IT Support Analyst (Edwards Vacuum)

Edwards Vacuum LLC; Buffalo (NY); On-site; USD 46,535 - 58,176; Full time

Benefits offered by this job

Annual variable compensation bonus

Medical insurance

Dental insurance

Vision insurance

401k with company match

Paid vacation

Paid sick time

Paid floating holidays

Tuition reimbursement

Training and development

Parental leave

Disability benefits

Life and AD&D insurance

Job summary

Edwards Vacuum LLC is seeking an experienced IT professional to ensure the availability and delivery of VT BA IT systems at the Genesee Site in Buffalo, NY. The role focuses on second-line support, incident handling, and end-user service delivery across NASA locations.

You will manage device lifecycles, coordinate local infrastructure tasks, and maintain asset inventories while upholding ITIL processes. Travel to NASA sites and occasional after-hours work are required.

Qualifications

• Experience in a second-line IT support or desktop support role within a multi-site or regional organisation.
• Proven experience supporting Microsoft Windows, Office 365, printers, mobile devices, client imaging, and hardware troubleshooting.
• Proficiency using ITSM platforms to manage incidents, requests, and assets.
• Experience with device management tools (Intune, SCCM, Autopilot).
• Strong ITIL-based practices including incident management, service requests, knowledge creation, and change management.
• Basic networking understanding (TCP/IP, DHCP, OSI), Wi‑Fi, and cabling.
• Familiarity with Active Directory/Azure AD concepts.
• Clear communicator with ability to create documentation and service descriptions.

Responsibilities

• Deliver second-line IT support to end users across NASA locations, covering hardware, software, printers, scanners, mobile devices, kiosks, and desktop apps.
• Respond to incidents and requests escalated from the global Service Desk with timely resolution and proper documentation.
• Manage device lifecycle including procurement, imaging, deployment, patching, and decommissioning using Intune, SCCM, Autopilot.
• Coordinate local backup tape handling, storage, and shipping per disaster recovery procedures.
• Collaborate with network/server teams for site-level tasks (Share permissions, LAN patching, Wi‑Fi, firewall requests).
• Maintain hardware/software asset inventory and CMDB records using ServiceNow and Power BI.
• Support VIP users with urgency and professionalism.
• Participate in IT projects like site upgrades, system rollouts, acquisitions, and changes affecting end users.
• Create and maintain IT documentation and installation guides.
• Enforce IT policies including information security and endpoint protection.
• Provide onsite support and potential travel to NASA locations and after-hours work.

Skills

Second-line IT support

Windows & Office 365

ITSM (ServiceNow)

Intune/SCCM/Autopilot

ITIL processes

Networking basics

AD/Azure AD concepts

Documentation & reporting

Education

2+ years in IT support

Tools

ServiceNow

Intune

SCCM

Autopilot

Job description

Location and Compensation

Buffalo, NY – Be part of an exciting journey as we prepare for production at our new facility in the Western New York Science & Technology Advanced Manufacturing Park (STAMP).
Edwards Genesee location address: 6685 Crosby Rd Basom, NY 14013.

Salary Range: $33.78 - $42.23. Compensation may vary outside of this range depending on several factors, including a candidate's qualifications, skills, competencies, experience, and location.

Your role

Responsible for the availability and operational delivery of Vacuum Technology Business Area (VT BA) IT systems and services at VT BA site facilities NASA primarily to New Genesee Site to the agreed levels of service (SLA), taking account of the changing or variable, demands of the business and seeking continuously and proactively to improve services in the most cost-effective and timely manner.

Effective and efficient management of the forwarded Incidents and self-service request. Implementation and support of IT Infrastructure, printers, conference and telecommunications equipment in the Genesee Site.

The position requires the ownership and responsibility for the ongoing local support and maintenance of existing cross platform applications and systems within the responsibility of the global VTBA IT Department. In detail this means effective and efficient local operation/coordination of the NASA infrastructure including servers, server applications, client infrastructure, implementation and support of IT LAN/WAN, telephony and telecommunications equipment.

