IT Support Analyst I-2

O'Reilly Auto Parts•Headquarters, KY

About The Position

The IT Support Analyst I will help end-users resolve issues with computer hardware or software. The position responds to user inquiries, troubleshoot and diagnose problems, and identify solutions with IT equipment and applications. Responsibilities and Duties: User Support via phone, chat and internal ticketing system: Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively. Provide first level troubleshooting and support for incidents related to computer systems, servers, software, point of sale hardware, store operations, telephony, LAN (Local Area Network) & WAN (Wide Area Network) Data Management: Use data management systems to access specific information as and when required. Client & Customer Management (Internal): Help manage internal clients by carrying out standard activities and providing support to others. Administration: Produce, update, and provide best practice support on document management, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses. Faults Diagnosis and Correction: Provide initial fault isolation and support in aliment with current SOP’s, or proposing resolution for approval by more senior colleagues to limit and address issues promptly. Knowledge Management System: Use the knowledge management system to access specific information participating in Knowledge Centered Support ensuring documentation is created, curated and published for consumption Operational Compliance: Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct. Work Scheduling and Allocation: Work according to an assigned schedule.

Requirements

Ability to analyze computer problems with the intent to develop and implement logical and effective solutions
Excellent interpersonal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills
Ability to provide Excellent Customer Service skills to end users
Display a willingness to perform research and think out of the box
Capability to operate independently and in a group setting
Basic experience of help desk operations and simple office / operational systems (4 to 6 months)

Nice To Haves

Monitors, diagnoses and fixes problems with technology products.
Expresses ideas, requests action, formulates plans, and policies by means of clear and effective verbal communications.
Puts processes in place to support the creation and use of the information, data and intellect that exists in the Team Members who work for an organization, to support the achievement of goals.
Employs a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.
Understands and effectively uses standard office equipment and standard software packages to support business processes.
Installs, sets up, configures, and manages software and environments.
Sets up and maintains operating systems.
Utilizes systems and tools required to search for new data or retrieve existing data in a database.
Troubleshoots and understands TCP/IP Networking fundamentals.
Bi-lingual written and verbal skills.
Comp TIA Linux+ Certification.

Responsibilities

User Support via phone, chat and internal ticketing system: Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively.
Provide first level troubleshooting and support for incidents related to computer systems, servers, software, point of sale hardware, store operations, telephony, LAN (Local Area Network) & WAN (Wide Area Network)
Data Management: Use data management systems to access specific information as and when required.
Client & Customer Management (Internal): Help manage internal clients by carrying out standard activities and providing support to others.
Administration: Produce, update, and provide best practice support on document management, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
Faults Diagnosis and Correction: Provide initial fault isolation and support in aliment with current SOP’s, or proposing resolution for approval by more senior colleagues to limit and address issues promptly.
Knowledge Management System: Use the knowledge management system to access specific information participating in Knowledge Centered Support ensuring documentation is created, curated and published for consumption
Operational Compliance: Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
Work Scheduling and Allocation: Work according to an assigned schedule.

Benefits

Competitive Wages & Paid Time Off
Stock Purchase Plan & 401k with Employer Contributions Starting Day One
Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
Team Member Health/Wellbeing Programs
Tuition Educational Assistance Programs
Opportunities for Career Growth

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