IT Service Delivery Analyst

JOB SUMMARY:
The IT Service Delivery Analyst provides hands-on technical support and infrastructure assistance for employees across multiple manufacturing and office locations. The role resolves day-to-day hardware, software, network, and access issues; deploys and supports endpoints; assists with local server and network infrastructure; and participates in technology projects that improve the reliability, security, and efficiency of IT operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide responsive on-site and remote technical support for employees across multiple manufacturing and office locations.
Diagnose and resolve hardware, software, connectivity, printing, mobile-device, and access issues, escalating complex problems when appropriate.
Configure, deploy, maintain, and replace computers, peripherals, mobile devices, and approved software.
Support Microsoft 365, Windows 11, Active Directory, Group Policy, Microsoft Intune, and related identity and endpoint-management services.
Assist with the administration, monitoring, patching, and maintenance of local server, network, wireless, and endpoint environments.
Support LAN, wireless, VPN, switching, DNS, DHCP, and other site connectivity services.
Participate in server refreshes, workstation migrations, network deployments, platform upgrades, and other infrastructure projects.
Maintain accurate asset, inventory, support, and technical documentation.
Train end users on approved technologies and create practical support documentation.
Identify opportunities to standardize or automate recurring support and administrative activities.
Collaborate with business users, vendors, and IT colleagues to resolve issues and implement technology solutions.
Travel to supported facilities as required, approximately 25%.
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent education and relevant experience.
3–5 years of hands-on IT support experience involving endpoints, users, and basic infrastructure.
Experience supporting Microsoft 365 and Windows 11.
Experience troubleshooting computer hardware, software, LAN, wireless, VPN, and peripheral issues.
Working knowledge of Active Directory, Group Policy, endpoint management, and user-access administration.
Strong customer-service, troubleshooting, communication, and documentation skills.
Ability to work independently while collaborating effectively with a distributed IT team.
Ability to support remote users and work effectively in manufacturing and office environments.
Willingness to travel approximately 25%.
Ability to lift and move equipment weighing up to 30 pounds as needed.
Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.
PREFERRED EDUCATION AND EXPERIENCE:
Experience with Microsoft Intune and automated software deployment.
Familiarity with Windows Server, DNS, DHCP, switching, VLANs, SD-WAN, and enterprise wireless technologies.
Experience with IT asset-management and service-management platforms.
Experience supporting mobile devices and cloud-based telecommunications systems.
Previous experience supporting a manufacturing or multi-site enterprise environment.
Experience participating in infrastructure upgrades, migrations, and technology deployments.