IT SYSTEMS ANALYST

End User and Site Support:

Respond to end user requests via SRAM's Service Hub (Jira Service Management), resolving issues related to devices, applications, access, and performance, escalating appropriately and documenting resolution steps

Support onboarding, device provisioning, and lifecycle management for end user computing hardware across global sites

Act as a local or remote hands resource for site-level support needs at SRAM offices and manufacturing locations

Advise users on best practices and provide documentation to reduce repeat incidents

Systems Administration and Infrastructure:

Support administration of network, server, and cloud environments under the guidance of senior infrastructure staff

Assist with patch management, system upgrades, and application deployments, following SRAM's ITIL-aligned change management process

Contribute to monitoring and alerting workflows using SRAM's observability tooling (currently evaluating Datadog, Auvik, and SolarWinds)

Maintain and follow documented disaster recovery, backup, and security procedures

Automation and Process Improvement:

Contribute to Confluence-based IT documentation including runbooks, SOPs, and knowledge base articles

Participate in continuous improvement initiatives under the IT Ops platform model

Training and Enablement:

Conduct technical training sessions for end users on new and existing IT solutions, including M365, collaboration tools, and SRAM IT processes

Develop training materials and job aids in partnership with the broader IT Ops team

Required:

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience

1+ years of experience in an IT support or systems administration role

Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VLANs) and server administration (Windows Server, Active Directory/Entra ID)

Experience with or working knowledge of ITSM tools (Jira Service Management, ServiceNow, or similar)

Strong verbal and written communication skills, including the ability to document technical processes and explain them to non-technical users

Preferred:

Proficiency in scripting (PowerShell, Python, Bash, or similar) for task automation and systems management

Experience supporting users across multiple time zones or geographic regions

Exposure to cloud platforms, particularly AWS or Microsoft Azure

Familiarity with ITIL frameworks and IT service delivery best practices

Experience in a manufacturing, industrial, or OT-adjacent environment

Knowledge of endpoint management tools (Intune, JAMF, or similar)

What to Expect:

Work is closely guided by senior team members; you'll be building skills and scope over time. Projects are focused in complexity, giving you a strong foundation before taking on more. You'll interact with a global IT team and have visibility into enterprise infrastructure, cloud, OT environments, and a team actively improving how IT is delivered at scale.

Compensation and Benefits:

Benefits for this position include group health insurance plans covering medical, dental, vision, and ancillary options, as well as 401(k) match, life insurance, long-term disability, and paid time off. Salary range is $55,000 + up to 45% based on skills and experience level. This position is eligible for an annual corporate bonus based on company and individual performance.

This role is located in Chicago, IL. Non-local candidates will be expected to relocate.