IT Support Analyst; Edwards Vacuum

Location and Compensation

Buffalo, NY – Be part of an exciting journey as we prepare for production at our new facility in the Western New York Science & Technology Advanced Manufacturing Park (STAMP).
Edwards Genesee location address: 6685 Crosby Rd Basom, NY 14013.

Salary Range: $33.78 - $42.23. Compensation may vary outside of this range depending on several factors, including a candidate's qualifications, skills, competencies, experience, and location.

Responsible for the availability and operational delivery of Vacuum Technology Business Area (VT BA) IT systems and services at VT BA site facilities NASA primarily to New Genesee Site to the agreed levels of service (SLA), taking account of the changing or variable, demands of the business and seeking continuously and proactively to improve services in the most cost-effective and timely manner.

Effective and efficient management of the forwarded Incidents and self-service request. Implementation and support of IT Infrastructure, printers, conference and telecommunications equipment in the Genesee Site.

The position requires the ownership and responsibility for the ongoing local support and maintenance of existing cross platform applications and systems within the responsibility of the global VTBA IT Department. In detail this means effective and efficient local operation/coordination of the NASA infrastructure including servers, server applications, client infrastructure, implementation and support of IT LAN/WAN, telephony and telecommunications equipment.

• Deliver second-line IT support to end users across NASA Locations, covering hardware, software, printers, scanners, mobile devices, kiosk environments, and desktop applications.
• Respond to incidents and service requests escalated from the global Service Desk ensuring timely resolution and accurate documentation in line with ITIL processes.
• Carry out device lifecycle management including procurement, imaging, deployment, patching, and decommissioning using tools such as Intune, SCCM, and Autopilot.
• Coordinate local backup tape handling, storage, and shipping in compliance with disaster recovery and business continuity procedures.
• Liaise with network and server teams for site-level infrastructure tasks including Share permissions, break/fix, LAN patching, Wi-Fi access, firewall requests, and user connectivity and other needed requests.
• Maintain an accurate hardware/software asset inventory and CMDB records, using Service Now and Power BI reporting for compliance, hygiene, and audit tracking.
• Support VIP users by ensuring high-priority requests are resolved with urgency and professionalism.
• Participate in IT projects including site upgrades, system rollouts, acquisitions, and changes affecting the end-user environment.
• Create and maintain IT documentation, including procedures, service descriptions, knowledge base articles, standards, and installation guides.
• Enforce and promote adherence to IT policies, including information security, acceptable use, and endpoint protection practices.
• Provide onsite support as required, which may involve travel to other NASA locations and occasional out-of-hours work.

• 2+ years' experience in a second-line IT support or desktop support role within a multi-site or regional organisation.
• Proven experience supporting Microsoft Windows, Office 365, printers, mobile devices, client imaging, and hardware troubleshooting.
• Proficiency in using ITSM platforms (preferably Service Now) to manage incidents, requests, and assets.
• Experience with Microsoft Intune, SCCM, and Autopilot for managing and deploying devices.
• Strong understanding of ITIL-based practices including incident management, service requests, knowledge creation, and change management.
• Basic understanding of networking principles (TCP/IP, DHCP, OSI model), Wi-Fi access, and cabling standards.
• Familiarity with Active Directory and Azure AD concepts.
• Clear and effective communicator, both written and verbal, with experience in creating documentation and service descriptions.

• CompTIA A+ or equivalent certification.
• ITIL Foundation (v4) certification or equivalent practical knowledge.
• Exposure to tools such as Infoblox, Nexthink, and Power BI for monitoring and reporting.
• Experience with VIP support, scanner gun troubleshooting, and kiosk environments.
• Knowledge of US data protection standards, cyber security awareness, and audit requirements.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This role is generally sedentary, involving primarily desk-based tasks in a controlled indoor environment.
Sitting/Stationary Positioning:
Remains in a seated position continually or almost continually (about 60% of the time).
Hand and Finger Use/Dexterity:
Uses hands to handle, control, or feel objects, tools, or controls occasionally to moderately, with…