IT Support Analyst

CONA Services•Bedford, OH

56d•Hybrid

About The Position

The IT Support Analyst provides Tier 1 (Service Desk) and Tier 2 (Desktop/Field Support) services for ABARTA Coca-Cola distribution centers across Pennsylvania, Ohio, and West Virginia. This position is primarily located in our Cleveland (Bedford Heights) OH but will require some travel to other ABARTA Coca-Cola sites. After-hours & weekend work entailed on an as needed basis.

Requirements

Associate degree in IT or equivalent experience.
3-5+ years of IT support experience as a Tier 1 or 2 Analyst.
Strong customer service and communication skills.
Experience with Windows 11 and hardware and software troubleshooting.

Nice To Haves

Experience with Intune and Autopilot.
Experience with warehouse devices and manufacturing environments.

Responsibilities

Serve as the first point of contact for end-user technical issues via phone, email, chat or ticketing system.
Perform initial triage, troubleshooting, and resolution of incidents and service requests.
Log, categorize, and prioritize tickets in the ticketing system.
Provide remote support for hardware, software, network, and mobile issues.
Escalate unresolved or complex issues to Tier 2 or higher support levels.
Provide onsite and assist other IT team members with remote site technical support for desktops, laptops, and peripherals.
Diagnose and resolve complex issues related to OS, applications, and basic networking.
Install and maintain workstations, printers, and mobile devices.
Perform imaging, deployment, and re-imaging using standard tools.
Support Honeywell warehouse handheld devices, CT45’s, and barcode scanners, CK67’s.
Provide printer support for Xerox office and Brother label printers.
Manage tickets to ensure timely resolution and SLA compliance.
Maintain accurate IT asset inventory.
Participate in on-call rotation.
Support IT projects and deployments.