Technology Operations Analyst I

Description: Serve as the onsite escalation and routing point for department issues while supporting technical and operational workflows. Acts as the bridge between frontline support and specialist teams.

Core Responsibilities:

• Incident Management: Handle escalations from Level 1 support, taking ownership of advanced technical issues to ensure prompt and effective resolution.
• Technical Troubleshooting: Provide Tier 2 support for business applications, coordinating with internal and external teams as needed.
• Issue Routing: Identify and route complex or specialized issues to the appropriate resource, maintaining clear communication and accountability.
• Configuration & User Support: Assist with system configurations, account setup, and user training to enhance adoption and efficiency.
• Documentation Management: Document recurring issues, update process documentation, and maintain a knowledge base for common troubleshooting steps.
• Process Improvement: Identify recurring support patterns and collaborate with Automation and Systems teams to streamline workflows or develop automation opportunities.
• Cross-Team Collaboration: Act as the liaison between frontline support, infrastructure, and automation teams to ensure smooth technical operations and communication flow.
• Project Management: Help to maintain existing project tracking system. Enter new projects as needed. Close completed projects when appropriate.

Day-to-day tasks may include:

• Manage user accounts in the ERP system as needed.
• Follow up on issues that were escalated to make sure they were resolved.
• Author new and update existing technical documentation for inside & outside the team.

Preferred experience/qualifications:

• Previous technical support experience.

This role is not eligible for visa sponsorship.

Benefits

At WPI our employees are our greatest asset. We put our people first and are proud to provide a comprehensive benefits package designed to meet the needs of our employees at every stage of life.

In our commitment to fostering an environment where everyone can thrive personally and professionally, we offer:

• Competitive pay
• Incentive bonus plan
• 401(k) retirement savings plan with match
• Medical, prescription drug, dental and vision insurance plans with flexible spending account option
• Life insurance, accidental death, and disability benefits
• Flexible paid time off policy and paid holidays

WPI provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

WPI is a background screening, drug-free workplace.

This job description is intended to outline the general nature and level of work being performed by employees. It is not designed to cover or contain a comprehensive list of responsibilities, duties, or skills required of the employee of this job. Furthermore, this description is subject to change at the discretion of the company, with or without notice.