IT Support Analyst I

O'Reilly Auto Parts•Headquarters, KY

10d

About The Position

The IT Support Analyst I 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 first-level support across computer systems, servers, software, point-of-sale hardware, store operations, telephony, and local- and wide-area networks. The analyst works according to an assigned schedule, follows documented procedures and service-level targets, and uses departmental systems and knowledge-management resources to support business operations.

Requirements

Bachelor’s degree or equivalent level.
Basic experience in help desk operations and simple office or operational systems; 4 to 6 months.
Ability to analyze computer problems and develop and implement logical, effective solutions.
Excellent interpersonal and communication skills, including the ability to explain simple procedures verbally or in writing and strong phone skills.
Ability to provide excellent customer service to end users.
Willingness to conduct research and think outside the box.
Ability to work independently and in a group setting.

Nice To Haves

Ability to monitor, diagnose, and fix problems with technology products.
Clear and effective verbal communication, including expressing ideas, requesting action, and formulating plans and policies.
Ability to establish processes that support the creation and use of organizational knowledge, data, and information to achieve goals.
Systematic approach to troubleshooting technical issues by identifying problems and selecting appropriate solutions.
Ability to use standard office equipment and software packages to support business processes.
Experience installing, setting up, configuring, and managing software and environments.
Experience setting up and maintaining operating systems.
Ability to use systems and tools to search for new data or retrieve existing data in a database.
Understanding of TCP/IP networking fundamentals and troubleshooting.
Bilingual written and verbal skills.
CompTIA Linux+ certification.

Responsibilities

Provide hardware, software, and end-user support by phone, chat, and internal ticketing system, following documented procedures and service-level targets.
Provide first-level troubleshooting and support for incidents involving computer systems, servers, software, point-of-sale hardware, store operations, telephony, LAN, and WAN.
Use data management systems to access required information.
Support internal clients by carrying out standard activities and assisting others.
Produce, update, and support document management, databases, and other departmental systems; tasks may include purchasing materials, entering budget information, and recording time and expenses.
Perform initial fault isolation and support in alignment with current SOPs, or propose resolutions for senior colleagues’ approval.
Use the knowledge management system to find information and participate in Knowledge Centered Support by creating, curating, and publishing documentation.
Follow mandatory procedures to meet quality standards and comply with external regulations and internal codes of conduct.
Work according to an assigned schedule.