IT Analyst I

IT Analyst I Neovia - 3.5 Urbancrest, OH Job Details $53,950 - $80,900 a year 13 hours ago Qualifications Vendor relationship building Customer communication Stakeholder engagement Preventative hardware maintenance Azure Wireless networking GPO IT asset management Technical documentation Bachelor of Science IT service management iOS Logistics Equipment troubleshooting Routine inspections English Information Systems Mid-level Windows Android Communication platforms IT infrastructure Technical solutions implementation Analysis skills Driver's License VoIP Bachelor's degree Continuous improvement Computer hardware Driving Networking hardware installation Virtualization Hardware support Customer support ticket management Vendor relationship management WAN Managing IT infrastructure Microsoft Teams Telecommunication SharePoint IT Productivity software Root cause analysis Escalation handling 2 years Communication skills Stakeholder relationship building Active Directory management High availability Stakeholder management Full Job Description

JOB SUMMARY

The IT Field Services (ITFS) global team is responsible for ensuring Neovia's technical infrastructure is continuously available and reliable for the business across 100+ global facilities. Collaborates with end users, business and IT leadership to ensure proper system performance and availability. Diagnosing and general troubleshooting of end-user technology issues, escalating problems as required, are essential responsibilities.

JOB RESPONSIBILITIES

Role and Responsibilities The selected individual will own the stability and reliability of IT services at their assigned facilities, ensuring systems are consistently available to support daily business operations. The role will be actively involved in new technology rollouts, including PC and device refresh programs, network and wireless upgrades, and on‑site implementation of standard IT solutions.

Key responsibilities include:

Ensure availability, reliability, and supportability of IT infrastructure across Neovia facilities. Provide hands‑on 1st and 2nd line IT support locally and across the region as required. Manage and resolve incidents and service requests in line with the established Incident and Change Management processes. Troubleshoot and support wired and wireless LAN environments, including new installations and upgrades. Support and maintain site infrastructure technologies, including end‑user devices, networking, printers, RF/warehouse systems, telephony, and local servers. Execute IMAC activities (installations, moves, adds, changes) and support technology refresh initiatives. Manage assigned tickets and support requests (Service Desk Plus experience preferred). Work closely with service delivery teams, suppliers, and site stakeholders on support and project delivery. Participate in major incident response, escalation management, and root cause prevention activities. Build strong relationships with local leadership, acting as a local IT liaison and feeding business requirements back to central IT. Perform regular preventative maintenance activities (hardware checks, firmware updates, cabling inspections, asset health checks) to reduce incidents and improve service reliability. Support asset lifecycle activities, including deployment, decommissioning, and disposal of IT equipment. Participate in the national on‑call rota to provide out‑of‑hours support when required. Other duties as assigned.

Supported Technologies:

Microsoft Windows 11 Microsoft Office 365 Microsoft SharePoint Microsoft Teams Microsoft Active Directory/GPO Microsoft OneDrive VOIP Handsets & Video Conferencing Azure Virtual Desktop Cisco and Unifi

WAN/LAN/WLAN

technologies Dell/Microsoft PC/Laptop endpoints and Thin Client (iGEL) hardware HP Laser Printers Zebra/Printronix Industrial Printers RF handheld scanning devices Apple IOS and Google Android

QUALIFICATIONS

Required Skills and Experience:

Degree (BS/BA) in Information Systems or a related discipline, or equivalent practical experience. Minimum of 2 years' hands‑on experience supporting IT infrastructure in a field or site‑based environment. Strong customer‑facing and communication skills, both written and verbal. Proven ability to work independently, manage priorities, and operate effectively in a decentralised environment. Experience working with incident and service request queues within a Help Desk or ITSM tool. Strong troubleshooting skills across end‑user computing, including Windows 11 and Microsoft 365. Working knowledge of networking fundamentals, including switch and Wi‑Fi installation and support. Experience supporting RF technologies (handheld barcode scanners / mobile computers). Comfortable following established processes and contributing to their continuous improvement. Strong analytical and fact‑based problem‑solving skills. Keeps up to date with evolving technologies relevant to the role. Desirable Skills Experience supporting large‑scale or transformational IT initiatives. (e.g. system or infrastructure migrations). Exposure to Virtual Desktop and Thin Client technologies. (e.g. Microsoft Azure, Citrix, Igel) Experience supporting unified communications and telephony solutions. (e.g. Microsoft Teams, IPT/PABX). Experience producing IT work instructions or knowledge base documentation. Basic server support experience (e.g. hardware replacement, physical reboots). Experience working in a logistics or warehouse operational environment. Additional Requirements Valid, clean driving licence and access to own vehicle for daily business use. Occasional domestic travel is required (typically up to 6- 10 trips per year). Core working hours are 08:00-16:00, with flexibility required to support out‑of‑hours changes, installations, or on‑call rotation. Fluent English language skills.

PHYSICAL REQUIREMENTS

Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 15 pounds.

ADDITIONAL INFO

Must be well-spoken, professional, customer service savvy, as this role will interface with all executives (if designated as ITFS Executive Support). Establish and maintain effective relationships at all levels of the organization, and with external vendors and regulatory agencies. Effective written, verbal, and presentation skills with the ability to shift approaches based on audience. Ability to communicate complex issues/solutions in a manner that is easily understood and actionable despite the audience. Critical thinking abilities using fact-based troubleshooting skills. Ability to perform well within a fast-paced, deadline-driven environment that requires the management of multiple projects at once, without compromising quality and service levels. Ability to maintain confidentiality of extremely sensitive data at all times. Must have the ability to work well within a team environment as well as independently, have exceptional interpersonal and organizational skills and pay specific attention to details.