IT End User Supp Analyst

Description

The IT Operations Support Analyst supports operational technologies, manages user accounts, and leads IT initiatives (remotely) for our KS facility. This role provides frontline end user support and works closely with the Systems Administrator to ensure cohesive infrastructure operations.

This role requires being on-site at our Winchester, VA facility and the ability to drive between locations as needed.

• Serve as the senior technical escalation point for the helpdesk team, resolving complex Tier 2/3 incidents across Monoflo’s Winchester HQ, Stonewall Industrial Park, and Ezra Lane logistics facility.
• Triage, prioritize, and work tickets in the Kaseya queue; ensure SLA response and resolution targets are met and communicate status clearly to affected users and the IT Manager; ensure transparency of metrics and key performance indicators.
• Guide and mentor junior helpdesk technicians day-to-day, providing technical direction, on-the-job coaching, and quality review of resolved tickets.
• Enhance, follow and help enforce established incident, problem, and change management procedures; flag process gaps or recurring issues to the IT Manager with recommended fixes.
• Maintain and contribute to the team knowledge base, documenting solutions, runbooks, and step‑by‑step guides for common issues and recurring requests.

• Deliver direct Tier 1/2/3 desktop, application, and hardware support to Monoflo employees across production floor, warehouse, logistics, and office environments.
• Provide outstanding customer service to users at all levels — from production line workers to department managers — with patience, clarity, and follow‑through.
• Manage hardware and software provisioning, imaging, and onboarding/offboarding processes for new and departing employees.
• Support mobile devices, printers, scanners, and peripherals across all Monoflo facilities; coordinate repair or replacement as needed.

• Provide hands‑on IT support for Monoflo’s industrial PCs and HMIs.
• Support technology across automated warehousing and logistics operations at the Ezra Lane facility, including barcode/RFID scanning, conveyor control interfaces, and WMS workstations.
• Coordinate with operations, maintenance, and engineering staff to troubleshoot and resolve technology issues on the production floor with minimal downtime.
• Execute patching, imaging, and device lifecycle tasks for ruggedized and production‑floor endpoints within approved maintenance windows and in coordination with shift supervisors.

• Perform hands‑on administration of Cisco Meraki appliances — MX security, MS switching, and MR wireless — across Baker Lane HQ, Stonewall Industrial Park, and the Ezra Lane logistics facility; provide remote network and infrastructure support for the Ottawa, Kansas facility via Meraki dashboard and RMM tooling.
• Administer Microsoft Windows Server environments including Active Directory user/group management, Group Policy, DNS/DHCP, and routine patching across all Monoflo sites.
• Assist with network documentation tasks including maintaining VLAN records, IP address management, and site topology diagrams as directed by the IT Manager.
• Monitor system health, respond to alerts, and perform routine maintenance on servers, network gear, and UPS/power infrastructure at Monoflo facilities.

• Utilize the Kaseya One platform — including VSA for RMM and IT Glue for documentation — as the primary toolset for daily support operations, remote management, and asset tracking.
• Execute and monitor automated patch management, remote monitoring policies, and scripted tasks within Kaseya VSA; report anomalies or failures to the IT Manager.
• Maintain accurate asset records, configurations, and documentation in IT Glue for all Monoflo‑managed devices and infrastructure components.
• Contribute to automation and script improvement efforts within Kaseya VSA to reduce manual, repetitive support tasks.

• Act as the IT point of contact for day‑to‑day technology requests from…