IT Operations Support Analyst

Job Details

The IT Operations Support Analyst is a hands‑on technical role that provides frontline IT support and assists with infrastructure operations across Monoflo's multi‑site manufacturing operation. This position supports end users at our Winchester, VA headquarters, Kansas facility, Mexico operations, and remote/traveling staff. Working as part of a small IT team that includes the IT Manager, Service Delivery Lead, and Helpdesk Analyst, this role focuses on day‑to‑day technical support, user account management, shop‑floor technology, and assistance with strategic IT projects.

This role requires being on‑site at Winchester, VA with regular travel between Winchester‑area facilities.

• Provide technical assistance to end users across all locations for hardware, software, connectivity, and application issues
• Troubleshoot and resolve desktop, laptop, mobile device (iOS/Android), tablet, and peripheral equipment problems both remotely and in‑person
• Support Microsoft 365 applications and cloud services (Exchange Online, SharePoint, Teams, One Drive, Office suite)
• Assist users with Delmiaworks ERP/MES/WMS application issues, escalating complex problems to the Service Delivery Lead or vendor support as needed
• Document all support requests, troubleshooting steps, and resolutions in the IT ticketing system with clear, detailed information
• Educate users on system usage, security best practices, and proper technology procedures

• Create, modify, and deactivate user accounts in Active Directory and Azure Entra  (formerly Azure AD)
• Manage user permissions, security groups, and role‑based access controls across on‑premises and cloud environments
• Coordinate with department managers to ensure appropriate access levels for ERP, file shares, applications, and systems
• Support Microsoft Intune device management including policy deployment and compliance monitoring
• Assist with employee onboarding and offboarding processes, ensuring timely provisioning and de‑provisioning of accounts and access rights

• Maintain and troubleshoot operational technology (OT) devices including label printers, barcode scanners, handheld devices, RT (real‑time) stations, and other shop‑floor equipment
• Provide user support for Delmiaworks ERP/MES/WMS platform across production scheduling, inventory management, warehouse operations, and manufacturing execution
• Coordinate with vendors and manufacturers for equipment repairs, replacements, firmware updates, and warranty service
• Work with Service Delivery Lead on OT/IoT network segmentation and security controls
• Respond promptly to production‑floor technology issues to minimize downtime and maintain manufacturing operations continuity

• Provide remote IT support for Kansas and Mexico facilities via remote tools, phone, and video assistance
• Coordinate with local contacts or vendors for on‑site resolution when remote support is not sufficient
• Support site‑specific IT projects and technology deployments at remote locations under direction of IT Manager
• Provide technical support to traveling sales staff and remote employees across multiple time zones
• Ensure consistent IT service delivery and user experience across all Monoflo locations

• Assist with Cisco Meraki network infrastructure support (wireless access points, switches, security appliances, VPN connections)
• Help troubleshoot network connectivity issues and performance problems
• Support mobile phones, VoIP phone systems, and paging infrastructure across facilities
• Configure and maintain telephony hardware and software, coordinating with telecom vendors for service delivery and upgrades
• Assist Service Delivery Lead with network infrastructure improvement projects

• Assist with imaging, deployment, and maintenance of workstations and servers
• Support Microsoft Intune and Autopilot deployment initiatives for streamlined device provisioning
• Help implement and manage Microsoft Deployment solutions for operating system and…