IT Support & Operations Analyst

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 at our Houston, Texas, service center.

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.