IT Support Administrator

O'Reilly Auto Parts•Headquarters, KY

About The Position

The IT Support Administrator helps end-users resolve computer hardware and software issues. The role responds to user inquiries, troubleshoots and diagnoses problems, and identifies solutions involving IT equipment and applications. It provides second-level support across computer systems, servers, software, point-of-sale hardware, store operations, telephony, LAN, and WAN, and monitors overnight operations to ensure critical processes are completed. The position also provides user advice and training, supports data management and knowledge management systems, and maintains technical and user documentation. The administrator performs initial fault isolation and proposes resolutions for senior-colleague approval, creates backup files, follows organizational policies and applicable standards, and works to an assigned schedule. The role includes ongoing learning and development in relevant technology, regulations, and industry best practices. O’Reilly Auto Parts describes its culture as supporting career growth and promotion from within. Its total compensation package includes competitive wages and paid time off, stock purchase and 401(k) plans with employer contributions, medical, dental, and vision insurance, optional flexible spending accounts, health and wellbeing programs, tuition assistance, and career-growth opportunities.

Requirements

Previous Service Desk or O’Reilly’s support desk experience.
Ability to analyze computer problems and develop and implement logical, effective solutions.
Excellent interpersonal and communication skills, including the ability to explain simple procedures in writing or verbally and strong phone skills.
Excellent customer service skills when assisting end users.
Willingness to research and think outside the box.
Ability to work independently and in a group setting.
Advanced technical and computer knowledge.
Bachelor’s degree or equivalent level.
Sound experience and understanding of straightforward procedures or systems (7 to 12 months).

Nice To Haves

Ability to monitor, diagnose, and fix problems with technology products.
Ability to set up and maintain operating systems.
Ability to put processes in place that support the creation and use of organizational knowledge, data, and information to help achieve goals.
Ability to use standard office equipment and software packages to support business processes.
Clear and effective verbal communication for expressing ideas, requesting action, and formulating plans and policies.
Systematic approach to diagnosing technical issues and selecting appropriate solutions.
Ability to install, set up, configure, and manage software and environments.
Ability to use systems and tools to search for or retrieve data in a database.
Bilingual written and verbal skills.
CompTIA Linux+ certification or equivalent.
ITIL Practitioner.
Knowledge of Jira and Confluence software.
Advanced knowledge of store and distribution center operations, procedures, and systems.
Very limited managerial experience (0 to 3 months).

Responsibilities

Provide advice, training, and assistance to users so they can resolve queries and understand application and website capabilities.
Provide second-level troubleshooting and incident support for computer systems, servers, software, point-of-sale hardware, store operations, telephony, LAN, and WAN.
Monitor overnight operations to ensure critical processes complete and business units can function as needed.
Support and advise users on data management systems.
Support internal and external clients by carrying out standard activities and assisting with projects, processes, or documentation.
Produce, update, and provide best-practice support for documents, databases, and other departmental systems.
Perform initial fault isolation and propose resolutions for approval by more senior colleagues.
Draft and maintain basic technical and user documentation, and create backup files to support recovery.
Use the knowledge management system to access information and help others use it; participate in Knowledge Centered Support by creating, curating, and publishing documentation.
Follow organizational policies, procedures, regulatory codes, and codes of conduct; obtain supervisor or manager authorization for exceptions to mandatory procedures.
Work according to an assigned schedule and, if necessary, assign work to others to support workflow and completion of high-priority tasks.
Participate in assessment, development planning, training, and coaching; maintain knowledge of relevant technology, external regulation, and industry best practices through ongoing education and other learning.