates with end users, business and IT leadership to ensure proper system performance and availability. Diagnosing and general troubleshooting of end-user technology issues, escalating problems as required, are essential responsibilities. The selected candidate will be based full time on site in Columbus, OH, with primary responsibility for providing continuous IT support to the Columbus facility and remote support to approximately 18 additional US sites for the same customer. Occasional travel for on‑site support at these other US facilities will also be required.

Requirements

Degree (BS/BA) in Information Systems or a related discipline, or equivalent practical experience.
Minimum of 2 years’ hands‑on experience supporting IT infrastructure in a field or site‑based environment.
Strong customer‑facing and communication skills, both written and verbal.
Proven ability to work independently, manage priorities, and operate effectively in a decentralised environment.
Experience working with incident and service request queues within a Help Desk or ITSM tool.
Strong troubleshooting skills across end‑user computing, including Windows 11 and Microsoft 365.
Working knowledge of networking fundamentals, including switch and Wi‑Fi installation and support.
Experience supporting RF technologies (handheld barcode scanners / mobile computers).
Comfortable following established processes and contributing to their continuous improvement.
Strong analytical and fact‑based problem‑solving skills.
Keeps up to date with evolving technologies relevant to the role.
Valid, clean driving licence and access to own vehicle for daily business use.
Fluent English language skills.

Nice To Haves

Experience supporting large‑scale or transformational IT initiatives. (e.g. system or infrastructure migrations).
Exposure to Virtual Desktop and Thin Client technologies. (e.g. Microsoft Azure, Citrix, Igel)
Experience supporting unified communications and telephony solutions. (e.g. Microsoft Teams, IPT/PABX).
Experience producing IT work instructions or knowledge base documentation.
Basic server support experience (e.g. hardware replacement, physical reboots).
Experience working in a logistics or warehouse operational environment.

Responsibilities

Ensure availability, reliability, and supportability of IT infrastructure across Neovia facilities.
Provide hands‑on 1st and 2nd line IT support locally and across the region as required.
Manage and resolve incidents and service requests in line with the established Incident and Change Management processes.
Troubleshoot and support wired and wireless LAN environments, including new installations and upgrades.
Support and maintain site infrastructure technologies, including end‑user devices, networking, printers, RF/warehouse systems, telephony, and local servers.
Execute IMAC activities (installations, moves, adds, changes) and support technology refresh initiatives.
Manage assigned tickets and support requests (Service Desk Plus experience preferred).
Work closely with service delivery teams, suppliers, and site stakeholders on support and project delivery.
Participate in major incident response, escalation management, and root cause prevention activities.
Build strong relationships with local leadership, acting as a local IT liaison and feeding business requirements back to central IT.
Perform regular preventative maintenance activities (hardware checks, firmware updates, cabling inspections, asset health checks) to reduce incidents and improve service reliability.
Support asset lifecycle activities, including deployment, decommissioning, and disposal of IT equipment.
Participate in the national on‑call rota to provide out‑of‑hours support when required.
Other duties as assigned.