IT Operations Analyst - Corporate

Location: Katy, Texas

Employment Type: Full-time, Permanent

Work Model: Onsite, based from the Katy home office and supporting Houston 2 – 3 days per week

Business Unit: Corporate IT

Summary

The IT Operations Analyst delivers responsive end-user technical support and maintains endpoint management solutions that enable reliable, secure, and efficient IT operations across Mattr. As a first point of contact for employees, this role resolves technical issues, administers endpoint technologies such as Microsoft Intune, and supports infrastructure initiatives while maintaining a positive user experience and following established security and operational standards.

Success in this role means providing dependable support, taking ownership of endpoint administration, resolving standard issues independently, escalating complex problems appropriately, and identifying opportunities to improve systems, processes, and service quality.

Responsibilities

Deliver responsive end-user support

• Serve as a first point of contact for employees seeking technical assistance by phone, email, or ticketing system.
• Diagnose and resolve hardware, software, device, and connectivity issues.
• Document incidents, troubleshooting activities, and resolutions to support consistent service delivery and knowledge sharing.
• Provide timely updates to users and contribute to meeting established service levels.
• Maintain a positive and customer-focused support experience while managing a high volume of requests.

Maintain effective endpoint management

• Configure and maintain endpoint management solutions, including Microsoft Intune, Autopilot, mobile device management, mobile application management, and Azure Active Directory integration.
• Manage device provisioning, compliance policies, conditional access, and application deployment.
• Monitor endpoint performance and troubleshoot escalated device or endpoint issues.
• Maintain clear documentation of endpoint configurations, processes, and operational best practices.
• Support secure and reliable device administration in alignment with established security standards.

Support operational stability and issue escalation

• Resolve standard technical issues independently and escalate complex issues through the appropriate channels.
• Exercise sound judgment when diagnosing problems and selecting solutions within defined procedures.
• Collaborate with IT Support, Infrastructure, Network, Security, and Compliance teams to address cross-functional technical issues.
• Contribute to service quality, operational stability, service-level adherence, and positive user outcomes.

Contribute to infrastructure projects and continuous improvement

• Support infrastructure and technology initiatives, including deployments and upgrades.
• Participate in projects and coordinate with project teams as required.
• Identify recurring technical issues and recommend practical improvements to systems and processes.
• Contribute to operational documentation, knowledge sharing, and the continued development of best practices.

Maintain operational readiness

• Participate in an on-call rotation to support after-hours incidents and operational continuity.
• Work in an office or hybrid technology environment with frequent interaction with users and IT systems.
• Support business needs across Katy and Houston, including travel between the two locations.

Qualifications

Education and experience

• A three-year college diploma in Information Technology is required.
• A university degree in Information Technology is preferred.
• One to three years of relevant Information Technology experience.
• Experience providing end-user support and working within IT operations or enterprise endpoint-management environments.

Technical knowledge

• Working knowledge of Windows operating systems and Microsoft Office/O365.
• Hands-on knowledge of endpoint management technologies, including Microsoft Intune, Autopilot, MDM/MAM, and Azure Active Directory.
• Experience with hardware and device support, including desktops, laptops, and mobile devices.
• Ability to complete basic networking and infrastructure troubleshooting.
• Experience using help desk and ticketing systems.
• Familiarity with remote-support tools, desktop imaging, VOIP, Microsoft Teams, and other collaboration tools.
• Ability to maintain accurate technical documentation and follow established process-management practices.

Professional capabilities

• Strong customer-service orientation and commitment to providing a positive user experience.
• Effective analytical and problem-solving skills.
• Clear written and verbal communication skills.
• Strong time-management skills with the ability to manage high-volume support requests.
• Ability to collaborate effectively across teams and adapt to changing operational needs.
• Accountability for resolving standard issues independently and escalating complex matters appropriately.
• Sound judgment when diagnosing technical issues and selecting solutions within defined procedures.

Why Join Mattr?

• Medical, dental & vision coverage with HSA contributions
• 401(k) with company match, vested immediately
• Attractive incentive bonus plans
• Employer-paid Life, AD&D, and Long-Term Disability insurance
• Wellness incentives
• Free Employee Assistance Program (EAP)
• Discounts on fitness, shopping & travel (Blue365, LifeMart & more)

#IND1

WHAT MATTR OFFERS

•    At Mattr, safety comes first! We go the extra mile to ensure our employees are safe and healthy 
•    We understand times have changed and so have we. Mattr offers flexible work arrangements (where possible) to suit your needs 
•    Comprehensive total rewards package that includes competitive salaries, annual incentives, medical benefits, retirement savings plans, paid vacation days, education assistance programs, corporate discounts and more!
•    Participation in service milestone awards and recognition opportunities 
•    Access to mental health support resources such as our Headversity mental health and wellness platform and free, confidential access to our Employee and Family Assistance Program (EFAP)
•    Rewarding growth opportunities (may include global career and travel opportunities) supported by personalized training, development and mentoring programs - including LinkedIn Learning access for all employees!
•    Commitment to providing a diverse, inclusive and accessible workplace environment  
•    We prioritize our Environment, Social and Governance (ESG) values and offer a paid Impact Day, allowing employees an opportunity to support charitable organizations in their communities
•    Company events, social gatherings and team building activities that promote fun!
•    We’re working to create a better world. Join us!

Mattr delivers advanced material technologies and complex manufacturing expertise through brands offering engineered products, technology and solutions to support infrastructure projects & markets world-wide. Mattr brands: AmerCable, Shawflex, DSG-Canusa, Flexpipe and Xerxes.

At Mattr, we have built a true team environment where all employees are empowered to contribute to the success of the company. We want you to join our team!