Job Description

The Sr. IT Service and Support Analyst is responsible for delivering reliable end-user support while coordinating the daily activities of a distributed team of IT support technicians across multiple U.S. locations. This role is primarily a hands-on technical role, with added responsibility for task coordination, workload tracking, and team follow-ups to ensure consistent service delivery.

Duties and Responsibilities:

Technical Support

• Provide Tier 2/3 support for Windows 10/11, Microsoft 365, and mobile devices.
• Troubleshoot hardware, software, and access issues.
• Support onboarding/offboarding and new device provisioning.
• Act as an escalation point for complex issues.

Team Coordination

• Coordinate workload across 6 distributed technicians.
• Monitor ticket queues and ensure timely follow-up.
• Track task completion and enforce accountability on other IT technicians
• Provide guidance and support to IT technicians.
• Conduct regular check-ins.

Operational Oversight

• Ensure adherence to Service Level Agreement SLAs.
• Identify recurring issues and follow up on resolution.
• Maintain documentation and procedures.
• Ensure consistent follow-up on all assigned tickets and tasks.

Requirements, Education and Experience:

• Bachelors degree in Computer Science or equivalent experience preferred
• CompTIA A+ or other IT Support Professional Certificate preferred
• 5+ IT support experience.
• 1+ years team lead experience.
• Strong Windows and Microsoft 365 knowledge.
• Experience with mobile devices.
• Strong organizational skills.
• Travel to other plant locations throughout the US

Other Information:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed, as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.