IT Support Analyst (Helpdesk)- San Antonio

Johnson Brothers•San Antonio, TX

21h•Onsite

About The Position

Looking for a rewarding career? Johnson Brothers is a leading family-owned distributor of wine, spirits, and beer, delivering exceptional service since 1953. We proudly represent the world’s top beverage brands and are committed to excellence, innovation, and growth. Johnson Brothers offers exciting opportunities in a variety of areas. Join our passionate team and help shape the future of the beverage industry! Job Description: Those with 1+ year of helpdesk experience or recent college grads are encouraged to apply. We are willing to invest in the right candidate! Please note that due to the physical nature of this position, this is an onsite position. Hybrid or fully remote schedules are not available for this role. This position is responsible for technical assistance that follows standard desktop support procedures including troubleshooting, diagnosing, and resolving routine hardware and software inquiries and issues in a professional, timely and helpful manner. As a IT Support Analyst, you will be providing day-to-day customer-focused second and third level technical support to internal system users nationally. You will be required to research problems and questions utilizing available information and resources to diagnose and resolve hardware, software and system issues with the ability to identify and escalate situations that require immediate attention. In addition, you will be held accountable for issue tracking and documentation of service resolution in Service Now.

Requirements

Patience, a customer-friendly attitude and the ability to work in a team environment
Ability to interact will all levels of staff
Strong knowledge and proficiency of the Microsoft products including Windows 7/10/11, Office 365, OneDrive, and SharePoint
Deep knowledge of computer hardware – A+ certified preferred
Technical Certifications a plus – MTA/MCSA/MSCE, HDI, CompTIA or other industry certifications
Networking - TCP/IP, Wi-Fi, LAN/WAN/VPN
iPhone/iPad Device Management and Support
Remote Troubleshooting
Experience creating and modifying accounts in Exchange and Active Directory
Mac computer experience and/or JAMF experience preferred
Hands on experience with ServiceNow, or comparable service desk tool
Ability to multi-task, identify critical issues and prioritize support requests
Excellent problem solving, critical thinking and Excellent verbal and written communication skills
Customer service and results oriented – truly enjoy working with and helping others
Small/medium/large project experience
2-year Information Technology or related degree preferred, or 1+ years of related work experience
Ability to lift up to 40 pounds occasionally
Ability to travel on occasion to remote sites in Texas for on-site support (Limited travel, estimated monthly)
Local candidates in the San Antonio area preferred (no relocation package)

Responsibilities

Work daily with end users across corporate offices and remote branch locations across the US to troubleshoot and resolve issues
Manage all hardware including the configuration and deployment of corporate devices such as laptops, desktops, monitors, iPads, peripherals, etc.
Resolve issues both remotely (branch locations) as well as service corporate office users on-site
Analyzing and identifying trends in issue reporting and devising preventive solutions
Assist with asset management, tracking and documentation for end user devices
Documenting hardware and software problem analysis and resolution
Analyzing and making recommendations for hardware and software standardization
Work collaboratively with outsourced Level 1 service desk
Work collaboratively with existing internal Level II/III Desktop Support Analysts
Participate and drive results for several projects/initiatives
On call required for major incidents (Rotating schedule)