IT Analyst I

The global IT Field Services (ITFS) team is responsible for ensuring Neovia’s technical infrastructure is continuously available and reliable for the business across 100+ global facilities. Collaborates with end users, business and IT leadership to ensure proper system performance and availability. Diagnosing and general troubleshooting of end-user technology issues, escalating problems as required, are essential responsibilities.

This global team consisting of approximately 20 engineers is distributed in the Americas, UK/EAME and the Asia Pacific. As a Field Services team member, the selected candidate will have primary responsibility for the continuous support of the facilities in their geographic area: Based full-time on-site in Greenfield, IN, but also providing support to other facilities in the Indianapolis area, with occasional travel to other states where applicable., This global team consisting of approximately 20 engineers is distributed in the Americas, UK/EAME and the Asia Pacific. As a Field Services team member, the selected candidate will have primary responsibility for the continuous support of the facilities in their geographic area: Based full-time on-site in Greenfield, IN, but also providing support to other facilities in the Indianapolis area, with occasional travel to other states where applicable., * Ensure availability, reliability, and supportability of IT infrastructure across Neovia facilities.

• Provide hands-on 1st and 2nd line IT support locally and across the region as required.
• Manage and resolve incidents and service requests in line with the established Incident and Change Management processes.
• Troubleshoot and support wired and wireless LAN environments, including new installations and upgrades.
• Support and maintain site infrastructure technologies, including end-user devices, networking, printers, RF/warehouse systems, telephony, and local servers.
• Execute IMAC activities (installations, moves, adds, changes) and support technology refresh initiatives.
• Work closely with service delivery teams, suppliers, and site stakeholders on support and project delivery.
• Participate in major incident response, escalation management, and root cause prevention activities.
• Build strong relationships with local leadership, acting as a local IT liaison and feeding business requirements back to central IT.
• Perform regular preventative maintenance activities (hardware checks, firmware updates, cabling inspections, asset health checks) to reduce incidents and improve service reliability.
• Support asset lifecycle activities, including deployment, decommissioning, and disposal of IT equipment.
• Participate in the national on-call rota to provide out-of-hours support when required.
• Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 40 pounds

• Microsoft Windows 11
• Microsoft Office 365
• Microsoft SharePoint & OneDrive
• Microsoft Active Directory/GPO
• VOIP Handsets & Video Conferencing
• Azure Virtual Desktop
• Cisco and Unifi WAN/LAN/WLAN technologies
• Dell/Microsoft PC/Laptop endpoints and Thin Client (iGEL) hardware
• HP Laser Printers & Zebra Industrial Printers
• RF handheld scanning devices
• Apple IOS and Google Android, * Degree (BS/BA) in Information Systems or a related discipline, or equivalent practical experience.
• Minimum of 2 years’ hands-on experience supporting IT infrastructure in a field or site-based environment.
• Strong customer-facing and communication skills, both written and verbal.
• Proven ability to work independently, manage priorities, and operate effectively in a decentralised environment.
• Experience working with support queues within a Help Desk or ITSM tool. (Service Desk Plus experience preferred).
• Strong troubleshooting skills across end-user computing, including Windows 11 and Microsoft 365.
• Working knowledge of networking fundamentals, including switch and Wi-Fi installation and support.
• Experience supporting RF technologies (handheld barcode scanners / mobile computers).
• Strong analytical and fact-based problem-solving skills.

Desirable Skills

• Experience supporting large-scale or transformational IT initiatives.
• Exposure to Virtual Desktop and Thin Client technologies.
• Experience supporting unified communications and telephony solutions.
• Basic server support experience (e.g. hardware replacement, physical reboots).
• Experience working in a logistics or warehouse operational environment.

Additional Requirements

• Valid, clean driving licence and access to own vehicle for daily business use.
• Occasional domestic travel is required (typically up to 6- 10 trips per year)
• Core working hours are 8:00am-4:00pm, with flexibility required to support out-of-hours changes, installations, or on-call rotation.
• Fluent English language skills.