IT Operations Support Analyst

The IT Operations Support Analyst is a hands-on technical role that provides frontline IT support and assists with infrastructure operations across Monoflo's multi-site manufacturing operation. This position supports end users at our Winchester, VA headquarters, Kansas facility, Mexico operations, and remote/traveling staff. Working as part of a small IT team that includes the IT Manager, Service Delivery Lead, and Helpdesk Analyst, this role focuses on day-to-day technical support, user account management, shop-floor technology, and assistance with strategic IT projects., End User Support & Technical Troubleshooting

• Provide technical assistance to end users across all locations for hardware, software, connectivity, and application issues

• Troubleshoot and resolve desktop, laptop, mobile device (iOS/Android), tablet, and peripheral equipment problems both remotely and in-person

• Support Microsoft 365 applications and cloud services (Exchange Online, SharePoint, Teams, OneDrive, Office suite)

• Assist users with Delmiaworks ERP/MES/WMS application issues, escalating complex problems to the Service Delivery Lead or vendor support as needed

• Document all support requests, troubleshooting steps, and resolutions in the IT ticketing system with clear, detailed information

• Educate users on system usage, security best practices, and proper technology procedures

Identity & Access Management

• Create, modify, and deactivate user accounts in Active Directory and Azure Entra ID (formerly Azure AD)

• Manage user permissions, security groups, and role-based access controls across on-premises and cloud environments

• Coordinate with department managers to ensure appropriate access levels for ERP, file shares, applications, and systems

• Support Microsoft Intune device management including policy deployment and compliance monitoring

• Assist with employee onboarding and offboarding processes, ensuring timely provisioning and de-provisioning of accounts and access rights

Manufacturing Operations & Shop Floor Support

• Maintain and troubleshoot operational technology (OT) devices including label printers, barcode scanners, handheld devices, RT (real-time) stations, and other shop-floor equipment

• Provide user support for Delmiaworks ERP/MES/WMS platform across production scheduling, inventory management, warehouse operations, and manufacturing execution

• Coordinate with vendors and manufacturers for equipment repairs, replacements, firmware updates, and warranty service

• Work with Service Delivery Lead on OT/IoT network segmentation and security controls

• Respond promptly to production-floor technology issues to minimize downtime and maintain manufacturing operations continuity

Multi-Site & Remote Support

• Provide remote IT support for Kansas and Mexico facilities via remote tools, phone, and video assistance

• Coordinate with local contacts or vendors for on-site resolution when remote support is not sufficient

• Support site-specific IT projects and technology deployments at remote locations under direction of IT Manager

• Provide technical support to traveling sales staff and remote employees across multiple time zones

• Ensure consistent IT service delivery and user experience across all Monoflo locations

Network & Infrastructure Support

• Assist with Cisco Meraki network infrastructure support (wireless access points, switches, security appliances, VPN connections)

• Help troubleshoot network connectivity issues and performance problems

• Support mobile phones, VoIP phone systems, and paging infrastructure across facilities

• Configure and maintain telephony hardware and software, coordinating with telecom vendors for service delivery and upgrades

• Assist Service Delivery Lead with network infrastructure improvement projects

System Administration & Device Management

• Assist with imaging, deployment, and maintenance of workstations and servers

• Support Microsoft Intune and Autopilot deployment initiatives for streamlined device provisioning

• Help implement and manage Microsoft Deployment solutions for operating system and application deployment

• Administer networked and local printers, including print servers, driver management, and printer maintenance schedules

• Maintain accurate IT asset inventory including hardware, software licenses, mobile devices, and peripheral equipment

• Perform routine system maintenance tasks including updates, patches, and backups under direction of Service Delivery Lead

