IT Support & Operations Analyst

Description

Mechanical Dynamics & Analysis LLC (MD&A), one of the largest independent turbine repair organizations in the U.S., is seeking an IT Support & Operations Analyst to support IT operations and end-user technology services.  This role is located in our Euclid, OH, location and will travel to/from our Marion, OH, location to support IT operations, as needed.   

Reporting to the Service Desk Manager, the IT Support & Operations Analyst provides organization-wide technical support while contributing to operational reporting, process improvement, technical documentation, workflow analysis, and IT coordination activities. This role combines hands-on end-user support with operational responsibilities to improve service delivery, efficiency, and the overall employee technology experience. The ideal candidate is customer-focused, professional, and collaborative, with the ability to support users effectively while helping strengthen IT operations across the organization.

Essential Job Functions

Service Desk & End User Support

• Troubleshoot and resolve incidents and service requests in the IT service desk platform in a timely, professional, and customer-focused manner.
• Provide Tier 1/Tier 2 support for PCs, laptops, mobile devices, Microsoft 365, printing, file sharing, and related end-user technologies.
• Install, configure, maintain, and troubleshoot hardware, software, peripheral devices, telephones, conference room technology, audiovisual equipment, and other IT equipment.
• Deliver responsive onsite and remote support to employees across office, operational, and manufacturing environments while communicating effectively with technical and non-technical users at all levels of the organization.
• Escalate complex technical issues as appropriate while maintaining ownership, follow-up, and communication throughout the support process.
• Support onboarding activities, including user setup, equipment deployment, orientation, and employee technology readiness.
• Maintain accurate ticket records, troubleshooting notes, resolution details, IT inventory, and asset tracking information.
• Support endpoint configuration, deployment, and lifecycle management initiatives.
• Provide on-site and remote support across other company locations, including, but not limited to, travel as needed.
• Participate in after-hours or emergency support rotation as required.
• Performs other related tasks assigned by management.

IT Operations & Process Improvement

• Analyze ticket trends, recurring issues, and operational data to identify opportunities for process improvement, standardization, automation, and operational efficiency.
• Develop and maintain reports, dashboards, KPI metrics, and operational documentation related to IT service delivery and support operations.
• Document and maintain workflows, procedures, knowledge base articles, and standard operating procedures (SOPs).
• Support continuous improvement initiatives for IT service management processes and user support operations.
• Participate in cross-functional initiatives to improve workflows, communication, technology adoption, and the overall employee technology support experience.
• Assist with implementation, testing, and validation of new technologies, process enhancements, and support improvements.
• Coordinate with vendors and internal stakeholders regarding support processes, system enhancements, and technology initiatives.

Other Duties and Responsibilities

• Comply with all safety policies, practices, and procedures and report unsafe activities to Management and/or Human Resources.
• Contribute to a positive, collaborative, and professional team environment.
• Demonstrate professionalism, accountability, sound judgment, honesty, integrity, and reliability in daily interactions with end users, peers, leadership, and vendors.
• Protect confidential information and do not communicate, disclose, or use confidential information for the benefit of third parties.
• Perform other duties as assigned.

Requirements

Education and/or Experience

• Associate degree or bachelor’s degree in information technology, Computer Information Systems, Business Administration, or related field preferred.
• Minimum of 2-3 years of hands-on IT support, service desk, or end-user support experience required.
• Experience supporting users in a professional corporate environment preferred.
• Experience supporting users in manufacturing, industrial, engineering, or multi-site business environments preferred.
• Experience supporting Microsoft Windows, Microsoft 365, PCs, laptops, printers, mobile devices, and related endpoint technologies required.
• Experience with IT service management (ITSM) platforms such as Freshservice, ServiceNow, or similar systems preferred.
• Experience with reporting, workflow analysis, technical documentation, or operational support initiatives preferred.
• Experience working independently and managing multiple priorities in a fast-paced support environment preferred.
• Valid driver’s license and ability to travel between company locations as required.

Professional & Interpersonal Skills

• Strong customer service orientation and interpersonal skills, with the ability to build effective working relationships across departments and organizational levels.
• Demonstrated professionalism, accountability, sound judgment, and responsiveness in a fast-paced support environment.
• Strong verbal and written communication skills, including the ability to interact professionally with technical and non-technical stakeholders.
• Bilingual (Spanish) is highly desirable but not required.
• Ability to work independently, manage competing priorities, follow through on commitments, and adapt to changing business needs.
• Ability to remain collaborative, calm, and solution-oriented during high-pressure or time-sensitive situations.

Physical Demands & Work Environment

The physical demands and work environment characteristics described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Visual acuity sufficient to work at a computer screen frequently throughout the day, including near and far vision, depth perception, and the ability to distinguish words, numbers, and colors.
• Frequent standing, walking, bending, stooping, kneeling, and occasional work in confined spaces.
• Ability to lift up to twenty-five (25) pounds frequently and up to fifty (50) pounds occasionally, with assistance as needed.
• Manual dexterity is sufficient to operate computers, mobile devices, and standard office equipment for extended periods of time.
• Ability to install, move, and configure IT equipment in office and industrial environments.
• Ability to communicate effectively in person, over the phone, and through electronic communication methods.
• Ability to legally operate a motor vehicle and transport IT equipment between facilities if required.
• May require occasional after-hours or emergency support.
• Work environment is primarily office-based but may include exposure to moderate industrial noise levels when visiting operational facilities. Appropriate safety equipment may be required in designated areas.
• Travel to/from MD&A's Marion, OH, facility as needed (i.e., 1 to 2 times per month)