Field IT Support Analyst (75% Travel)

Martin Brower•Rosemont, IL

7d•Onsite

About The Position

The Field IT Support Analyst provides on-site and remote support for business-critical applications and hardware, resolves complex computing and networking issues, identifies and addresses recurring problems, and escalates as needed. This role supports Martin Brower IT policies while interacting with various IT support teams. The analyst demonstrates ownership of issue resolution, makes critical business decisions, attends high-priority support calls, and stays current with evolving applications and hardware. They will assist in resolving issues with business applications like ERP and Warehouse Management Systems, monitor and troubleshoot personal computing devices, network equipment, material handling equipment (MHE) technology, handheld devices, printers, and UPS units. The role also involves leading and supporting laptop deployments, managing asset inventory, maintaining device procurement processes, installing and maintaining CAT6 cables, wireless access points, and UPS units, including work at heights up to 35 feet. Additionally, the analyst will independently run small projects, manage resources and budgets, develop strong relationships with business and technical partners, document and escalate issues, create training materials, participate in off-hour support, and stay current with IT trends and regulations. This position requires willingness to travel to distribution centers up to 75% and perform other duties as assigned.

Requirements

Associate’s Degree and 3 to 4 plus years of related experience or High School Diploma/General Education Degree (GED) and 5 plus years of specific experience
Maintain MDFs and IDFs health and cleanliness

Nice To Haves

Bachelor’s Degree in computer engineering, information technology, or any computer-related field
Project management experience and/or certification
4 plus years of previous work-related experience working in a technical support environment, specifically supporting business applications and devices

Responsibilities

Provide on-site and remote support for business-critical applications and hardware
Resolve complex computing and networking issues
Identify and address recurring problems
Escalate issues as needed
Support Martin Brower IT policies
Interact with various IT support teams
Demonstrate consistent ownership of issue resolution from start to finish
Make critical business decisions affecting user and operational capabilities
Attend high-priority support calls
Stay current with evolving applications and hardware
Contribute to purchasing and implementation decisions
Assist in resolving issues with business applications, including ERP and Warehouse Management Systems
Leverage personal knowledge and collaborate with application teams
Monitor and troubleshoot personal computing devices, network equipment, material handling equipment (MHE) technology, handheld devices (Vocollect Headsets, XRS tablets, PDA devices (FUTURE), etc.), printers (laser, thermal, line, copiers, etc.), and UPS units
Lead and support laptop deployment and technology packs
Manage asset inventory
Maintain device procurement processes
Install and maintain CAT6 cables, wireless access points, UPS units, and other devices
Work at heights up to 35 feet
Independently run small projects
Manage resources and budgets
Develop strong relationships with business and technical partners
Document and escalate issues
Create training materials
Participate in off-hour support
Stay current with IT trends and regulations
Willing to travel to distribution centers up to 75%
Other duties as assigned