Responsibilities

• Deliver second-line IT support to end users across NASA Locations, covering hardware, software, printers, scanners, mobile devices, kiosk environments, and desktop applications.
• Respond to incidents and service requests escalated from the global Service Desk ensuring timely resolution and accurate documentation in line with ITIL processes.
• Carry out device lifecycle management including procurement, imaging, deployment, patching, and decommissioning using tools such as Intune, SCCM, and Autopilot.
• Coordinate local backup tape handling, storage, and shipping in compliance with disaster recovery and business continuity procedures.
• Liaise with network and server teams for site-level infrastructure tasks including Share permissions, break/fix, LAN patching, Wi-Fi access, firewall requests, and user connectivity and other needed requests.
• Maintain an accurate hardware/software asset inventory and CMDB records, using ServiceNow and Power BI reporting for compliance, hygiene, and audit tracking.
• Support VIP users by ensuring high-priority requests are resolved with urgency and professionalism.
• Participate in IT projects including site upgrades, system rollouts, acquisitions, and changes affecting the end-user environment.
• Create and maintain IT documentation, including procedures, service descriptions, knowledge base articles, standards, and installation guides.
• Enforce and promote adherence to IT policies, including information security, acceptable use, and endpoint protection practices.
• Provide onsite support as required, which may involve travel to other NASA locations and occasional out-of-hours work.

Qualifications

Essential

• 2+ years' experience in a second-line IT support or desktop support role within a multi-site or regional organisation.
• Proven experience supporting Microsoft Windows, Office 365, printers, mobile devices, client imaging, and hardware troubleshooting.
• Proficiency in using ITSM platforms (preferably ServiceNow) to manage incidents, requests, and assets.
• Experience with Microsoft Intune, SCCM, and Autopilot for managing and deploying devices.
• Strong understanding of ITIL-based practices including incident management, service requests, knowledge creation, and change management.
• Basic understanding of networking principles (TCP/IP, DHCP, OSI model), Wi-Fi access, and cabling standards.
• Familiarity with Active Directory and Azure AD concepts.
• Clear and effective communicator, both written and verbal, with experience in creating documentation and service descriptions.

Desirable

• CompTIA A+ or equivalent certification.
• ITIL Foundation (v4) certification or equivalent practical knowledge.
• Exposure to tools such as Infoblox, Nexthink, and Power BI for monitoring and reporting.
• Experience with VIP support, scanner gun troubleshooting, and kiosk environments.
• Knowledge of US data protection standards, cyber security awareness, and audit requirements.

Authorized Work Requirement

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Physical Demands

This role is generally sedentary, involving primarily desk-based tasks in a controlled indoor environment.
Sitting/Stationary Positioning: Remains in a seated position continually or almost continually (about 60% of the time).
Hand and Finger Use/Dexterity: Uses hands to handle, control, or feel objects, tools, or controls occasionally to moderately, with repetitive motions continually for about 33% of workers.
Moving Objects: Occasionally moves objects weighing up to 20 pounds across the office, such as files or equipment.
Standing/Walking: Occasionally traverses short distances or remains in an upright stationary position for brief periods.
Bending/Twisting/Reaching: Minimal; positions self to access low or high areas infrequently.
Other Environmental Factors: Works in moderate noise levels with constant contact with others; no significant exposure to hazards.

Benefits Summary

• Annual Variable Compensation Bonus
• Medical
• Dental
• Vision
• 401k with Company Match
• Paid Vacation
• Paid Sick Time
• Paid Floating Holidays
• Tuition Reimbursement
• Training and Development
• Parental Leave
• Disability Benefits
• Life and AD&D Insurance

What you can expect from us

• Excellent working conditions and benefits.
• Part of the Atlas Copco Group with a wide-reaching internal job market.
• Work in a global, diverse and dynamic environment.
• Opportunity to grow with internal training and development programs.
• Friendly, family-like atmosphere.
• Creative promotion of ideas.
• Daily new challenges and learning opportunities.

Equal Opportunity Employer

Edwards Company considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws.

No person shall be denied the equal protection of the laws of this state or any subdivision thereof. No person shall, because of race, color, ethnicity, national origin, age, disability, creed, religion, or sex, including sexual orientation, gender identity, gender expression, pregnancy, pregnancy outcomes, and reproductive healthcare and autonomy, be subjected to any discrimination in civil rights by any firm, corporation, or institution, or by the state or any agency or subdivision of the state, pursuant to law.