Operations Support Analyst - IT

Caterpillar Inc.•Lafayette, IN

2d•$29 - $43•Onsite

About The Position

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright and driven individuals, we wouldn’t be the Caterpillar we are today. Now, this is your chance to join our team and do work that matters. We want you to help us enable customer success, make progress possible around the world and help our communities grow and thrive. We are looking for a dynamic, organized self-starter to join our Product Support and Logistics Division as a Operations Support Analyst - IT in Lebanon, IN. Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. PSLD is responsible for the worldwide distribution of Cat aftermarket parts, integrated logistics, and global service to develop and support our global dealer network and customers. We’re committed to our customers, who build a better world with our products, services and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities –innovating to discover the breakthroughs necessary for tomorrow’s growth.

Requirements

Knowledge of an organization's IT purposes and activities; ability to create an effective IT environment for business operations.
Hands-on experience supporting warehouse, manufacturing, logistics, or operational IT environments.
Working knowledge of: Industrial printers and labeling systems, Mobile computing devices and scanners, Windows operating systems and device imaging, Basic networking concepts (IP addressing, Wi-Fi, switches, cabling)
Ability to independently diagnose and resolve hardware, software, and connectivity issues.
Familiarity with IT standards, policies, and procedures.
Knowledge of major tasks, deliverables, and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications.
Basic working knowledge of application delivery processes and IT project involvement.
Understanding of how IT systems support operational workflows and business outcomes.
Ability to document, follow, and help improve SOPs and IT-supported processes.
Knowledge of business process improvement best practices and ability to use methods for identifying, evaluating, introducing and implementing more efficient approaches to performing business related activities.
Demonstrated ability to troubleshoot complex issues in high-pressure environments.
Strong sense of ownership from issue identification through resolution.
Ability to prioritize work based on operational impact and urgency.
Effective organization and documentation skills.
Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Nice To Haves

Associate degree or technical certification in Information Technology, Computer Systems, or a related field.
2–4 years of hands-on IT support experience, preferably in a warehouse, manufacturing, logistics, or industrial environment.
Experience supporting WMS, MHE systems, or industrial printers.
IT certifications (CompTIA A+, Network+, Microsoft, Zebra, or equivalent).
Experience supporting multiple sites or distributed IT environments.

Responsibilities

Support, maintain, and troubleshoot all warehouse IT systems and infrastructure, including: Industrial printers (Zebra and similar), barcode scanners, and mobile computing devices Laptops, tablets, thin clients, and peripherals Warehouse Management Systems (WMS) and MHE fleet management systems Local area networks (LAN), Wi-Fi access points, and connectivity components
Perform root cause analysis to resolve hardware, software, and network issues impacting warehouse operations.
Ensure maximum uptime for all mission-critical systems supporting material flow and fulfillment.
Own and maintain preventative maintenance schedules for printers and warehouse IT equipment.
Diagnose and repair printer-related issues including media, firmware, drivers, calibration, and connectivity.
Manage replacement parts, supplies, redeployments, and equipment refreshes.
Maintain accurate IT asset tracking, inventory, and documentation.
Coordinate with vendors or escalate issues when internal resolution is not feasible.
Decommission and securely dispose of retired hardware in accordance with company policies.
Image, configure, test, and deploy laptops, tablets, thin clients, scanners, and mobile devices.
Build and troubleshoot hardware prior to deployment to ensure readiness and reliability.
Assist with technology implementations, upgrades, system rollouts, and site expansions.
Collect, analyze, and document feedback and requirements related to technology performance and usability.
Initiate, track, update, and resolve service tickets using the company help desk system.
Escalate incidents appropriately to Corporate IT or third-party vendors.
Ensure all incidents are thoroughly documented, including troubleshooting steps and resolution outcomes.
Communicate clearly and proactively with end users regarding issue status and resolution timelines.
Support IT-related business process improvement initiatives by identifying inefficiencies, recurring issues, and improvement opportunities.
Follow and help maintain standard operating procedures (SOPs) for IT-supported warehouse processes.
Assist in testing, evaluating, and validating new technologies with guidance from senior IT resources.
Track and document technology needs, system changes, and process impacts.
Deliver professional, customer-focused IT support to warehouse associates, supervisors, and leadership.
Communicate technical concepts clearly to non-technical audiences.
Build strong working relationships with Corporate IT, network teams, application support, operations leadership, and external vendors.
Provide feedback and insights to improve service delivery and user experience.
Participate in an on-call rotation to support off-shift operations, weekends, and peak business periods.
Support extended hours and overtime as required by operational demand.
Work effectively in a warehouse environment, including walking, standing, lifting equipment, and working around material handling systems.