IT Support Analyst

This onsite IT Support Analyst role places you in Buffalo, New York, supporting Vacuum Technology Business Area IT systems at NASA locations, with a focus on the New Genesee Site. You will contribute to meeting SLAs through second-line IT support, device lifecycle management, and cross-site project involvement. The position offers a clear professional path, hands-on operations, and a competitive hourly rate accompanied by a comprehensive benefits package.

Location and compensation: Buffalo, NY onsite, at the Edwards Genesee location (6685 Crosby Rd, Basom, NY 14013). Salary range is $33.78 to $42.23 per hour.

Benefits

• Annual variable compensation bonus
• Medical coverage
• Dental coverage
• Vision coverage
• 401(k) with company match
• Paid vacation
• Paid sick time
• Paid floating holidays
• Tuition reimbursement
• Training and development opportunities
• Parental leave
• Disability benefits
• Life and AD&D insurance

Responsibilities

• Provide 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.
• Manage device lifecycles including procurement, imaging, deployment, patching, and decommissioning using Intune, SCCM, and Autopilot.
• Coordinate local backup tape handling, storage, and shipping in alignment with disaster recovery and business continuity procedures.
• Collaborate with network and server teams on site-level tasks such as Share permissions, break/fix, LAN patching, Wi-Fi access, firewall requests, and user connectivity needs.
• Maintain accurate hardware/software asset inventories and CMDB records, using ServiceNow and Power BI for compliance and audit readiness.
• Support VIP users by delivering prompt, professional resolution of high-priority requests.
• Participate in IT projects including site upgrades, system rollouts, acquisitions, and end-user environment changes.
• Create and maintain IT documentation, including procedures, service descriptions, knowledge base articles, standards, and installation guides.
• Enforce IT policies related to information security, acceptable use, and endpoint protection practices.
• Provide onsite support as needed, with potential travel to other NASA locations and occasional after-hours work.

Technologies

• Intune
• SCCM
• Autopilot
• ServiceNow
• Power BI
• Microsoft Windows
• Office 365
• Infoblox
• Nexthink
• Active Directory
• Azure AD

Requirements

• Minimum of 2 years in a second-line IT support or desktop support role within a multi-site or regional organization.
• Proven experience supporting Microsoft Windows, Office 365, printers, mobile devices, client imaging, and hardware troubleshooting.
• Proficiency with ITSM platforms, preferably ServiceNow, to manage incidents, requests, and assets.
• Hands-on experience with Microsoft Intune, SCCM, and Autopilot for device management and deployment.
• Strong understanding of ITIL based practices including incident management, service requests, knowledge creation, and change management.
• Basic networking knowledge (TCP/IP, DHCP, OSI model), Wi-Fi access, and cabling standards.
• Familiarity with Active Directory and Azure AD concepts.
• Effective written and verbal communication, with experience creating documentation and service descriptions.
• CompTIA A+ or equivalent certification.
• ITIL Foundation (v4) certification or equivalent practical knowledge.
• Exposure to monitoring and reporting tools such as Infoblox, Nexthink, and Power BI.
• Experience providing VIP support, troubleshooting scanners, and working with kiosk environments.
• Knowledge of US data protection standards, cybersecurity awareness, and audit requirements.