IT Service Desk Analyst L2

Hypertec Group • Plainfield, IN

1d • Onsite

About The Position

Hypertec is seeking an IT Service Desk Analyst L2 to join our IT Service Desk team in Plainfield, Indiana. This role serves as the primary on-site IT resource for the Indianapolis manufacturing facility, providing advanced technical support to onsite, satellite, and remote U.S. employees. The analyst will act as a senior escalation point for complex hardware, software, endpoint, identity, business application, printer, network, and infrastructure issues. Responsibilities include troubleshooting, root cause analysis, installation, configuration, deployment, and support of various IT equipment and applications, as well as managing hardware provisioning, inventory, and lifecycle activities. The role also involves supporting warehouse and manufacturing technologies, coordinating escalations with other IT teams, maintaining documentation, and contributing to continuous improvements in IT service delivery. Additionally, the analyst will support PowerShell scripts and automation, assist with server hardware maintenance, troubleshoot network connectivity, and support IT security and compliance initiatives.

Requirements

• Bachelor’s degree or diploma in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent education and relevant experience will be considered.
• 5+ years of experience in enterprise IT support, Service Desk, systems administration, infrastructure support, or a related technical role.
• Strong experience troubleshooting complex hardware, software, endpoint, identity, network, and infrastructure issues, including root cause analysis and long-term resolution.
• Hands-on experience with Microsoft technologies, including Active Directory, Group Policy, Microsoft 365, Exchange Online, Entra ID, Intune, SCCM/PXE imaging, Remote Desktop/RemoteApp, and virtualization technologies.
• Experience with endpoint deployment and management, OS imaging, software deployment, configuration management, IT asset management, and hardware lifecycle processes.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, wireless networking, and basic network infrastructure.
• Experience supporting enterprise applications and platforms such as SAP Business One, Produmex, Microsoft Dynamics CRM, Jira, Confluence, or similar technologies.
• Experience supporting technology in a warehouse, manufacturing, fulfillment, or logistics environment, including printers, barcode scanners, handheld devices, and related operational technology.
• Knowledge of endpoint security, access controls, data privacy, and IT security practices within regulated environments.
• Ability to mentor technical team members, share knowledge, and communicate effectively with both technical and non-technical stakeholders.
• Strong documentation skills, including ticket management, technical procedures, SOPs, and knowledge base content.
• Ability to lift, install, configure, and relocate computer equipment, servers, peripherals, and networking hardware weighing up to 50 pounds, with or without reasonable accommodation.

Responsibilities

• Serve as the primary on-site IT resource for our Indianapolis manufacturing facility, providing advanced technical support to onsite, satellite, and remote U.S. employees.
• Act as a senior escalation point for complex hardware, software, endpoint, identity, business application, printer, network, and infrastructure issues.
• Troubleshoot and resolve technical issues, perform root cause analysis, and identify opportunities to prevent recurring incidents.
• Install, configure, deploy, and support desktops, laptops, mobile devices, peripherals, printers, barcode scanners, and business applications.
• Manage U.S. hardware provisioning, imaging, inventory, asset tracking, onboarding/offboarding, equipment recovery, and lifecycle activities.
• Support warehouse and manufacturing technologies, including enterprise and thermal label printers, handheld scanners, SAP Business One, Produmex, Remote Desktop, and related operational systems.
• Coordinate technical escalations and initiatives with Infrastructure, Network, Security, and Application teams to ensure effective and timely resolution.
• Maintain technical documentation, procedures, runbooks, and knowledge base articles, and contribute to continuous improvements in IT service delivery.
• Review recurring incidents and service trends to recommend improvements to operational efficiency and the end-user experience.
• Provide technical guidance and knowledge sharing to Service Desk team members.
• Support and maintain PowerShell scripts and automation used for endpoint management, software deployment, and systems administration.
• Assist with server hardware installation, upgrades, relocation, maintenance, server room organization, and equipment lifecycle activities.
• Troubleshoot network connectivity issues and support cabling, network documentation, and infrastructure changes in collaboration with Network Engineering.
• Support local IT security and physical security initiatives, compliance activities, and audit requirements in accordance with corporate standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level