Technical Operations Analyst II
About The Position
The Analyst II, Technical Operations is a senior-level role responsible for managing, optimizing, and supporting the performance, reliability, and scalability of the organization’s endpoint infrastructure and related operations. This position requires advanced technical expertise, strong leadership capabilities, and a deep understanding of IT operations best practices, incident management, and system performance optimization. The Analyst II collaborates closely with cross-functional teams, manages complex technical initiatives, mentors junior staff, and drives continuous improvement efforts to ensure stable, secure, and efficient endpoint operations aligned with business objectives. Experienced in managing enterprise endpoints and applications, with responsibility for technical resources, staff oversight, product delivery, and system implementations. Demonstrates a strong understanding of enterprise networking, infrastructure, and security environments.
Requirements
- Problem-Solving: Strong analytical skills with the ability to diagnose and resolve complex technical issues
- Communication: Excellent written and verbal communication skills, capable of translating technical concepts for technical and non-technical stakeholders
- Project Management: Familiarity with IT service and project management methodologies (e.g., Agile, ITIL) and tools such as ServiceNow
- Bachelor’s degree in Information Technology or a related field or equivalent professional experience
- 3+ years of experience in IT operations, system administration, or technical support with a focus on endpoint infrastructure, networking, or systems engineering
- Proven experience managing complex systems and resolving high-impact, high-priority technical issues
- Hands-on experience with cloud platforms, particularly Microsoft Azure
- Experience with software distribution and configuration tools (e.g., SCCM)
- Demonstrated ability to optimize endpoint performance and manage endpoint services at scale
Nice To Haves
- HP, Dell, and IBM laptops and desktops
- Docking stations
- Zebra handheld scanning devices
- Zebra label printers
- General knowledge of: Firewalls, Servers and virtual environments, Wireless standards and technologies
- Microsoft Azure Administration
- Microsoft Windows OS (Desktop & Server – all versions)
- Microsoft Office Suite
- SAP and QAD applications
- ServiceNow (incident, change, and reporting)
- SCCM and endpoint imaging/deployment tools
- Common PC applications and web browsers (IE, Chrome, etc.)
- DNS and DHCP
- Remote connectivity tools (e.g., TeamViewer)
- Additional enterprise network technologies
Responsibilities
- Monitor and manage the health and performance of endpoint environments, including desktops, laptops, terminals, IoT devices, and applications using tools such as SCCM and CompuTrace
- Continuously monitor system performance to identify bottlenecks and opportunities for optimization
- Respond to and resolve system outages, performance degradation, and technical issues with minimal business impact
- Conduct thorough root cause analysis and implement corrective actions to prevent recurring issues
- Develop and maintain automation scripts using tools such as PowerShell, Bash, or Python to reduce manual effort and improve consistency
- Manage configuration consistency through automated configuration management tools (e.g., SCCM)
- Support and manage hardware and software deployments across the enterprise
- Ensure all configurations and system changes are tracked and documented according to established change management processes (ServiceNow)
- Configure and maintain development, staging, and production environments to meet technical, security, and performance standards
- Develop and maintain backup and disaster recovery strategies for endpoint devices to ensure data integrity and availability
- Perform regular audits of system access, configurations, and performance metrics
- Generate detailed reports to support operational visibility, compliance requirements, and stakeholder decision-making
- Partner with development, infrastructure, security, and product teams to align system requirements and performance expectations
- Mentor and train junior technical staff, promoting knowledge sharing and skill development
- Create and maintain technical documentation, including system configuration manuals, troubleshooting guides, and operational procedures
- Evaluate operational workflows to improve efficiency, reduce costs, and streamline IT operations
Benefits
- opportunities for growth and development
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
5,001-10,000 employees
