Position Summary

Enpro is seeking an IT Operations Analyst to provide reliable, secure, and customer-focused technology support for assigned sites, users, systems, and services. This role supports day-to-day IT operations across endpoints, Microsoft 365, identity and access, collaboration tools, networks, printers, shop-floor technologies, conferencing, and other site information/operation (IT/OT) technology needs. The IT Operations Analyst is expected to be technically curious, service-oriented, accountable, and comfortable working in a manufacturing environment where responsiveness, follow-through, documentation, and business continuity matter while adhering to corporate safety standards. The role partners closely with IT Operations leadership, infrastructure, cybersecurity, enterprise applications, vendors, and business stakeholders to resolve issues, support projects, maintain standards, and improve the end-user experience.

Role Distinction

• This is a hands-on individual contributor role focused on execution, support, troubleshooting, documentation, and site technology ownership.
• The role may act as an escalation point for users or junior resources, but it does not own formal people leadership, staffing decisions, or executive stakeholder relationships.
• The Analyst contributes to operational improvement and project execution while escalating broader service, staffing, or business-impact issues through the IT Operations Supervisor, Team Leader, or Manager.

Key Responsibilities

• Take ownership of personal and professional development by expanding technical knowledge, staying current with IT/OT trends, and applying new skills to improve support and security outcomes.
• Provide timely on-site and remote technical support for laptops, desktops, mobile devices, printers, conference rooms, Operational Technology (OT), Microsoft 365, collaboration tools, business applications, and other end-user technologies.
• Troubleshoot, resolve, and document incidents and requests using Enpro service management tools, ensuring accurate ticket updates, clear communication, and strong follow-through.
• Support user onboarding, offboarding, device provisioning/deprovisioning, access requests, workstation moves, hardware refreshes, and technology relocations.
• Administer and support core IT/OT operations technologies, including Windows endpoints, Microsoft 365, Active Directory or Entra ID related support, VPN, remote support tools, endpoint management, file access, printing, and basic network connectivity.
• Support site infrastructure and manufacturing technology needs, including network closets, wireless connectivity, shop-floor devices, shared workstations, scanners, label printers, time clocks, conference rooms, and other business-critical systems.
• Assist with infrastructure, cybersecurity, vulnerability management, risk reduction, compliance gaps, endpoint management, networking, cloud, backup, and application initiatives as directed by IT leadership.
• Escalate complex incidents, recurring issues, security concerns, and business-impacting risks through the appropriate IT channels with clear facts and urgency.
• Create and maintain technical documentation, support procedures, asset records, configuration notes, and knowledge base articles that improve support consistency and self-service.
• Follow Enpro IT standards for change management, security, access control, asset management, documentation, and operational support.
• Participate in site IT/OT projects, technology upgrades, lifecycle replacements, operational readiness activities, risk mitigation/remediation and continuous improvement efforts.
• Provide one-on-one user guidance and practical technology training when needed to improve adoption and reduce repeat support issues.
• Participate in after-hours support, maintenance windows, on-call rotation, and emergency response as needed to support operational and business requirements.

Communication and Teamwork

• Communicate clearly with users, site leaders, IT peers, vendors, and business stakeholders, especially during service-impacting issues or escalations.
• Maintain a strong customer-service mindset while balancing urgency, business impact, security standards, and operational priorities.
• Collaborate across global IT teams to support common standards, repeatable processes, documentation quality, and continuous improvement.
• Demonstrate ownership by following issues through to resolution, closing the loop with users, and raising risks before they become larger problems.
• Contribute to a team culture of accountability, practical problem-solving, knowledge sharing, and professionalism.

Required Qualifications

• 3 to 5+ years of hands-on experience in IT operations, infrastructure support, desktop support, service desk escalation, or a related technical support role.
• Strong troubleshooting experience with Windows endpoints, Microsoft 365, Active Directory or Entra ID related support, endpoint management, VPN, remote support tools, printers, conferencing technologies, and common enterprise applications.
• Working knowledge of IT/OT, TCP/IP, DNS, DHCP, LAN, wireless networking, basic switching concepts, and network troubleshooting.
• Experience using IT service management tools such as ServiceNow, Jira Service Management, or similar platforms for incident, request, asset, and knowledge management.
• Ability to support both office and manufacturing environments, including production-adjacent systems and business-critical site technologies.
• Strong written and verbal communication skills with the ability to explain technical issues in clear, practical language.
• Ability to prioritize work, manage competing requests, and respond appropriately to urgent business needs.
• Ability to safely lift and move common IT equipment such as desktops, monitors, printers, peripherals, and related hardware.
• Ability and willingness to travel to other Enpro sites, as well as for training and professional development opportunities, as needed.
• Ability and willingness to work outside core business hours when required for projects, maintenance, incidents, repairs, or emergency response.

Preferred Qualifications

• Bachelor’s degree in computer science, information technology, or a related field, or equivalent technical experience.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, Azure, AWS, Cisco, ITIL, or other role-relevant certifications.
• Experience supporting manufacturing, industrial, regulated, audit-sensitive, or multi-site environments.
• Experience with endpoint management, PowerShell scripting, automation, Intune, SCCM or Microsoft Configuration Manager, virtualization platforms, cloud platforms, monitoring tools, and infrastructure modernization initiatives.
• Experience with Microsoft Teams, SharePoint, OneDrive, conferencing systems, mobile device support, and modern collaboration tools.
• Familiarity with cybersecurity controls, patching expectations, vulnerability remediation, backup practices, disaster recovery readiness, and change governance.
• Familiarity with frameworks such as CIS Controls, NIST, ITIL 4, Lean, Agile or similar standards supporting IT/OT and manufacturing environments
• Awareness of current and emerging cybersecurity risks and best practices.

Success Measures

• Timely, accurate, and well-communicated resolution of incidents and service requests.
• High-quality ticket documentation, knowledge articles, asset records, and support procedures.
• Consistent adherence to IT standards, security expectations, change management, and escalation processes.
• Improved user experience through strong follow-through, practical training, and reduced repeat issues.
• Reliable support for site operations, manufacturing technology needs, projects, and business-critical incidents.
• Positive partnership with IT Operations leadership, infrastructure, cybersecurity, enterprise applications, vendors, and business stakeholders.