IT Support Analyst

Theisen's Home-Farm-Auto • Dubuque, IA

18h • Hybrid

About The Position

The IT Support Analyst provides remote technical support and software/systems administration for associates and store locations company-wide, primarily by phone, remote access, email, and ticketing system. This role serves as the first line of support for day-to-day technology issues, account and access requests, and software troubleshooting, and helps maintain the systems and documentation that keep stores running. A successful Support Analyst possesses exceptional problem-solving skills, strong interpersonal skills, patience, and the organizational ability to manage multiple open tickets and projects at once. Retail tech support experience is a plus but not required.

Requirements

• Vocational training or an associate’s degree in a Computer Science related field.
• 2 - 4 years of educational or on-the-job experience in IT support or help desk.
• Systems: Windows desktop and server environments (physical and virtualized), Microsoft 365 administration, Active Directory/identity management, IBM AS/400 basics, ticketing/RMM platforms, basic perimeter security and remote access concepts (VPN), basic POS software support.
• Software Windows 10/11, Windows Server 2012/2016/2019, Microsoft 365 (Exchange, SharePoint, Teams, Intune/Endpoint Manager), Microsoft SQL basics, Microsoft Office Suite, system backup software, antivirus/endpoint security products, RMM platforms, enterprise POS software experience a plus.
• General knowledge of website administration, basic SQL scripting and command line tools, troubleshooting Mac hardware and macOS issues, and experience with RMM products for mobile devices and business systems.
• Ability to read and interpret operating and maintenance instructions, procedure manuals, and diagrams; basic math skills; strong written and verbal communication for remote troubleshooting; ability to manage multiple concurrent tickets; high level of integrity and business ethics.
• Frequent physical demands include sitting, standing, walking, dexterity, and light grasping.
• Occasional physical demands include lifting to 50 lbs., bending, stooping, reaching, kneeling, squatting, climbing stairs, and firmly grasping.
• The employee is required to accept incoming calls and must be able to hear and speak.
• Specific vision abilities required include vision adequate to perform the responsibilities of the job efficiently.
• The associate must have manual dexterity to operate a computer and other basic office equipment.

Nice To Haves

• Retail tech support experience is a plus but not required.
• enterprise POS software experience a plus.

Responsibilities

• Provide remote technical assistance and support to associates relating to hardware and software issues via phone, remote access, email, and the ticketing system.
• Own and maintain trouble logs on support requests using the ticketing system, ensuring timely follow-up and resolution.
• Provide day-to-day administration and support of business software systems, including Microsoft 365 (user accounts, access, and licensing), Active Directory/identity management, and core line-of-business applications.
• Install and maintain analog and VoIP phone system hardware across locations.
• Process account and access requests: user account creation, password resets, group membership, and basic permissions administration.
• Help maintain the company antivirus and endpoint security software, ensuring licenses are current and systems are kept up to date.
• Assist with patch deployment and system management on mobile, desktop, and server systems through automated system management (RMM) software.
• Prepare and maintain procedural documentation and end-user guides to assist with software support and onboarding.
• Assist in testing new software procedures and upgrades prior to company-wide rollout.
• Support basic remote network and Internet connectivity troubleshooting (routers, remote access, VPN) in coordination with the Field Technician for on-site issues.
• Escalate or coordinate hardware and on-site issues to the Field Technician as needed and follow up to ensure ticket closure.
• Escalate complex infrastructure, security, and systems issues to the Systems Administrator.
• Partner with the Systems Administrator to build and maintain the recurring store site visit schedule, targeting a visit to each store every two months outside of reset and construction projects.
• Assist with equipment deployments, cabling, and store technology projects during scheduled field visits.
• Any other duties as requested by management.

Benefits

• Competitive match on 401K
• PTO
• Holidays
• Birthday-off with pay
• Associate discount and many other benefits
• Health insurance
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Short-term and long-term disability
• Travel, meals, and lodging expenses are covered by the company.
• Company vehicles are available, and mileage is reimbursed for personal vehicle use.

What This Job Offers

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