IT Operations Support Analyst

Monoflo International•Winchester, VA

8h•Onsite

About The Position

The IT Operations Support Analyst is a hands-on technical role that provides frontline IT support and assists with infrastructure operations across Monoflo's multi-site manufacturing operation. This position supports end users at our Winchester, VA headquarters, Kansas facility, Mexico operations, and remote/traveling staff. Working as part of a small IT team that includes the IT Manager, Service Delivery Lead, and Helpdesk Analyst, this role focuses on day-to-day technical support, user account management, shop-floor technology, and assistance with strategic IT projects. This role requires being on-site at Winchester, VA with regular travel between Winchester-area facilities.

Requirements

2-4 years IT support, help desk, or technical support experience
Working knowledge of Microsoft 365 cloud services (Exchange Online, SharePoint, Teams, OneDrive)
Experience with Active Directory and Azure Entra ID user account management
Familiarity with Microsoft Intune for mobile device management (MDM)
Exposure to Cisco Meraki or similar networking equipment
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, wireless)
Experience supporting Windows 10/11 and mobile platforms (iOS/Android devices)
Ability to diagnose and resolve common hardware, software, and application issues
Good troubleshooting methodology and problem-solving skills
Good written and verbal communication skills with ability to explain technical concepts to non-technical users
Ability to manage multiple support requests and priorities
Customer service orientation with professional demeanor
Ability to work independently and as part of a small IT team
Valid driver's license and reliable transportation for travel between Winchester-area facilities

Nice To Haves

Manufacturing, industrial, distribution, or logistics environment experience
Familiarity with ERP systems, particularly Delmiaworks (formerly EnterpriseIQ) or similar manufacturing platforms
Experience supporting operational technology (OT) devices (barcode scanners, label printers, handheld terminals, shop-floor equipment)
Basic understanding of IT ticketing systems (Kaseya, ServiceNow, Jira Service Desk, Zendesk, or similar)
Some scripting knowledge (PowerShell, Python, Bash) beneficial
Familiarity with Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), or Windows Autopilot
VoIP phone systems experience
Multi-site environment experience
Bilingual capabilities (English/Spanish) beneficial for supporting Mexico operations

Responsibilities

Provide technical assistance to end users across all locations for hardware, software, connectivity, and application issues
Troubleshoot and resolve desktop, laptop, mobile device (iOS/Android), tablet, and peripheral equipment problems both remotely and in-person
Support Microsoft 365 applications and cloud services (Exchange Online, SharePoint, Teams, OneDrive, Office suite)
Assist users with Delmiaworks ERP/MES/WMS application issues, escalating complex problems to the Service Delivery Lead or vendor support as needed
Document all support requests, troubleshooting steps, and resolutions in the IT ticketing system with clear, detailed information
Educate users on system usage, security best practices, and proper technology procedures
Create, modify, and deactivate user accounts in Active Directory and Azure Entra ID (formerly Azure AD)
Manage user permissions, security groups, and role-based access controls across on-premises and cloud environments
Coordinate with department managers to ensure appropriate access levels for ERP, file shares, applications, and systems
Support Microsoft Intune device management including policy deployment and compliance monitoring
Assist with employee onboarding and offboarding processes, ensuring timely provisioning and de-provisioning of accounts and access rights
Maintain and troubleshoot operational technology (OT) devices including label printers, barcode scanners, handheld devices, RT (real-time) stations, and other shop-floor equipment
Provide user support for Delmiaworks ERP/MES/WMS platform across production scheduling, inventory management, warehouse operations, and manufacturing execution
Coordinate with vendors and manufacturers for equipment repairs, replacements, firmware updates, and warranty service
Work with Service Delivery Lead on OT/IoT network segmentation and security controls
Respond promptly to production-floor technology issues to minimize downtime and maintain manufacturing operations continuity
Provide remote IT support for Kansas and Mexico facilities via remote tools, phone, and video assistance
Coordinate with local contacts or vendors for on-site resolution when remote support is not sufficient
Support site-specific IT projects and technology deployments at remote locations under direction of IT Manager
Provide technical support to traveling sales staff and remote employees across multiple time zones
Ensure consistent IT service delivery and user experience across all Monoflo locations
Assist with Cisco Meraki network infrastructure support (wireless access points, switches, security appliances, VPN connections)
Help troubleshoot network connectivity issues and performance problems
Support mobile phones, VoIP phone systems, and paging infrastructure across facilities
Configure and maintain telephony hardware and software, coordinating with telecom vendors for service delivery and upgrades
Assist Service Delivery Lead with network infrastructure improvement projects
Assist with imaging, deployment, and maintenance of workstations and servers
Support Microsoft Intune and Autopilot deployment initiatives for streamlined device provisioning
Help implement and manage Microsoft Deployment solutions for operating system and application deployment
Administer networked and local printers, including print servers, driver management, and printer maintenance schedules
Maintain accurate IT asset inventory including hardware, software licenses, mobile devices, and peripheral equipment
Perform routine system maintenance tasks including updates, patches, and backups under direction of Service Delivery Lead
Participate in IT initiatives including ERP upgrades, Intune/Autopilot deployment, network infrastructure improvements, and OT/IoT domain isolation projects
Identify opportunities to improve IT processes, reduce system downtime, and improve user productivity
Create and maintain technical documentation including procedures, knowledge base articles, and configuration guides
Stay current with technologies relevant to manufacturing IT environments
Collaborate effectively with IT team members, department leaders, and external vendors