Operations Analyst

PLS Logistics Services•Cranberry, PA

16d

About The Position

The Operations Analyst provides technical support for PLS's endpoint computing environment and IT operations. This role is responsible for managing Windows endpoints, supporting Microsoft 365 technologies, responding to incidents and service requests, maintaining endpoint security and compliance, and delivering exceptional customer support. The analyst works closely with internal users and IT teams to resolve issues, improve operational efficiency, and leverage the organization's ITSM platform to track, prioritize, and document all work.

Requirements

IT degree or certificate in Computer Science, Information Technology, Management Information Systems, or equivalent experience.
Experience supporting end users in an enterprise using Windows and Chrome OS.
Experience with Microsoft Intune, Microsoft Endpoint Manager, Microsoft 365, Microsoft Entra ID (Azure AD), Active Directory, and SharePoint.
Strong troubleshooting skills for Windows, Office applications, printers, networking, various web browsers, and web-based applications.
Working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and Microsoft authentication technologies.
Experience administering Exchange Online, various Microsoft consoles including Microsoft 365.
Experience working within an ITIL-based service desk environment.
Experience using ITSM platforms for endpoint management, remote monitoring and management (RMM), patch management, remote support, and ticketing.
Excellent customer service and communication skills.
Strong troubleshooting and analytical abilities.
Ability to prioritize multiple incidents in a fast-paced environment.
Self-motivated with strong attention to detail and documentation.
Continuous learning mindset.

Nice To Haves

Familiarity with PowerShell and CMD line commands a plus.
Experience supporting endpoint security solutions is a plus.
Basic experience with AI platforms.
CompTIA A+, Network+, Security+, Microsoft Endpoint Administrator, or similar certifications are preferred.

Responsibilities

Work within a team to provide high level end user support that achieves excellent customer satisfaction both deskside and remote.
Manage incidents and service requests through the organization's ITSM platform, prioritize work, meet service level expectations, and document all activities.
Deploy, configure, maintain, and troubleshoot Windows endpoints using Microsoft Intune and Endpoint Manager while ensuring device compliance.
Utilize NinjaOne or similar RMM platforms to monitor endpoint health, perform remote support, deploy software, automate maintenance tasks, and proactively resolve issues.
Provide Tier 2 technical support for Windows, Microsoft 365, printers, VPN, authentication, and hardware/software issues.
Identify operational challenges, document findings, and coordinate escalations when necessary.
Assist with PowerShell scripting and process automation to improve operational efficiency.
Maintain technical documentation and knowledge base articles.
Support endpoint inventory, lifecycle management, and equipment tracking.
Assist with endpoint security, vulnerability remediation, MFA, Conditional Access, and security best practices.
Produce operational and service metrics reports.
Perform additional responsibilities as assigned.