IT Analyst – Support & Operations takes care of immediate technical troubleshooting and the maintenance of IT systems. In this role, you will hold operational ownership over the technical support pipeline, standardizing endpoint configurations, and optimizing the asset lifecycle to ensure maximum facility uptime.
Beyond day-to-day technical ticket resolution, you will handle operations such as tracking service desk metrics, maintaining digital asset platform, and providing execution support for campus network scaling and LAN/WLAN project deployments.

Key Responsibilities:
Technical Support & ITSM Data Analytics:

Act as the primary technical point of contact to analyze, categorize, and resolve incoming service desk incidents and requests via the central ITSM portal.
Evaluate support ticket trends to establish root-cause problem identification, helping minimize overall Mean Time to Repair (MTTR).
Provide hardware and software application support.
Analyze software and hardware issues while providing timely solutions to maintain system performance.

Asset Lifecycle Governance & Configuration:

Configure, and maintain deployment baselines for company laptops, desktops, and industrial mobile devices.
Manage software license deployment, ensuring all active machines adhere to local security compliance profiles.

Network Project Support & Site Operations:

Provide analytical and hands-on support for local network expansion projects, ensuring proper infrastructure mapping LAN switching layouts.




Monitor campus WLAN performance, helping ensure correct signal distribution and logical network segregation.
Assist in identifying and documenting physical site environmental risks that threaten operational continuity.

Day-to-Day Administration & Documentation:

Develop and document IT processes and procedures and create SOPs for the company.
Provide training and documentation to end users on new software and solutions.

Required Qualifications:

Education: Bachelor’s degree in Information Technology, Computer Science, Telematics, Network Systems, or a closely related discipline.
Experience: 2 to 3 years of hands-on experience in technical analysis, systems support, or service desk operations in an enterprise environment.
Network Foundations : Foundational understanding of TCP/IP, VPNs, firewalls, and client-side hardware/software troubleshooting.
ITIL Framework : Demonstrated familiarity with managing workloads inside a structured ticketing system with defined response targets and categorization logs.
Systems & Software : Strong command of multiple operating systems (Windows, Windows Server, Linux) and Office productivity suites.

Preferred Qualifications:

Familiarity with maintaining ITSM for device lifecycle and support.
Understanding of corporate workflow systems.
Experience with remote troubleshooting platforms and IT Service Management ticketing systems.
Relevant certifications like CCNA or CISSP.

📌 IT Analyst – Support and Operations (Villa de Reyes)
🏢 IMPRO AEROSPACE
📍 Villa de Reyes