Operations Support Analyst IT

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining a global team who cares not just about the work we do but also about each other. We are the makers problem solvers and future world builders who are creating stronger more sustainable communities. We dontjust talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.

At Caterpillar we work to help our customers build a better world. Without our team of talented bright and driven individuals we wouldnt be the Caterpillar we are today. Now this is your chance to join our team and do work that matters. We want you to help us enable customer success make progress possible around the world and help our communities grow and thrive. We are looking for a dynamic organized self-starter to join our Product Support and Logistics Division as a Operations Support Analyst - IT in Lebanon IN.

OurProduct Support and Logistics Division (PSLD)is one of the most innovative divisions within PSLD as within all of Caterpillar our priority is ourcustomers and helping them build a better world. PSLD is responsible for the worldwide distribution of Cat aftermarket parts integrated logistics and global service to develop and support our global dealer network and customers.

Werecommittedto our customers who build a better world with our products services and solutions. We understand and show the value of why they should always choose us. Were exploring new ideas and opportunities innovatingto discover the breakthroughs necessary for tomorrows growth.

Job Summary:

• The Operations Support Analyst IT is responsible for the reliability maintenance and support of IT systems hardware and technologies that enable daily warehouse operations. This role serves as the primary on-site IT resource for warehouse and infrastructure technologies ensuring operational uptime rapid issue resolution and continuous improvement across IT-supported processes.
• Operating in a fast-paced mission-critical environment this role requires hands-on technical expertise strong problem-solving skills effective communication and a customer-focused mindset. The Operations Support Analyst partners closely with Corporate IT teams vendors and warehouse leadership to support existing systems deploy new technologies and improve operational efficiency. Participation in on-call support for off-shift operations and peak periods is required.

Additional Info:

• This role is located in Lebanon IN and does not offer relocation
• This role is 1st shift
• This role is 100% on-site with no opportunity for hybrid or remote schedules
• This role requires up to 50% travel between Lafayette IN and Lebanon IN
• Occasional off-hours support for critical operational incidents
• Work Environment & Physical Demands
  • Combination of warehouse and office environments.
  • Frequent walking standing bending lifting IT equipment and working around active warehouse operations.
  • Exposure to temperature variation noise and material handling equipment.

What You Will Do:

Warehouse IT Infrastructure & Systems Support

• Support maintain and troubleshoot all warehouse IT systems and infrastructure including:
  • Industrial printers (Zebra and similar) barcode scanners and mobile computing devices
  • Laptops tablets thin clients and peripherals
  • Warehouse Management Systems (WMS) and MHE fleet management systems
  • Local area networks (LAN) Wi-Fi access points and connectivity components
• Perform root cause analysis to resolve hardware software and network issues impacting warehouse operations.
• Ensure maximum uptime for all mission-critical systems supporting material flow and fulfillment.

Printer Device & Asset Lifecycle Management

• Own and maintain preventative maintenance schedules for printers and warehouse IT equipment.
• Diagnose and repair printer-related issues including media firmware drivers calibration and connectivity.
• Manage replacement parts supplies redeployments and equipment refreshes.
• Maintain accurate IT asset tracking inventory and documentation.
• Coordinate with vendors or escalate issues when internal resolution is not feasible.
• Decommission and securely dispose of retired hardware in accordance with company policies.

Build Room Deployment & Technology Support

• Image configure test and deploy laptops tablets thin clients scanners and mobile devices.
• Build and troubleshoot hardware prior to deployment to ensure readiness and reliability.
• Assist with technology implementations upgrades system rollouts and site expansions.
• Collect analyze and document feedback and requirements related to technology performance and usability.

Help Desk Coordination & Escalation

• Initiate track update and resolve service tickets using the company help desk system.
• Escalate incidents appropriately to Corporate IT or third-party vendors.
• Ensure all incidents are thoroughly documented including troubleshooting steps and resolution outcomes.
• Communicate clearly and proactively with end users regarding issue status and resolution timelines.

Business Process SOP & Continuous Improvement

• Support IT-related business process improvement initiatives by identifying inefficiencies recurring issues and improvement opportunities.
• Follow and help maintain standard operating procedures (SOPs) for IT-supported warehouse processes.
• Assist in testing evaluating and validating new technologies with guidance from senior IT resources.
• Track and document technology needs system changes and process impacts.

Customer Focus Communication & Collaboration

• Deliver professional customer-focused IT support to warehouse associates supervisors and leadership.
• Communicate technical concepts clearly to non-technical audiences.
• Build strong working relationships with Corporate IT network teams application support operations leadership and external vendors.
• Provide feedback and insights to improve service delivery and user experience.

Operational & On-Call Responsibilities

• Participate in an on-call rotation to support off-shift operations weekends and peak business periods.
• Support extended hours and overtime as required by operational demand.
• Work effectively in a warehouse environment including walking standing lifting equipment and working around material handling systems.

What You Have (Required Skills):

• IT Environment: Knowledge of an organizations IT purposes and activities; ability to create an effective IT environment for business operations. Hands-on experience supporting warehouse manufacturing logistics or operational IT environments. Working knowledge of: Industrial printers and labeling systems Mobile computing devices and scanners Windows operating systems and device imaging Basic networking concepts (IP addressing Wi-Fi switches cabling) Ability to independently diagnose and resolve hardware software and connectivity issues. Familiarity with IT standards policies and procedures.

• Application Delivery Process: Knowledge of major tasks deliverables and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications. Basic working knowledge of application delivery processes and IT project involvement. Understanding of how IT systems support operational workflows and business outcomes. Ability to document follow and help improve SOPs and IT-supported processes.

• Business Process Improvement: Knowledge of business process improvement best practices and ability to use methods for identifying evaluating introducing and implementing more efficient approaches to performing business related activities. Demonstrated ability to troubleshoot complex issues in high-pressure environments. Strong sense of ownership from issue identification through resolution. Ability to prioritize work based on operational impact and urgency. Effective organization and documentation skills.
• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
• Effective Communications: Understanding of effective communication concepts tools and techniques; ability to effectively transmit receive and accurately interpret ideas information and needs through the application of appropriate communication behaviors.

What Will Put You Ahead (Preferred Skills):

• Associate degree or technical certification in Information Technology Computer Systems or a related field.
• 24 years of hands-on IT support experience preferably in a warehouse manufacturing logistics or industrial environment.
• Experience supporting WMS MHE systems or industrial printers.
• IT certifications (CompTIA A Network Microsoft Zebra or equivalent).
• Experience supporting multiple sites or distributed IT environments.

What You Will Get:

• Through it all we areone team creating and delivering world-class components and solutions superior to the competition.
• Learn more about theCaterpillar Experience.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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