IT Support Analyst

Moon Valley Nurseries•Houston, TX

1d•Onsite

About The Position

The IT Support Analyst is responsible for administering and performing Moon Valley Nurseries’ IT support functions. This includes the configuration and installation of user devices as well as working with various software, hardware, and peripherals including, but not limited to desktop computers, laptops, tablets, smartphones, voice over IP devices, printers, firewalls, network hardware, etc. The IT Support Analyst resolves issues for end users and troubleshoots hardware and software issues at our retail locations as well as the corporate office.

Requirements

Customer service experience in a call center or service industry environment
Experience troubleshooting, analyzing, implementing, and evaluating IT systems
Basic understanding of computer systems including hardware, software, and networking
Ability to manage multiple projects and priorities
Excellent verbal and written communication skills
Ability to work independently to complete tasks and meet established deadlines
Valid driver’s license and clean driving record
Associate degree in technology or equivalent experience working with technology

Responsibilities

Provides maintenance, end-user support, and training for POS terminals, desktops, laptops, and related computing systems in our corporate offices and retail stores
Identifies needs for technology upgrades or new systems
Conducts equipment installation, moves, tracking, requisitions, and RMAs
Trains employees on software and hardware operation best practices
Communicates to users to help understand issues and effectively troubleshoot issues or requests submitted by end-users
Ensures that all IT systems are in compliance with company policies as well as local, state, and federal laws and regulations
Performs both in-person and remote end-user support
Performs computer builds, upgrades, configuration, software installs, and virus removal if needed
Conducts network diagnosis and maintenance of IP networks, DNS, DHCP, routing, and switching
Escalates complex issues to appropriate IT staff
Plans and conducts scheduled maintenance and upgrades
Sets up accounts for new staff and ensures they know how to log in
Documents all issues and work performed in our Jira Service Management System
Creates documentation for standard processes
Maintains records of software licenses
Manages stock of equipment, components, consumables, and other supplies
Travels to retail locations to install new hardware or replace faulty equipment
Uses Mobile Iron mobile device management system to deploy, update, and track company-owned phones and tablets
Participates in the on-call rotation to resolve issues that occur outside normal business hours
Performs other duties and tasks as assigned