IT Service Desk Analyst

Hollingsworth & Vose; East Walpole (MA); On-site; USD 50,000 - 80,000; Full time

Job summary

Hollingsworth & Vose in Massachusetts is seeking an IT Support Analyst to be the first point of contact for employees, delivering Level 1 support across identity and access management, endpoint hardware, Microsoft 365, networking, and shop-floor systems.

This role blends customer service with technical troubleshooting, requiring clear communication, methodical problem solving, and reliable follow-through in a follow-the-sun team model.

Qualifications

• 1–3 years of IT support or a customer-facing technical role.
• Foundational knowledge of Windows client OS, Microsoft 365, MDM, AD basics, MFA, endpoint security, and basic networking.
• Strong customer service orientation with patience and clear communication.

Responsibilities

• Serve as the first point of contact for IT requests via service management tools, email, and phone.
• Understand customer issues and maintain communication until resolution.
• Escalate or hand off issues cleanly with clear expectations.
• Log tickets with documentation for teammates.
• Provide L1 support for identity and access management: password resets, MFA setup, and onboarding/offboarding tasks.
• Provide L1 support for endpoint hardware: laptops, desktops, peripherals, and mobile devices.
• Provide L1 support for Microsoft 365 and collaboration tools: Outlook, Teams, OneDrive, SharePoint.
• Troubleshoot VPN, wireless, and wired network connectivity; verify endpoint security status.
• Maintain IT asset inventory and lifecycle records; onsite shop-floor support as needed.
• Collaborate across shifts in follow-the-sun model; contribute to knowledge base.

Skills

IT support

Customer service

Windows

Microsoft 365

Active Directory basics

MFA

Endpoint security

Networking basics

On-site support

Education

Associate's degree in IT or equivalent experience

ITIL Foundation

CompTIA A+

Job description

H&V is a global leader in filtration and energy storage solutions. H&V serves the world from 13 strategically located facilities. Our footprint in the Americas, Europe and Asia lets us meet the unique requirements of global and regional customers efficiently, accurately and cost effectively, while capturing supply chain efficiencies. These advantages help make H&V a valuable partner and a true worldwide leader. Our success comes from our ability to adapt, our values and the people of H&V. We act with integrity, and we treat customers, partners and each other with dignity and respect. We live these values every day and could not have prospered for more than 200 years without them.

POSITION SUMMARY:

The IT Support Analyst serves as the first point of contact for employees experiencing technical issues, providing Level 1 (L1) support across identity and access management, endpoint hardware, Microsoft 365, networking, and manufacturing site systems. This role is as much about customer experience as it is technical troubleshooting — for many employees, this Analyst is their only direct interaction with IT, shaping how the organization perceives and trusts the IT function. The Analyst triages and resolves incidents and requests via the service management platform, Teams, email, walk‑ups, and phone, working within a follow‑the‑sun team model. Success in this role requires patience, clear communication, methodical troubleshooting, and consistent follow‑through until issues are fully resolved.

Essential Functions & Responsibilities

• Serve as the first point of contact for IT requests submitted via the service management platform, Teams, email, walk-ups, or phone.
• Listen to understand the customer's actual problem and its impact before proposing solutions; keep customers informed throughout the resolution process and follow up to confirm the fix worked.
• Escalate or hand off issues cleanly, ensuring customers know what to expect and nothing is dropped.
• Log tickets accurately with documentation sufficient for the next IT service member to understand the issue; balance speed with thoroughness and meet team service levels.
• Provide L1 support for identity and access management: password resets, account unlocks, MFA/Authenticator setup and recovery, basic Active Directory tasks (account verification, group membership checks, provisioning per documented procedures), and new hire onboarding/offboarding (laptop setup, account creation/deactivation, equipment collection).
• Provide L1 support for endpoint and hardware issues: Windows login failures, slow performance, application crashes; laptops, desktops, docking stations, monitors, printers, scanners, and peripherals; mobile device (iOS/Android) setup and troubleshooting; deployment of approved applications and licenses.
• Provide L1 support for Microsoft 365 and collaboration tools: Outlook, Teams, OneDrive, SharePoint access/sync/permissions issues, and conference room A/V systems.
• Troubleshoot VPN, wireless, and wired network connectivity; verify endpoint security status (BitLocker, antivirus) and elevate potential security issues.
• Maintain accurate IT asset inventory records and follow procedures for equipment lifecycle management and decommissioning.
• Provide onsite support for shop floor environments (PCs, terminals, barcode scanners, label printers) and triage manufacturing application issues (ERP, MES), routing them to the applications team with clear documentation.
• Collaborate across shifts in a follow‑the‑sun model, communicate handoffs clearly, and contribute solutions to the team Knowledge Base.
• Serve as eyes and ears for network, security, and infrastructure teams by flagging issues and gathering information to speed resolution.

Required Education & Experience

• 1–3 years of experience in IT support or a customer-facing technical role.
• Foundational knowledge of Windows client operating systems, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), mobile device management (iOS/Android), Active Directory basics, multi-factor authentication, endpoint security fundamentals (antivirus, encryption), and basic networking (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Strong customer service orientation with the patience and communication skills to work effectively with frustrated or non‑technical users.
• Ability to troubleshoot methodically, document work clearly, and know when to elevate or ask for help.
• Ability to work onsite during business hours, with on‑call availability for emergencies.

Preferred Qualifications

• Associate's degree in IT or equivalent experience.
• ITIL Foundation or CompTIA A+ certification.
• Familiarity with manufacturing or industrial environments.

PHYSICAL REQUIREMENTS & ENVIRONMENT:

Physical Demands: The employee must be able to sit or stand for extended periods while working at a computer or service desk. The employee is regularly required to crouch, kneel, bend, or reach under desks and into tight spaces to connect, disconnect, or troubleshoot cables, docking stations, and hardware. The employee must be able to lift and/or move equipment weighing up to 25–35 lbs (laptops, monitors, docking stations, printers) and occasionally push or maneuver carts of equipment. Close and distance vision is required to read screens, diagnose hardware issues, and read labels/serial numbers on equipment. Manual dexterity is required for keyboard use, cable management, and hardware assembly/disassembly.

Work Environment: This role operates in a combination of standard office environments and manufacturing/shop floor settings. Onsite work in manufacturing areas may expose the employee to moderate noise levels, moving machinery, and industrial equipment; appropriate PPE (e.g., safety glasses, hearing protection) may be required in designated areas. The employee may be required to travel between buildings or sites, including outdoor walking in varying weather conditions. On‑call availability for after‑hours emergencies may occasionally require responding outside standard business hours.

Pay Transparency:

$50,000 - 80,000 USD Annually

Hollingsworth & Vose is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.