Senior Information Technology Analyst
AVL Manufacturing USA, Charlotte, NC, United States
Founded in 1998, AVL has grown into a North American leader in turnkey engineering, manufacturing, and assembly solutions and we have just opened a new manufacturing facility in Charlotte, NC. For over 25 years, we've combined in-house mechanical, structural, and electrical engineering with custom acoustical design and airflow analysis to deliver fully integrated power‑generation and energy‑storage systems. At AVL, our team is the foundation of our success. Comprised of dedicated engineers, skilled fabricators, and experienced project managers, we bring a collaborative, hands‑on approach to every project. From initial design to final assembly, we are committed to meticulous craftsmanship and continuous improvement to ensure our customers receive reliable, high‑performance products they can trust. Our mantra of "We are one team" is lived by every employee, every day.
About the Role
The IT Systems Analyst plays a critical role in the delivery and maintenance of reliable, secure, and efficient IT services across the organization. This position serves as both level 1 and 2 support for local and regional offices, and a key escalation point for general Level 1 support when interfacing with regional employees - providing Level 2 technical assistance for a wide range of issues related to hardware, software, networking, and user support. The Systems Analyst is responsible for ensuring that technical incidents and requests are resolved promptly and effectively to minimize downtime and maintain business continuity. In addition to end‑user support, the IT Systems Analyst is actively involved in the basic administration and maintenance of the organization's regional IT infrastructure. This includes hands‑on support for computer systems, mobile devices, peripherals, and network components, including Wi‑Fi troubleshooting and performance optimization. The analyst also plays a supporting role in IT projects such as system upgrades, device rollouts, and infrastructure improvements.
Responsibilities
Provide technical assistance and support for regional employees via incoming tickets, calls, walk‑ups and emails.
Provide new or replacement technology equipment (laptops, desktops, mobile devices, etc) to regional employees.
Manage regional systems infrastructure and assist network and cybersecurity teams in managing systems and processes for regional employees.
Manage tickets and populate ticketing system.
Qualifications
Diploma or Bachelor’s degree in Information Technology, Computer Science, a related field or relevant combination of experience and IT related certifications.
Minimum 2–4+ years of experience in a technical support or IT analyst role.
Required Skills
Demonstrated experience providing Level 2 IT support and resolving escalated issues.
Hands‑on experience in system deployments, imaging, and end‑user onboarding.
Experience supporting multi‑site or distributed office environments is preferred.
Exposure to IT ticketing systems, asset management platforms and infrastructure monitoring tools.
Strong troubleshooting and analytical skills across hardware, software, and network issues.
Excellent interpersonal and communication skills for working with end‑users and technical teams.
Ability to prioritize and manage multiple support tickets and technical tasks.
Sound judgment and decision‑making skills when escalating or resolving complex issues.
Proficiency in documenting technical procedures and system changes.
Working knowledge of Windows operating system and Microsoft 365 platform.
Understanding of mobile device platforms (iOS, Android) and MDM solutions.
Knowledge of basic networking principles (TCP/IP, DNS, DHCP, Wi‑Fi troubleshooting).
Familiarity with Active Directory, Group Policy, and Office 365 administration.
Basic understanding of IT infrastructure (servers, switches, routers, firewalls).
Aware of IT security best practices and user access controls.
Strong organizational and time management abilities.
Ability to work independently and collaboratively across different office locations.
Valid driver's license and willingness to travel as needed within a 2-hour radius.
Equal Opportunity Statement
We are an Equal Opportunity Employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All employment is decided based on qualifications, merit, and business needs.
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About the Role
The IT Systems Analyst plays a critical role in the delivery and maintenance of reliable, secure, and efficient IT services across the organization. This position serves as both level 1 and 2 support for local and regional offices, and a key escalation point for general Level 1 support when interfacing with regional employees - providing Level 2 technical assistance for a wide range of issues related to hardware, software, networking, and user support. The Systems Analyst is responsible for ensuring that technical incidents and requests are resolved promptly and effectively to minimize downtime and maintain business continuity. In addition to end‑user support, the IT Systems Analyst is actively involved in the basic administration and maintenance of the organization's regional IT infrastructure. This includes hands‑on support for computer systems, mobile devices, peripherals, and network components, including Wi‑Fi troubleshooting and performance optimization. The analyst also plays a supporting role in IT projects such as system upgrades, device rollouts, and infrastructure improvements.
Responsibilities
Provide technical assistance and support for regional employees via incoming tickets, calls, walk‑ups and emails.
Provide new or replacement technology equipment (laptops, desktops, mobile devices, etc) to regional employees.
Manage regional systems infrastructure and assist network and cybersecurity teams in managing systems and processes for regional employees.
Manage tickets and populate ticketing system.
Qualifications
Diploma or Bachelor’s degree in Information Technology, Computer Science, a related field or relevant combination of experience and IT related certifications.
Minimum 2–4+ years of experience in a technical support or IT analyst role.
Required Skills
Demonstrated experience providing Level 2 IT support and resolving escalated issues.
Hands‑on experience in system deployments, imaging, and end‑user onboarding.
Experience supporting multi‑site or distributed office environments is preferred.
Exposure to IT ticketing systems, asset management platforms and infrastructure monitoring tools.
Strong troubleshooting and analytical skills across hardware, software, and network issues.
Excellent interpersonal and communication skills for working with end‑users and technical teams.
Ability to prioritize and manage multiple support tickets and technical tasks.
Sound judgment and decision‑making skills when escalating or resolving complex issues.
Proficiency in documenting technical procedures and system changes.
Working knowledge of Windows operating system and Microsoft 365 platform.
Understanding of mobile device platforms (iOS, Android) and MDM solutions.
Knowledge of basic networking principles (TCP/IP, DNS, DHCP, Wi‑Fi troubleshooting).
Familiarity with Active Directory, Group Policy, and Office 365 administration.
Basic understanding of IT infrastructure (servers, switches, routers, firewalls).
Aware of IT security best practices and user access controls.
Strong organizational and time management abilities.
Ability to work independently and collaboratively across different office locations.
Valid driver's license and willingness to travel as needed within a 2-hour radius.
Equal Opportunity Statement
We are an Equal Opportunity Employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All employment is decided based on qualifications, merit, and business needs.
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