IT Support & Operations Analyst

Mechanical Dynamics & Analysis LLC•Latham, NY

just now•$65,000 - $75,000•Hybrid

About The Position

Mechanical Dynamics & Analysis LLC (MD&A), one of the largest independent turbine repair organizations in the U.S., is seeking an IT Support & Operations Analyst to support IT operations and end-user technology services from our facility in Latham, NY. Reporting to the Service Desk Manager, the IT Support & Operations Analyst provides organization-wide technical support while contributing to operational reporting, process improvement, technical documentation, workflow analysis, and IT coordination activities. This role combines hands-on end-user support with operational responsibilities to improve service delivery, efficiency, and the overall employee technology experience. The ideal candidate is customer-focused, professional, and collaborative, with the ability to support users effectively while helping strengthen IT operations across the organization.

Requirements

Associate’s degree or bachelor's degree in Information Technology, Computer Information Systems, Business Administration, or related field preferred.
Minimum of 2-3 years of hands-on IT support, service desk, or end-user support experience required.
Experience supporting users in a professional corporate environment preferred.
Experience supporting users in manufacturing, industrial, engineering, or multi-site business environments preferred.
Experience supporting Microsoft Windows, Microsoft 365, PCs, laptops, printers, mobile devices, and related endpoint technologies required.
Experience with IT service management (ITSM) platforms such as Freshservice, ServiceNow, or similar systems preferred.
Experience with reporting, workflow analysis, technical documentation, or operational support initiatives preferred.
Experience working independently and managing multiple priorities in a fast-paced support environment preferred.
Valid driver’s license and ability to travel between company locations as required.
Strong customer service orientation and interpersonal skills, with the ability to build effective working relationships across departments and organizational levels.
Demonstrated professionalism, accountability, sound judgment, and responsiveness in a fast-paced support environment.
Strong verbal and written communication skills, including the ability to interact professionally with technical and non-technical stakeholders.
Ability to work independently, manage competing priorities, follow through on commitments, and adapt to changing business needs.
Ability to remain collaborative, calm, and solution-oriented during high-pressure or time-sensitive situations.

Responsibilities

Troubleshoot and resolve incidents and service requests in the IT service desk platform in a timely, professional, and customer-focused manner.
Provide Tier 1/Tier 2 support for PCs, laptops, mobile devices, Microsoft 365, printing, file sharing, and related end-user technologies.
Install, configure, maintain, and troubleshoot hardware, software, peripheral devices, telephones, conference room technology, audiovisual equipment, and other IT equipment.
Deliver responsive onsite and remote support to employees across office, operational, and manufacturing environments while communicating effectively with technical and non-technical users at all levels of the organization.
Escalate complex technical issues as appropriate while maintaining ownership, follow-up, and communication throughout the support process.
Support onboarding activities, including user setup, equipment deployment, orientation, and employee technology readiness.
Maintain accurate ticket records, troubleshooting notes, resolution details, IT inventory, and asset tracking information.
Support endpoint configuration, deployment, and lifecycle management initiatives.
Provide onsite and remote support across company locations, including regular travel between Latham and Clifton Park as needed.
Participate in after-hours or emergency support rotation as required.
Analyze ticket trends, recurring issues, and operational data to identify opportunities for process improvement, standardization, automation, and operational efficiency.
Develop and maintain reports, dashboards, KPI metrics, and operational documentation related to IT service delivery and support operations.
Document and maintain workflows, procedures, knowledge base articles, and standard operating procedures (SOPs).
Support continuous improvement initiatives for IT service management processes and user support operations.
Participate in cross-functional initiatives to improve workflows, communication, technology adoption, and the overall employee technology support experience.
Assist with implementation, testing, and validation of new technologies, process enhancements, and support improvements.
Coordinate with vendors and internal stakeholders regarding support processes, system enhancements, and technology initiatives.
Comply with all safety policies, practices, and procedures and report unsafe activities to Management and/or Human Resources.
Contribute to a positive, collaborative, and professional team environment.
Demonstrate professionalism, accountability, sound judgment, honesty, integrity, and reliability in daily interactions with end users, peers, leadership, and vendors.
Protect confidential information and do not communicate, disclose, or use confidential information for the benefit of third parties.
Perform other duties as assigned.