IT Operations Analyst

JOB TITLE: IT Operations Analyst

DEPARTMENT: Information Technology

REPORTS TO: Director of Information Technology

FLSA STATUS: Exempt

OUR GUIDING PRINCIPLES

• Make Every Interaction Count

• Act with Respect and Integrity

• Demonstrate Passion for Continuous Improvement

• Be Worthy of Trust from all Stakeholders

OVERVIEW

The IT Operations Analyst supports the daily operation, monitoring, maintenance, and continuous improvement of the company's technology environment. This role serves as a technical and operational resource across IT functions, helping ensure systems, endpoints, user access, Service Desk processes, and technology assets operate efficiently, securely, and in accordance with established standards.

The IT Operations Analyst monitors IT operations, analyzes technical issues and trends, supports Microsoft 365 and cloud-based technologies, assists with endpoint and user administration, develops operational reporting and documentation, and identifies opportunities to improve IT processes and service delivery. This position works closely with IT Technicians, Systems Administrators, IT leadership, and other business functions to resolve issues, support technology initiatives, and maintain a reliable end-user technology environment.

ESSENTIAL FUNCTIONS

• Demonstrate ability to work in accordance with the SaviLinx Guiding Principles.

• Monitor daily IT operations and identify system, endpoint, application, access, or process issues requiring investigation or escalation.

• Analyze Service Desk tickets, recurring incidents, technical issues, and operational trends to identify root causes and recommend corrective or preventive actions.

• Support Microsoft Office 365, Entra ID, Azure Intune, Teams, SharePoint Online, Autopilot, SaaS applications, and other approved enterprise technologies.

• Assist with user account credentialing and onboarding/offboarding activities, including access, permissions, licensing, and device assignments.

• Support IT change management and service assurance activities by reviewing change requests, validating required documentation, coordinating implementation activities across technical teams, tracking follow-up actions, and maintaining accurate records of operational changes through completion.

• Support Network Operations Center (NOC), data center, and cloud operations by investigating service disruptions, analyzing available system and ticket information, documenting findings, and coordinating escalation and service restoration activities with engineering, network, and other technical resources.

• Coordinate communications during critical IT incidents and operational changes, providing timely status updates to internal stakeholders, documenting actions and resolutions, maintaining clear escalation records, and ensuring outstanding items are tracked through resolution.

• Support the deployment, redeployment, configuration, and management of company endpoints using Autopilot, Intune, and other approved management tools.

• Monitor endpoint health, compliance, software deployment, updates, and configuration and assist with remediation or escalation as appropriate.

• Support Multi-Factor Authentication (MFA), account access, and other established identity and security controls.

• Monitor Service Desk activity, service levels, ticket trends, dashboards, and operational metrics to identify performance concerns and opportunities for improvement.

• Develop and maintain IT operational reports, dashboards, metrics, and supporting data used to evaluate service delivery, assets, technology performance, and recurring issues.

• Review technical and Service Desk records for completeness and accuracy, including reported issue, device or user assignment, root cause, resolution, and other required information.

• Assist in maintaining accurate technology asset and inventory records, including device assignments, hardware status, replacements, and related technology components.

• Support technology asset lifecycle activities, including procurement, deployment, reassignment, recovery, replacement, and disposition.

• Provide technical support and troubleshooting for endpoint, software, application, access, connectivity, and other technology-related issues.

• Investigate and resolve escalated operational issues and coordinate with IT Technicians, Systems Administrators, vendors, or other resources when additional support is required.

• Assist with monitoring and maintaining established endpoint security, access, and technology policies.

• Support testing and validation of system changes, application deployments, updates, technology implementations, and configuration changes.

• Identify recurring manual processes and recommend opportunities for automation, standardization, or improved efficiency.

• Create, maintain, and update IT procedures, Standard Operating Procedures, knowledge-base articles, technical documentation, and operational instructions.

• Assist IT leadership with operational reporting, technology research, vendor coordination, capacity planning, audits, technology projects, and continuous improvement initiatives.

• Collaborate with Systems Administrators and other IT staff to support efficient operation of the company's technology environment.

• Research technical issues, technologies, products, and potential solutions and provide findings and recommendations.

• Communicate technical issues, system impacts, status updates, and resolutions clearly to technical and non-technical stakeholders.

• Provide backup support to Service Desk operations as business needs require.