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IT Operations Analyst



IT Operations Analyst

  • 492664
  • Palmyra, New York, United States
  • Longview, Texas, United States
  • Garlock
  • Information Technology
  • Full-Time/Regular

Provides technical support and management of the end users including on-site and remote support for all laptops, desktops, printers, and other computing devices. Is the escalation point for complex problems requiring expert technical knowledge and understanding of business requirements.  This role may contribute to the direction, selection of products and services, planning, and implementation of technology for the end user environment. Assist Infrastructure team where applicable with a variety of technologies. Strong customer service skills, willingness to learn and grow, and a sense of urgency and accountability are all requirements for this role. 

Main Tasks / Responsibilities: 

  • Provides all levels of technical support required as well as expert level as the point of escalation for IT Operations & Global Service Desk team members. 
  • Assists in prioritizing work activities across the team to achieve service levels requirements. 
  • Creates, maintains, and documents processes and procedures following standards and policies, including configuration and change management. 
  • Ensures utilization of the service management tools for logging, managing, and resolving incidents and requests.  
  • Provide users one-on-one technology training. 
  • Assist with technical documentation and contribute to the creation / publishing of Knowledge Base articles used by all levels of support. 
  • Troubleshooting, maintaining, and upgrading IT infrastructure including PC products, servers, network, WiFi, and other hardware/software 
  • Complete new PC implementations and relocations. 
  • Must be physically able to safely lift and move full-tower PCs, desktop printers, and LCD monitors. 

Communication & Teamwork: 

  • Work across global teams to create common processes and procedures, which contribute to continuous improvement on the service delivery levels for all IT support. 
  • Maintains a best-in-class customer-service focus and attitude at all times, and holds others accountable for the same. 
  • Final point of contact for all escalated resolutions. 
  • Ability to prioritize activities and collaborate with other teams to deliver the best solution to the end users; is able to influence without authority. 
  • Excellent problem solving/analytical skills and proven ability to form effective, customer-oriented business partnerships. 
  • Excellent communication and interpersonal skills, and ability to work effectively with all organizational levels within a culturally diverse environment.  

Other Requirements: 

  • Required to work an after-hours rotation as needed to meet project deadlines, system maintenance, work assignments, repairs or to address emergencies. 
  • Including “after-hours,” nights, weekends, and holidays.
  • Experience in a manufacturing environment preferred. 

Required Qualifications: 

  • Associates Degree in Computer Science or related discipline or IT Technical training plus certifications.
  • Minimum of 5 years’ experience in a hands-on technical role. 
  • Expert / industry-leading experience, knowledge, and troubleshooting skills in the following technical areas: 
    • Administering enterprise environments with Windows 10 and O365 Environment 
    • SCCM, RDP, SharePoint, Solidworks, VPN and remote environments. 
    • TCP/IP, DNS, WINS, DHCP, LAN, wireless, AD, Cisco Hosted Telecom – Kurmi,  Jira, Confluence, ServiceNow, AWS Cloud, VMWare, Dell, TEAMS, & Video Conferencing

Preferred Qualifications:

  • Bachelor’s degree in Computer Science
  • Certifications are a big plus, A+, Net+, MCSA/MCSE, MCTS, Security+, CCENT/CCNA/CCNP. 
  • Excellent written and verbal communication, interpersonal, and leadership skills; ability to work effectively with all organizational levels within a culturally diverse environment. 


Garlock is a subsidiary of EnPro, a leading industrial technology company using material science to push boundaries in semiconductor, life sciences, and other technology-enabled sectors. We are a leader in sealing technologies, advanced surface technologies, and highly engineered materials. Our products and services are sold into more than 40 distinct end-markets that touch our lives every day – from food and pharmaceutical facilities to semiconductor clean rooms, from agricultural robots that help grow your food to last-mile technologies that deliver it to your doorstep, from commercial aviation to space exploration, and much more in between. Our commitment to innovation, quality, and value has propelled our brands to wide recognition and leading positions in their markets.

EnPro is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.



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GLOBAL PERFORMANCE: Nearly half of annual sales are generated in markets outside the U.S.

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