IT Service Desk Analyst L2

Hypertec Group; Plainfield (IN); On-site; USD 65,000 - 90,000; Full time

Job summary

Hypertec is seeking an IT Service Desk Analyst L2 to join our IT Service Desk team in Plainfield, Indiana. You will serve as the primary on-site IT resource for the Indianapolis manufacturing facility, providing advanced technical support to onsite, satellite, and remote U.S.

employees. You will act as a senior escalation point for complex hardware, software, endpoint, identity, business application, printer, network, and infrastructure issues, and will troubleshoot and resolve problems, perform

Qualifications

• Bachelor's degree or diploma in Information Technology or related field preferred; equivalent experience considered.
• 5+ years of enterprise IT support, service desk, or infrastructure roles.
• Strong experience troubleshooting hardware, software, endpoint, network, and infrastructure issues.
• Proficient with Microsoft technologies: AD, Group Policy, M365, Intune, SCCM imaging, Remote Desktop, virtualization.

Responsibilities

• Serve as the primary on-site IT resource for the facility and support onsite, satellite, and remote U.S. employees.
• Act as senior escalation point for complex hardware, software, endpoint, identity, and network issues.
• Troubleshoot, resolve issues, perform root cause analysis, and prevent recurring incidents.
• Install, configure, deploy, and support desktops, laptops, mobile devices, printers, scanners, and business apps.
• Manage provisioning, imaging, inventory, onboarding/offboarding, and asset lifecycle for US equipment.

Skills

IT support

Escalation

Active Directory

Microsoft 365

Troubleshooting

Education

Bachelor's degree in IT/CS or related

Tools

SAP Business One

Produmex

Remote Desktop

Jira

Confluence

Job description

Ready to take the next step in your career?

Join a global company shaping the future with technology that drives lasting impact.

Hypertec is seeking an IT Service Desk Analyst L2 to join our IT Service Desk team in Plainfield, Indiana. If you are motivated, collaborative, and aligned with our values, we would love to hear from you.

We believe that how we work is just as important as what we build. Our values reflect the mindset we bring to everything we do:

• Trust
• Customer Focus

What You'll Be Contributing:

IT Support & Service Delivery

Serve as the primary on-site IT resource for our Indianapolis manufacturing facility, providing advanced technical support to onsite, satellite, and remote U.S. employees.

Act as a senior escalation point for complex hardware, software, endpoint, identity, business application, printer, network, and infrastructure issues.

Troubleshoot and resolve technical issues, perform root cause analysis, and identify opportunities to prevent recurring incidents.

Install, configure, deploy, and support desktops, laptops, mobile devices, peripherals, printers, barcode scanners, and business applications.

Manage U.S. hardware provisioning, imaging, inventory, asset tracking, onboarding/offboarding, equipment recovery, and lifecycle activities.

Support warehouse and manufacturing technologies, including enterprise and thermal label printers, handheld scanners, SAP Business One, Produmex, Remote Desktop, and related operational systems.

Coordinate technical escalations and initiatives with Infrastructure, Network, Security, and Application teams to ensure effective and timely resolution.

Maintain technical documentation, procedures, runbooks, and knowledge base articles, and contribute to continuous improvements in IT service delivery.

Review recurring incidents and service trends to recommend improvements to operational efficiency and the end-user experience.

Provide technical guidance and knowledge sharing to Service Desk team members.

Infrastructure & Technical Operations

Support and maintain PowerShell scripts and automation used for endpoint management, software deployment, and systems administration.

Assist with server hardware installation, upgrades, relocation, maintenance, server room organization, and equipment lifecycle activities.

Troubleshoot network connectivity issues and support cabling, network documentation, and infrastructure changes in collaboration with Network Engineering.

Support local IT security and physical security initiatives, compliance activities, and audit requirements in accordance with corporate standards.

What Sets You Apart:

Bachelor's degree or diploma in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent education and relevant experience will be considered.

5+ years of experience in enterprise IT support, Service Desk, systems administration, infrastructure support, or a related technical role.

Strong experience troubleshooting complex hardware, software, endpoint, identity, network, and infrastructure issues, including root cause analysis and long-term resolution.

Hands-on experience with Microsoft technologies, including Active Directory, Group Policy, Microsoft 365, Exchange Online, Entra ID, Intune, SCCM/PXE imaging, Remote Desktop/RemoteApp, and virtualization technologies.

Experience with endpoint deployment and management, OS imaging, software deployment, configuration management, IT asset management, and hardware lifecycle processes.

Working knowledge of TCP/IP, DNS, DHCP, VPN, wireless networking, and basic network infrastructure.

Experience supporting enterprise applications and platforms such as SAP Business One, Produmex, Microsoft Dynamics CRM, Jira, Confluence, or similar technologies.

Experience supporting technology in a warehouse, manufacturing, fulfillment, or logistics environment, including printers, barcode scanners, handheld devices, and related operational technology.

Knowledge of endpoint security, access controls, data privacy, and IT security practices within regulated environments.

Ability to mentor technical team members, share knowledge, and communicate effectively with both technical and non-technical stakeholders.

Strong documentation skills, including ticket management, technical procedures, SOPs, and knowledge base content.

Ability to lift, install, configure, and relocate computer equipment, servers, peripherals, and networking hardware weighing up to 50 pounds, with or without reasonable accommodation.

Immerse Yourself in the Hypertec Journey:

About Hypertec

Founded in 1984, Hypertec empowers innovators to push boundaries and lead their industries through transformative technology.

Through our five divisions - High Performance Compute & AI, Data Center Construction, Health, Custom Manufacturing, and Solutions Partner—we help clients turn complex challenges into opportunities for sustainable growth. Trusted by leaders in AI, financial services, media & entertainment, healthcare, and the public sector, we serve clients in over 80 countries.

Recognized globally for innovation and sustainability, including our revolutionary immersion-born servers, we continue to deliver technology that makes a lasting difference.

Hypertec is an equal opportunity employer.

Hypertec evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, disability status or any other legally protected characteristic.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.