IT Services / Infrastructure Analyst

Lavazza North America Inc•West Goshen Township, PA

2d•Hybrid

About The Position

The IT Services Infrastructure Analyst provides technical support for the Lavazza West Chester manufacturing facility and its associated IT infrastructure environment. This role helps ensure the reliable delivery of technology services by collaborating with IT teams, Operations personnel, end users, stakeholders, and third-party service providers to support critical business and manufacturing operations. Using the organization's IT service management (ITSM) platform, the analyst is responsible for receiving, prioritizing, troubleshooting, and resolving incidents and service requests. Support responsibilities include hardware, software, local data center infrastructure, local area networks (LAN), computers, printers, mobile devices, and other endpoint technologies commonly utilized in industrial and manufacturing environments. This position requires a strong customer-service orientation and involves a diverse range of technical responsibilities with varying levels of complexity. The analyst is expected to demonstrate effective organizational, communication, problem-solving, and relationship-management skills while providing timely updates on support activities and maintaining high service standards. The role also contributes to the continuous improvement of infrastructure support processes and proactively identifies solutions to meet evolving business needs. This is a mid-level technical position suited for an individual with a solid foundation in IT infrastructure support, preferably within manufacturing, operations, or industrial environments. The analyst will work independently while collaborating with a broader international IT team. Responsibilities will primarily focus on operational support activities, with opportunities to participate in infrastructure and technology-related projects.

Requirements

Minimum of 2-4 years of experience supporting IT infrastructure, systems administration, and end-user technologies in a manufacturing, industrial, or operational environment.
Associate's or Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field preferred; equivalent combination of education, technical training, certifications, and relevant work experience will be considered.
Working knowledge of enterprise infrastructure technologies, including Windows Server, Active Directory, Group Policy, Microsoft 365, virtualization platforms (preferably VMware), TCP/IP networking, endpoint devices, mobile technologies, and basic Linux administration.
Experience supporting infrastructure solutions and services in collaboration with internal stakeholders, third-party vendors, and managed service providers.
Understanding of information security principles, security controls, vulnerability management, patching, and system hardening practices.
Demonstrated ability to troubleshoot, analyze, and resolve technical issues, perform root cause analysis, and implement corrective or preventive actions.
Strong customer service, communication, and interpersonal skills, with the ability to build effective working relationships across technical and non-technical teams.
Proven ability to manage multiple priorities, work independently, exercise sound judgment, and adapt effectively in a fast-paced and evolving environment.
Proficiency in written and verbal English communication.

Responsibilities

Serve as the primary on-site IT point of contact for the West Chester plant, supporting Engineering, Operations, and IT service providers.
Support Lavazza internal teams and external vendors in the delivery, maintenance, and continuous improvement of industrial IT solutions.
Manage and resolve incidents and service requests through the organization's IT service management (ITSM) platform, including troubleshooting, prioritization, escalation, and follow-through to resolution.
Provide technical support and break-fix services for hardware, software, and end-user devices, including configuration, deployment, maintenance, and upgrades.
Perform hands-on support for physical infrastructure, including cabling, patching, equipment installation, hardware replacement, and connectivity troubleshooting.
Support the operation, maintenance, monitoring, and enhancement of local infrastructure systems and technology environments.
Assist with information security initiatives, including server patching, system updates, security configurations, and compliance-related activities.
Proactively identify, report, and respond to security vulnerabilities and incidents while promoting cybersecurity awareness and best practices among users.
Create, modify, and maintain user accounts, system access permissions, and security controls in accordance with company policies and standards.
Conduct post-incident reviews and root cause analyses, documenting findings and supporting the implementation of corrective and preventive actions.
Maintain accurate documentation of systems, procedures, support activities, and technical configurations.
Collaborate with global IT teams and external partners to ensure service levels, operational standards, and project objectives are achieved.
Participate in infrastructure, security, and technology improvement projects as assigned.
Support business continuity by contributing to system reliability, availability, and operational resilience initiatives.