Senior Information Technology Support Analyst

Summary of Position:

The Senior IT Support Analyst– Tijuana position is based out of our Tijuana Production facility and is a 100% onsite role.

The Senior IT Support Analyst is responsible for the delivery, support, and continuous improvement of technology services for Vapotherm’s Tijuana manufacturing facility and remote employees across the region. As the primary on-site IT representative for Vapotherm’s Tijuana manufacturing facility, this role partners with business leaders, end users, vendors, and global IT teams to ensure reliable, secure, and efficient technology operations. The Senior IT Support Analyst supports end-user computing, manufacturing systems, infrastructure, enterprise applications, and cybersecurity initiatives while leading local technology projects, driving operational improvements, and ensuring compliance with corporate and regulatory requirements. The Senior IT Support Analyst must be able to communicate effectively in English, both verbally and in writing, at a minimum B2 proficiency level.

Primary Responsibilities:

• Serve as the primary IT contact for Vapotherm’s Tijuana manufacturing facility, partnering with site leadership, vendors, and global IT teams.
• Provide support for on-site and remote employees, including end-user devices, Microsoft 365, enterprise applications, manufacturing systems, and network services.
• Deploy, maintain, and troubleshoot production-floor technology, including but not limited to workstations, scanners, tablets, printers, label printers, and related systems.
• Support Microsoft 365, Entra ID, Intune, endpoint management, software deployments, patching, security tools, and user access management.
• Lead local infrastructure, networking, telecommunications, and site technology improvement initiatives.
• Manage site IT projects, vendor relationships, procurement activities, and implementation efforts.
• Collaborate cross functionally with Manufacturing, Quality, Engineering, and Operations teams to support business-critical systems and technology deployments.
• Ensure compliance with corporate security, regulatory, and documentation requirements while maintaining IT asset inventories and site records.

Position Requirements - Education, Knowledge, Years of Experience, etc.:

• Bachelor’s degree in information technology, Computer Science, Engineering, or related field; equivalent experience may be considered.
• 5+ years of experience in IT support, systems administration, infrastructure, or manufacturing technology environments.
• Ability to communicate effectively in English, both verbally and in writing, at a minimum B2 proficiency level.
• Ability to work primarily onsite at Vapotherm’s manufacturing facility
• Experience supporting Microsoft 365, Entra ID, Intune, Windows endpoints, networking, and enterprise applications.
• Experience supporting ERP software, Epicor experience is a plus.
• Experience supporting manufacturing operations, production-floor technology, or regulated environments preferred.
• Strong troubleshooting, project coordination, vendor management, and customer service skills.
• Ability to work independently, prioritize competing demands, and effectively support both in person and remote users.
• Ability to lift, carry, and install IT equipment weighing up to 22 kg (48.5 lbs), and provide hands-on technical support within office, warehouse, and manufacturing environments.
• Ability to prioritize multiple tasks and operate independently in a fast-paced manufacturing environment.
• Experience supporting regulated environments (FDA, ISO 13485, SOX, HIPAA, or similar) preferred.
• Occasional travel to other Vapotherm locations within the US as required.
• Frequently is sit, walk, or stand and wear clean room attire including but not limited to jacket, gloves, hair net, etc.