Operations & Support Analyst - IT

State Industrial - Recruiting•Hebron, OH

3d•$55,000 - $65,000•Hybrid

About The Position

The Operations & Support Analyst manages and monitors system batch jobs to help ensure system integrity, stability, and uptime. The role provides technical support to corporate, warehouse, and field associates by 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 support productivity. The position calls for a detail-oriented, quality-driven communicator who works effectively in a collaborative, support-focused environment. The role follows a consistent Monday–Friday, 8 a.m.–5 p.m. schedule and a hybrid work model, with the option to work from home two days per week. The analyst may need to resolve issues before business hours and respond to issues outside normal working hours. Minimal travel is required.

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 tools.
Ability to resolve issues before business hours, including responding to issues outside normal working hours.
Excellent troubleshooting and communication skills.
Ability to travel minimally.
Working knowledge of mobile devices, PC hardware, networking, infrastructure, and operational management.
Demonstrated working knowledge of corporate systems and successful task management experience.
Ability to comprehend and solve complex business and technical issues.
Ability to learn new applications and technologies and learn from technical experts.

Responsibilities

Manage and monitor corporate application operational jobs, including SAP, SQL, and other system or scheduling tools, and maintain related documentation.
Monitor operational jobs for application, network, and infrastructure services, including Office 365, VM host and file-level backup, and EDR.
Provide SAP application support, including analysis, documentation, system management for jobs, errors, and security, and troubleshooting.
Provide technical support to onsite and remote employees and respond to a variety of technical inquiries.
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 system monitoring and alerting processes.
Support common office applications, including Microsoft Office 365, Azure AD, Microsoft Teams, and Adobe Acrobat, as required.
Complete special projects as assigned.