IT Support Analyst (Edwards Vacuum)

Atlas Copco Airpower N.V.; Buffalo (NY); On-site; USD 46,838 - 57,859; Full time

Benefits offered by this job

Annual Variable Bonus

Medical Insurance

Dental Insurance

Vision Insurance

401k with Company Match

Paid Vacation

Paid Sick Time

Floating Holidays

Tuition Reimbursement

Training and Development

Parental Leave

Disability Benefits

Life and AD&D Insurance

Job summary

Atlas Copco Airpower N.V. seeks an IT professional to ensure availability and delivery of Vacuum Technology IT systems at the Genesee Site, providing second-line support for hardware, software, printers, and mobile devices.

You will manage incidents per ITIL, assist with device lifecycle (Intune, SCCM, Autopilot), and coordinate with network teams. You will support VIP users, document procedures, and contribute to site IT projects, while maintaining inventories and CMDB records with ServiceNow

Qualifications

• 2+ years of experience in a second-line IT support or desktop support role within a multi-site or regional organisation.
• Proficiency with Microsoft Windows, Office 365, printers, mobile devices, client imaging, and hardware troubleshooting.
• Experience with ITSM platforms (preferably ServiceNow) to manage incidents, requests, and assets.

Responsibilities

• Ensure availability and delivery of VT BA IT systems and services at site facilities to SLA levels.
• Manage incidents and service requests escalated from the Service Desk.
• Install and support IT infrastructure, printers, conference and telecom equipment at Genesee Site.
• Maintain local support for cross-platform applications, including NASA infrastructure, servers, LAN/WAN, and telephony.
• Provide second-line IT support for hardware, software, printers, scanners, and mobile devices.
• Respond to incidents with timely resolution and accurate documentation per ITIL processes.
• Oversee device lifecycle management using Intune, SCCM, and Autopilot.
• Coordinate local backup tape handling in line with DR/BC plans.
• Collaborate with network/server teams on site-level tasks (LAN, Wi-Fi, firewall, connectivity).
• Maintain hardware/software inventories and CMDB using ServiceNow and Power BI.
• Support VIP users with urgent issue resolution.
• Participate in IT projects affecting end-user environments.
• Create and maintain IT procedures, service descriptions, and knowledge base articles.
• Enforce IT security policies and endpoint protection practices.
• Provide onsite support and occasional travel to NASA locations.

Skills

Windows

Office 365

ITIL practices

Intune

SCCM

Autopilot

ServiceNow

Power BI

VIP support

Active Directory

Azure AD

Networking basics

Nexthink

Infoblox

Education

CompTIA A+

ITIL Foundation (v4)

Tools

ServiceNow

Intune

SCCM

Autopilot

Power BI

Infoblox

Nexthink

Job description

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, primarily at the New Genesee Site, to agreed levels of service (SLA), considering changing business demands and continuously seeking cost-effective and timely service improvements.
• Effective and efficient management of forwarded incidents and self-service requests.
• Implementation and support of IT infrastructure, printers, conference and telecommunications equipment at the Genesee Site.
• Own and maintain ongoing local support for existing cross-platform applications and systems within the VT BA IT Department, including NASA infrastructure, servers, client infrastructure, LAN/WAN, telephony, and telecommunications equipment.
• 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 Intune, SCCM, and Autopilot.
• Coordinate local backup tape handling, storage, and shipping in compliance with disaster recovery and business continuity procedures.
• Collaborate with network and server teams on site-level tasks including Share permissions, break/fix, LAN patching, Wi-Fi access, firewall requests, and user connectivity.
• Maintain an accurate hardware/software asset inventory and CMDB records, using ServiceNow and Power BI 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.

To succeed, you will need

• 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 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 with experience in creating documentation and service descriptions.
• 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.

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; near vision required for close-range details.
• Moving Objects: Occasionally moves objects weighing up to 20 pounds across the office.
• Standing/Walking: Occasionally traverses short distances or remains in an upright stationary position for brief periods.
• Bending/Twisting/Reaching: Minimal; infrequently accesses low or high areas.
• 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. You can grow with us: we always look for internal candidates before checking the market and have training and development programs. We have a friendly, family-like atmosphere – and that is not just a claim on the wall, it’s a true fact. You can be creative and promote your own ideas. Every day brings new challenges and new things to learn.

We\'re an Equal Opportunity Employer

Edwards Company considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and affirms equal employment opportunity and affirmative action in accordance with applicable laws.

Edwards is a global leader of vacuum and abatement systems. Atlas Copco Group is the partner of choice for tens of thousands of customers worldwide. Our description is concise to reflect the role.