Sr. IT Analyst Service and Support

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 (SLA) requirements. 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 Bachelor’s degree in Computer Science or equivalent experience preferred. CompTIA A+ or other IT Support Professional Certificate preferred. 5+ years of IT support experience. 1+ years of team lead experience. Strong Windows and Microsoft 365 knowledge. Experience with mobile devices. Strong organizational skills. Travel to other plant locations throughout the U.S. #J-18808-Ljbffr