IT Support Analyst I

D&H Distributing • Clearwater, FL

2d • Onsite

About The Position

The Technology Service Center (TSC) responsibilities include support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.

Requirements

• Strong analytical skills, will require an extended knowledge of Microsoft Excel and/or other analytical software.
• Keen desire to learn & increase knowledge in network, server, & system administration.
• Strong troubleshooting skills including ability to diagnose root-cause and offer solutions.
• Ability to quickly become proficient in proprietary applications.
• Excellent written and verbal communication skills.
• Follow a process or procedures with guidance or instruction.
• Team-player attitude.
• Meticulous attention to detail.
• Willingness and ability to learn new technologies.
• One year Certificate from College or Technical School; or six to one year related experience and/or training or equivalent combination of education and experience.
• 1-2 years of impeccable customer service experience
• 1-2 years of help desk or technical support experience

Responsibilities

• Provide phone support, onsite, and remote end-user client support (Windows).
• Provide equipment and cabling support, onsite and at our Distribution Centers.
• Install and teardown IT equipment as needed onsite and at our Distribution Centers.
• Utilize ServiceNow ticketing system to create, assign, triage and determine escalation path.
• Investigate and troubleshoot applications, operating systems and peripherals.
• Deploy and maintain computer, IP phone, scanner, and other peripherals.
• Basic network printing support.
• Build, maintain, and image desktop hardware and replace or upgrade legacy hardware.
• Test new applications and operating systems for compatibility.
• Ensure the asset management library is accurate.
• Assist with boxing and shipping of equipment.
• Required to work on site several days per week.
• Travel to DCs as needed.

Benefits

• Employee Stock Ownership Plan
• 401k
• Paid Time Off
• Medical
• Prescription
• Dental
• Vision benefits
• Gym Reimbursement
• Work from Home Reimbursement
• Employee Purchase Program
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree