Mechanical 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. This role is located in our Euclid, OH, location and will travel to/from our Marion, OH, location to support IT operations, as needed.
Reporting 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.
Essential Job Functions
Service Desk & End User Support
- Troubleshoot and resolve incidents and service requests in the IT service desk platform in a timely, professional, and customer-focused manner.
- Provide Tier 1/Tier 2 support for PCs, laptops, mobile devices, Microsoft 365, printing, file sharing, and related end-user technologies.
- Install, configure, maintain, and troubleshoot hardware, software, peripheral devices, telephones, conference room technology, audiovisual equipment, and other IT equipment.
- Deliver 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.
- Escalate complex technical issues as appropriate while maintaining ownership, follow-up, and communication throughout the support process.
- Support onboarding activities, including user setup, equipment deployment, orientation, and employee technology readiness.
- Maintain accurate ticket records, troubleshooting notes, resolution details, IT inventory, and asset tracking information.
- Support endpoint configuration, deployment, and lifecycle management initiatives.
- Provide on-site and remote support across other company locations, including, but not limited to, travel as needed.
- Participate in after-hours or emergency support rotation as required.
- Performs other related tasks assigned by management.
IT Operations & Process Improvement
- Analyze ticket trends, recurring issues, and operational data to identify opportunities for process improvement, standardization, automation, and operational efficiency.
- Develop and maintain reports, dashboards, KPI metrics, and operational documentation related to IT service delivery and support operations.
- Document and maintain workflows, procedures, knowledge base articles, and standard operating procedures (SOPs).
- Support continuous improvement initiatives for IT service management processes and user support operations.
- Participate in cross-functional initiatives to improve workflows, communication, technology adoption, and the overall employee technology support experience.
- Assist with implementation, testing, and validation of new technologies, process enhancements, and support improvements.
- Coordinate with vendors and internal stakeholders regarding support processes, system enhancements, and technology initiatives.
Other Duties and Responsibilities
- Comply with all safety policies, practices, and procedures and report unsafe activities to Management and/or Human Resources.
- Contribute to a positive, collaborative, and professional team environment.
- Demonstrate professionalism, accountability, sound judgment, honesty, integrity, and reliability in daily interactions with end users, peers, leadership, and vendors.
- Protect confidential information and do not communicate, disclose, or use confidential information for the benefit of third parties.
- Perform other duties as assigned.
