IT Analyst I

JOB SUMMARY

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.

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ADDITIONAL INFO

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.

Supported Technologies:

• 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

JOB RESPONSIBILITIES

• 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

QUALIFICATIONS

Required Skills and Experience:

• 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.