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Form of workJob Description
Phoenix Metals Company is a metal distribution company with 17 locations across the United States. The company is a subsidiary of Reliance Steel & Aluminum Co., a Fortune 500 SEC registrant, and the largest metals service center company in North America.
JOB SUMMARY
The Field Support Analyst II (FSA) is responsible for Support Desk and Field Operations tasks, providing on-site support to end users by installing, configuring, troubleshooting, and maintaining various types of software and hardware in support of our business offices and warehouses. The FSA must be able to quickly evaluate business problems and work towards solutions through collaboration across the FOC and RTS organizations. The FSA must be articulate, process driven, and have a strong desire to deliver outstanding customer service.
DUTIES AND RESPONSIBILITIES
- Provide level 1 and 2 (onsite and remote) help desk troubleshooting and ticket ownership, including account resets, Zebra scan guns, Lenovo computers, desktop and network printers, Zebra barcode printers, Ricoh document scanners, iOS and Android devices, Outlook/Office 365, and software including IBM iSeries, Lansa, MViX, and Datamagine
- Utilization of Service Now help desk ticketing to track and follow up on requests, incidents, and projects to ensure timely completion
- Coordinate and provide project support among key process owners
- Administer and support ManageEngine and SOTI MDM
- Loading and Deploying computers and warehouse IT equipment
- Monitor daily IBM logs to ensure the health of the environment
- Practice daily backup retention policies and procedures
- Resolve complex issues for supported Microsoft and IBM iSeries environments
- Develop and maintain system documentation for projects
- Provide some after hours on call support
REQUIRED & PREFERRED QUALIFICATIONS
- Bachelor's degree in Computer Science, MIS, Engineering or related field or an appropriate combination of education and relevant experience
- 5+ years' experience providing IT support in a warehouse/office environment
- 5+ years' experience with all Microsoft Office products
- Working knowledge and experience with troubleshooting network issues
- Ability to communicate effectively with all levels within the organization
- Excellent problem solving, troubleshooting, oral and written communication skills
- Availability to work occasional off-hours and on-call production support
- Ability to provide advance level of advice/assistance on procedures and work methods
- Ability to identify and participate in issue resolution and process refinement, challenging existing solutions
- Must be self-motivated and have the ability to work independently and as part of a team
- Willingness to broaden technical, functional, and industry skill base and to keep current with industry information
- Understanding of IBM I (AS400) administration and/or architecture is a plus.
Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Office setting; controlled temperature environment
We are an equal opportunity employer. All applicants shall be considered for employment without regard to their race, color,religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable Federal, state,or local law.
