Information Technology Operations Analyst

IT Analyst

Position Overview

We are looking for an experienced IT Analyst with at least three years of relevant experience to help establish and develop our internal IT capabilities. This position will provide front-line technical assistance to employees, support enterprise resource planning (ERP) applications, including Microsoft Dynamics GP, and coordinate IT-related activities with external service providers. The role will also contribute to the introduction and implementation of new software solutions.

The successful candidate will bring a hands-on approach to technical support, strong troubleshooting skills, and the ability to work effectively with both internal teams and third-party providers to maintain dependable IT services and improve operational efficiency.

Primary Duties and Responsibilities

End-User Technical Assistance

• Deliver Level 1 support for IT-related problems involving computer hardware, software applications, and network connectivity.
• Diagnose and address issues affecting desktop computers, laptops, printers, and other connected equipment.
• Manage incoming technical support requests promptly, working to reduce disruptions and restore normal operations as quickly as possible.

ERP Application Administration and Support

• Provide ongoing assistance with ERP applications, with an emphasis on Microsoft Dynamics GP.
• Help employees navigate the system, investigate application errors, and resolve common user-related issues.
• Work with ERP providers and managed IT service partners to escalate complex problems, coordinate updates, and support system improvements.

External IT Provider Coordination

• Act as the central contact for IT vendors, service providers, and other external technology partners.
• Organize service requests, follow up on outstanding issues, and help ensure agreed-upon services are delivered within appropriate timeframes.
• Evaluate vendor service delivery and monitor performance against the organization's requirements and service expectations.

Software Deployment and Implementation

• Participate in the preparation, evaluation, testing, and rollout of new software applications and technology solutions.
• Assist with employee training, preparation of supporting materials, and activities required after implementation.
• Help employees transition to new applications and encourage effective use of newly introduced systems and tools.

IT Operations and System Upkeep

• Support scheduled maintenance activities, including software upgrades, security patches, and system backup procedures.
• Assist with the administration of user accounts, access permissions, and system authorization controls.
• Contribute to IT security initiatives and help maintain compliance with applicable organizational requirements.

Records, Documentation, and Performance Tracking

• Develop and maintain clear, up-to-date records covering IT systems, operational procedures, and troubleshooting methods.
• Monitor support tickets and assist with reporting on technical service performance, system reliability, and project milestones.

Internal Partnership and Process Development

• Collaborate with departments across the organization to understand technology requirements and identify appropriate IT solutions.
• Identify opportunities to streamline support activities and contribute to the ongoing improvement of IT processes, systems, and service delivery.

Required Qualifications and Experience

• At least three years of experience in IT support, with exposure to desktop troubleshooting, ERP application support, and software implementation activities.
• Technical Competencies
• Practical knowledge of Level 1 troubleshooting in Windows and/or macOS operating environments.
• Experience supporting ERP platforms, preferably Microsoft Dynamics GP, including assistance with end-user issues and basic system administration.
• Familiarity with coordinating external IT vendors and working with managed service providers.
• Experience contributing to software implementation projects, including testing, deployment, and end-user training.

Professional Skills

• Strong critical-thinking, analytical, and problem-solving capabilities.
• Effective verbal and written communication skills, with the ability to work professionally with employees, vendors, and colleagues.
• Strong organizational and time-management skills, including the ability to prioritize competing requests and manage multiple assignments in a fast-paced setting.

Education

• A bachelor's degree in Information Technology, Computer Science, or a related discipline is preferred but not required. Equivalent professional experience will also be considered.

Preferred Certifications

• CompTIA A+
• Microsoft Certified Professional (MCP)
• Other comparable IT support certifications