IT Support Analyst (Edwards Vacuum)

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. 

•    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.

To succeed, you will need

The ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employees or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

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.

***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), such as when using computers or handling documents.
•    Hand and Finger Use/Dexterity: Uses hands to handle, control, or feel objects, tools, or controls occasionally to moderately (e.g., typing, filing), 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, such as files or equipment.
•    Standing/Walking: Occasionally traverses short distances or remains in an upright stationary position for brief periods (e.g., to interact with others or run errands).
•    Bending/Twisting/Reaching: Minimal; positions self to access low or high areas infrequently.
•    Other Environmental Factors: Works in moderate noise levels (e.g., office equipment) 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, 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 [or], religion, or sex, including sexual orientation, gender identity, gender expression, pregnancy, pregnancy outcomes, and reproductive healthcare and autonomy, be subjected to any discrimination in [his or her] their civil rights by any other person or by any firm, corporation, or institution, or by the state or any agency or subdivision of the state, pursuant to law.

Edwards is a global leader of vacuum and abatement systems. We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards. With over 150 years of rich heritage, Atlas Copco Group is the partner of choice for tens of thousands of customers in critical applications around the world. Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research. 

At Edwards, we believe there is always a better way. Our employees are full of ideas. When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done and bring their new ideas and perspective to enhance where we can go. At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline. We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe. Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer.   

For more information about Edwards visit our website: www.edwardsvacuum.com

A division of Atlas Copco