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Form of workJob Description
Under general supervision, the IT Support Analyst is responsible for responding to user inquiries, troubleshooting, and diagnosing problems. They are responsible for documenting and escalating issues as needed. The IT Support Analyst may also be accountable for new hire set ups, reimaging computers, and setting up monitors and computers.
Key Responsibilities:
Requirements
Other Requirements:
Under general supervision, the IT Support Analyst is responsible for responding to user inquiries, troubleshooting, and diagnosing problems. They are responsible for documenting and escalating issues as needed. The IT Support Analyst may also be accountable for new hire set ups, reimaging computers, and setting up monitors and computers.
Key Responsibilities:
- Serve as a primary contact for team members and/or business areas to report and resolve reported problems. Ensures all requests are documented and escalation procedures are followed. Maintains problem status/resolution information in ticketing database.
- Assist with writing detailed description of user needs, program function, 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 use tests scripts to be used testing new software releases.
- Assist with mentoring and training of less experienced team members.
- Assist with maintaining team member equipment keeping them up to date and in optimal condition regarding performance and security guidelines.
- Serve as escalation point for the IT Support Team; troubleshoots and analyzes 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.
- Performs other duties as assigned.
Requirements
- Bachelor's degree in Information System or similar field, or equivalent work-relatedexperience is required.
- At least five years of work-related experience is required.
- Excellent interpersonal, verbal, and written communication skills.
- Proven ability toidentify problems, analyze and evaluate information to determine solutions for problemsolving.
- Ability to document business requirements and functional/technicalspecifications.
- Ability to work in a team environment with pressure of competingdeadlines and frequent interruptions in a fast-paced, constantly changing environment.
Proven ability to build relationships and work collaboratively within the support teamand across the organization. - CompTIA A+ Certification is a plus.
Other Requirements:
- Work will be performed in a distribution center setting, selected candidate will need to be familiar with a distribution center and the systems within.
- Will need to be available for afterhours' on-call and system monitoring as needed.
- Must be able to lift and carry up to 75 pounds.
- Overnight travel is required. Must possess a valid driver's license and have the physicalability to drive a vehicle for job related travel.
