{"schemaVersion":"jobsearcher.job.v1","id":"2bc3157da4e15e739610317b","url":"https://jobsearcher.com/jobs/2bc3157da4e15e739610317b","canonicalUrl":"https://jobsearcher.com/jobs/2bc3157da4e15e739610317b","title":"IT Support & Operations Analyst","description":"Description:\nMechanical 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 from our facility in Latham, NY.\nReporting 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.\nEssential Job Functions\nService Desk & End User Support\nTroubleshoot and resolve incidents and service requests in the IT service desk platform in a timely, professional, and customer-focused manner.\nProvide Tier 1/Tier 2 support for PCs, laptops, mobile devices, Microsoft 365, printing, file sharing, and related end-user technologies.\nInstall, configure, maintain, and troubleshoot hardware, software, peripheral devices, telephones, conference room technology, audiovisual equipment, and other IT equipment.\nDeliver 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.\nEscalate complex technical issues as appropriate while maintaining ownership, follow-up, and communication throughout the support process.\nSupport onboarding activities, including user setup, equipment deployment, orientation, and employee technology readiness.\nMaintain accurate ticket records, troubleshooting notes, resolution details, IT inventory, and asset tracking information.\nSupport endpoint configuration, deployment, and lifecycle management initiatives.\nProvide onsite and remote support across company locations, including regular travel between Latham and Clifton Park as needed.\nParticipate in after-hours or emergency support rotation as required.\nIT Operations & Process Improvement\nAnalyze ticket trends, recurring issues, and operational data to identify opportunities for process improvement, standardization, automation, and operational efficiency.\nDevelop and maintain reports, dashboards, KPI metrics, and operational documentation related to IT service delivery and support operations.\nDocument and maintain workflows, procedures, knowledge base articles, and standard operating procedures (SOPs).\nSupport continuous improvement initiatives for IT service management processes and user support operations.\nParticipate in cross-functional initiatives to improve workflows, communication, technology adoption, and the overall employee technology support experience.\nAssist with implementation, testing, and validation of new technologies, process enhancements, and support improvements.\nCoordinate with vendors and internal stakeholders regarding support processes, system enhancements, and technology initiatives.\nOther Duties and Responsibilities\nComply with all safety policies, practices, and procedures and report unsafe activities to Management and/or Human Resources.\nContribute to a positive, collaborative, and professional team environment.\nDemonstrate professionalism, accountability, sound judgment, honesty, integrity, and reliability in daily interactions with end users, peers, leadership, and vendors.\nProtect confidential information and do not communicate, disclose, or use confidential information for the benefit of third parties.\nPerform other duties as assigned.\nRequirements:\nEducation and/or Experience\nAssociate’s degree or bachelor's degree in Information Technology, Computer Information Systems, Business Administration, or related field preferred.\nMinimum of 2-3 years of hands-on IT support, service desk, or end-user support experience required.\nExperience supporting users in a professional corporate environment preferred.\nExperience supporting users in manufacturing, industrial, engineering, or multi-site business environments preferred.\nExperience supporting Microsoft Windows, Microsoft 365, PCs, laptops, printers, mobile devices, and related endpoint technologies required.\nExperience with IT service management (ITSM) platforms such as Freshservice, ServiceNow, or similar systems preferred.\nExperience with reporting, workflow analysis, technical documentation, or operational support initiatives preferred.\nExperience working independently and managing multiple priorities in a fast-paced support environment preferred.\nValid driver’s license and ability to travel between company locations as required.\nProfessional & Interpersonal Skills\nStrong customer service orientation and interpersonal skills, with the ability to build effective working relationships across departments and organizational levels.\nDemonstrated professionalism, accountability, sound judgment, and responsiveness in a fast-paced support environment.\nStrong verbal and written communication skills, including the ability to interact professionally with technical and non-technical stakeholders.\nAbility to work independently, manage competing priorities, follow through on commitments, and adapt to changing business needs.\nAbility to remain collaborative, calm, and solution-oriented during high-pressure or time-sensitive situations.\nPhysical Demands & Work Environment\nThe 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.\nVisual 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.\nFrequent standing, walking, bending, stooping, kneeling, and occasional work in confined spaces.\nAbility to lift up to twenty-five (25) pounds frequently and up to fifty (50) pounds occasionally, with assistance as needed.\nManual dexterity is sufficient to operate computers, mobile devices, and standard office equipment for extended periods of time.\nAbility to install, move, and configure IT equipment in office and industrial environments.\nAbility to communicate effectively in person, over the phone, and through electronic communication methods.\nAbility to legally operate a motor vehicle and transport IT equipment between facilities if required.\nMay require occasional after-hours or emergency support.\nWork 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.","company":"Mechanicaldynamics","rawCompany":"mechanicaldynamics","city":"Latham","state":"NY","isRemote":false,"isActive":false,"createdAt":"2026-07-20T11:59:36.769Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"518210","title":"Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services","slug":"computing-infrastructure-providers-data-processing-web-hosting-and-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"IT Support & Operations Analyst","description":"Description:\nMechanical 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 from our facility in Latham, NY.