Projects & Continuous Improvement

• Participate in IT initiatives including ERP upgrades, Intune/Autopilot deployment, network infrastructure improvements, and OT/IoT domain isolation projects
• Identify opportunities to improve IT processes, reduce system downtime, and improve user productivity
• Create and maintain technical documentation including procedures, knowledge base articles, and configuration guides
• Stay current with technologies relevant to manufacturing IT environments
• Collaborate effectively with IT team members, department leaders, and external vendors, * Standard business hours (Monday-Friday) with occasional evening or weekend work for system maintenance, upgrades, and emergency support
• On-call availability may be required on a rotational basis to support critical systems and manufacturing operations
• Work environment includes both office settings and active injection molding production floors with exposure to machinery, noise, heat, and plastic resin odors; appropriate PPE required in production areas
• Must be comfortable and willing to work on ladders, scissor lifts, and boom/cherry picker equipment to access network equipment, ceiling-mounted wireless access points, and overhead cabling infrastructure; training will be provided

Do you have a valid Driver's License license?, Do you have experience in iOS?, * 2-4 years IT support, help desk, or technical support experience

• Working knowledge of Microsoft 365 cloud services (Exchange Online, SharePoint, Teams, OneDrive)
• Experience with Active Directory and Azure Entra ID user account management
• Familiarity with Microsoft Intune for mobile device management (MDM)
• Exposure to Cisco Meraki or similar networking equipment
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, wireless)
• Experience supporting Windows 10/11 and mobile platforms (iOS/Android devices)
• Ability to diagnose and resolve common hardware, software, and application issues
• Good troubleshooting methodology and problem-solving skills
• Good written and verbal communication skills with ability to explain technical concepts to non-technical users
• Ability to manage multiple support requests and priorities
• Customer service orientation with professional demeanor
• Ability to work independently and as part of a small IT team
• Valid driver's license and reliable transportation for travel between Winchester-area facilities

Preferred:

• Manufacturing, industrial, distribution, or logistics environment experience
• Familiarity with ERP systems, particularly Delmiaworks (formerly EnterpriseIQ) or similar manufacturing platforms
• Experience supporting operational technology (OT) devices (barcode scanners, label printers, handheld terminals, shop-floor equipment)
• Basic understanding of IT ticketing systems (Kaseya, ServiceNow, Jira Service Desk, Zendesk, or similar)
• Some scripting knowledge (PowerShell, Python, Bash) beneficial
• Familiarity with Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), or Windows Autopilot
• VoIP phone sstems experience
• Multi-site environment experience
• Bilingual capabilities (English/Spanish) beneficial for supporting Mexico operations, * Ability to frequently lift and move heavy objects including computer equipment, servers, network devices, and peripherals (up to 50 lbs regularly, occasionally heavier with assistance)
• Must be able to safely use common hand tools (screwdrivers, pliers, crimpers, cable strippers) and power tools (drills, impact drivers) for IT equipment installation and cabling
• Physical requirements include: prolonged periods of standing and walking, bending, kneeling, reaching overhead, and working in confined spaces such as network closets and equipment rooms
• Must be able to work in a fast-paced manufacturing environment where production uptime is critical and rapid response to issues is essential

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, * Financial Wellness: 401(k) retirement plan with company match and annual/quarterly bonus opportunities.
• Health Coverage: Medical, dental, and vision insurance.
• Security: Short-term and long-term disability insurance.
• Optional Extras: Employee-paid voluntary life insurance and supplemental benefits.
• Time Off: Competitive PTO, paid holidays, and a company-paid Christmas shutdown.
• Unique Perks:

• Raffles for concerts, sports, and entertainment tickets.
• Locally sourced prize raffles.
• Monthly happy hours to unwind and connect with the team.

Monoflo International Inc. stands as a prominent provider of innovative and eco-friendly business-to-business reusable packaging solutions. Since our inception in 1973, we've remained a family-owned and operated enterprise, steadily advancing as a premier manufacturer of plastic, reusable transport packaging solutions. While our product range is diverse, our core focus remains unwavering: harnessing cutting-edge technology to produce top-tier products that facilitate seamless product transportation for our clients. We empower our employees to steer their career trajectories, fostering an environment where dedication and excellence are duly recognized and rewarded with avenues for growth. While collaboration is central to our ethos, we emphasize individual accountability and ownership as fundamental drivers of success within our organization. If you're seeking an opportunity to seize control of your daily responsibilities and projects while thriving in an environment where colleagues share a deep pride in their work, seize the moment and apply today! Disclaimer: Monoflo International is an equal opportunity, drug-free employer.