Operations & Support Analyst

State Industrial•Hebron, OH

About The Position

The Operations and Support Analyst manages and monitors system batch jobs to help ensure system integrity, stability, and uptime. The role also provides technical support to corporate, warehouse, and field associates, troubleshooting hardware, software, mobile devices, printers, and other peripherals. As part of the IT Operations and Support team, the analyst responds to service requests, performs installations and training, and resolves technical issues to enhance productivity. The position suits a detail-oriented, quality-driven communicator who works well in a collaborative, support-focused environment. The analyst manages operational jobs and monitoring across corporate applications and application, network, and infrastructure services; supports SAP; handles employee technology support requests; and maintains documentation and asset records. The role may require resolving issues before business hours and responding outside normal working hours, as well as minimal travel.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.
2–5 years of experience in IT operations, systems support, or infrastructure monitoring.
Proficiency with monitoring tools, such as SAP, SQL, backup solutions, EDR, or similar.
Excellent troubleshooting and communication skills.
Ability to travel minimally.
Demonstrated appropriate working knowledge of corporate systems.
Demonstrated successful task management experience.
Demonstrated ability to comprehend and solve complex business and technical issues.
Ability to learn new applications and technologies and learn from technical experts.
Ability to support common office applications such as Microsoft Office 365, Azure AD, Microsoft Teams, and Adobe Acrobat.
Working knowledge of mobile devices, PC hardware, networking, infrastructure, and operational management.

Responsibilities

Manage and monitor corporate application operational jobs for optimal performance, including SAP, SQL, and other systems or scheduling tools, and maintain job documentation.
Monitor operational jobs for application, network, and infrastructure services, including Office 365, VM host and file-level backup, EDR, and other services.
Perform SAP application support, including analysis, documentation, system management of jobs, errors, and security, and troubleshooting.
Provide IT support for technical inquiries and deliver high-quality support to onsite and remote employees.
Handle multiple concurrent issues using a ticket management system.
Identify patterns in support requests that may indicate systemic issues.
Clearly communicate and document support requests in detail.
Manage administrative personnel changes, including new hires, transfers, and off-boarding.
Follow department policies and procedures accurately.
Manage the asset management system.
Manage and follow processes for system monitoring and alerting.
Support common office applications such as Microsoft Office 365, Azure AD, Microsoft Teams, and Adobe Acrobat, as required.
Work on special projects as assigned.
Resolve issues prior to business hours, including responding to issues outside normal working hours.