\nReporting 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.\nEssential Job Functions\nService Desk & End User Support\nTroubleshoot and resolve incidents and service requests in the IT service desk platform in a timely, professional, and customer-focused manner.\nProvide Tier 1/Tier 2 support for PCs, laptops, mobile devices, Microsoft 365, printing, file sharing, and related end-user technologies.\nInstall, configure, maintain, and troubleshoot hardware, software, peripheral devices, telephones, conference room technology, audiovisual equipment, and other IT equipment.\nDeliver 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.\nEscalate complex technical issues as appropriate while maintaining ownership, follow-up, and communication throughout the support process.\nSupport onboarding activities, including user setup, equipment deployment, orientation, and employee technology readiness.\nMaintain accurate ticket records, troubleshooting notes, resolution details, IT inventory, and asset tracking information.\nSupport endpoint configuration, deployment, and lifecycle management initiatives.\nProvide onsite and remote support across company locations, including regular travel between Latham and Clifton Park as needed.\nParticipate in after-hours or emergency support rotation as required.\nIT Operations & Process Improvement\nAnalyze ticket trends, recurring issues, and operational data to identify opportunities for process improvement, standardization, automation, and operational efficiency.\nDevelop and maintain reports, dashboards, KPI metrics, and operational documentation related to IT service delivery and support operations.\nDocument and maintain workflows, procedures, knowledge base articles, and standard operating procedures (SOPs).\nSupport continuous improvement initiatives for IT service management processes and user support operations.\nParticipate in cross-functional initiatives to improve workflows, communication, technology adoption, and the overall employee technology support experience.\nAssist with implementation, testing, and validation of new technologies, process enhancements, and support improvements.\nCoordinate with vendors and internal stakeholders regarding support processes, system enhancements, and technology initiatives.\nOther Duties and Responsibilities\nComply with all safety policies, practices, and procedures and report unsafe activities to Management and/or Human Resources.\nContribute to a positive, collaborative, and professional team environment.\nDemonstrate professionalism, accountability, sound judgment, honesty, integrity, and reliability in daily interactions with end users, peers, leadership, and vendors.\nProtect confidential information and do not communicate, disclose, or use confidential information for the benefit of third parties.\nPerform other duties as assigned.\nRequirements:\nEducation and/or Experience\nAssociate’s degree or bachelor's degree in Information Technology, Computer Information Systems, Business Administration, or related field preferred.\nMinimum of 2-3 years of hands-on IT support, service desk, or end-user support experience required.\nExperience supporting users in a professional corporate environment preferred.\nExperience supporting users in manufacturing, industrial, engineering, or multi-site business environments preferred.\nExperience supporting Microsoft Windows, Microsoft 365, PCs, laptops, printers, mobile devices, and related endpoint technologies required.\nExperience with IT service management (ITSM) platforms such as Freshservice, ServiceNow, or similar systems preferred.\nExperience with reporting, workflow analysis, technical documentation, or operational support initiatives preferred.\nExperience working independently and managing multiple priorities in a fast-paced support environment preferred.\nValid driver’s license and ability to travel between company locations as required.\nProfessional & Interpersonal Skills\nStrong customer service orientation and interpersonal skills, with the ability to build effective working relationships across departments and organizational levels.\nDemonstrated professionalism, accountability, sound judgment, and responsiveness in a fast-paced support environment.\nStrong verbal and written communication skills, including the ability to interact professionally with technical and non-technical stakeholders.\nAbility to work independently, manage competing priorities, follow through on commitments, and adapt to changing business needs.\nAbility to remain collaborative, calm, and solution-oriented during high-pressure or time-sensitive situations.\nPhysical Demands & Work Environment\nThe 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.\nVisual 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.\nFrequent standing, walking, bending, stooping, kneeling, and occasional work in confined spaces.\nAbility to lift up to twenty-five (25) pounds frequently and up to fifty (50) pounds occasionally, with assistance as needed.\nManual dexterity is sufficient to operate computers, mobile devices, and standard office equipment for extended periods of time.\nAbility to install, move, and configure IT equipment in office and industrial environments.\nAbility to communicate effectively in person, over the phone, and through electronic communication methods.\nAbility to legally operate a motor vehicle and transport IT equipment between facilities if required.\nMay require occasional after-hours or emergency support.\nWork 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.","datePosted":"2026-07-20T11:59:36.769Z","dateModified":"2026-07-20T11:59:36.769Z","hiringOrganization":{"@type":"Organization","name":"Mechanicaldynamics","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Latham","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"2bc3157da4e15e739610317b"},"url":"https://jobsearcher.com/jobs/2bc3157da4e15e739610317b"}}