IT Support Analyst

Casey's-posted about 1 year ago
Full-time • Mid Level
Remote • Ankeny, IA
Gasoline Stations and Fuel Dealers
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The IT Support Analyst at Casey's is responsible for providing technical support to users, troubleshooting issues, and ensuring the smooth operation of IT systems. This role involves documenting problems, escalating issues when necessary, and assisting with the setup of new hires' equipment. The analyst will also mentor junior team members and maintain the integrity and security of enterprise data.

  • Serve as a primary contact for team members and/or business areas to report and resolve reported problems.
  • Ensure all requests are documented and escalation procedures are followed.
  • Maintain problem status/resolution information in the ticketing database.
  • Assist with writing detailed descriptions of user needs, program functions, and steps required to develop or modify production processes.
  • Perform root cause analysis as a basic part of supporting the end user computer environment.
  • Assist with developing user test scripts to be used for testing new software releases.
  • Assist with mentoring and training of less experienced team members.
  • Maintain team member equipment, keeping it up to date and in optimal condition regarding performance and security guidelines.
  • Serve as an escalation point for the IT Support Team; troubleshoot and analyze complex incoming guest calls.
  • Inform management on escalated issues.
  • Assist with ensuring the integrity and security of enterprise data on all systems and platforms as well as data transfer per privacy, security, and regulatory compliance.
  • Perform other duties as assigned.
  • Bachelor's degree in Information Systems or a similar field, or equivalent work-related experience is required.
  • CompTIA A+ Certification is a plus.
  • Excellent interpersonal, verbal, and written communication skills.
  • Ability to identify problems, analyze and evaluate information to determine solutions for problem solving.
  • Ability to document business requirements and functional/technical specifications.
  • Ability to work in a team environment with pressure of competing deadlines and frequent interruptions in a fast-paced, constantly changing environment.
  • Ability to build relationships and work collaboratively within the support team and across the organization.
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