IT Support Analysts
Job Description
The IT Support Analyst will provide front-line primary technical support to end users on various issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner. The IT Support Analyst must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problems, and when appropriate, escalate and/or route item to appropriate IT team member(s).
Essential Duties & Responsibilities:
· Perform root cause analysis and implement corrective action
· Become familiar with installed warehouse management system (WMS), warehouse control system (WCS) and Enterprise Resource Planning (ERP) solutions
· Support Distribution Center operations and use cases
· Validate pick, pack, and ship operations in test environment
· Develop software procedures and controls for problem prevention
· Support multiple platforms including desktop, notebook, mobile device / handheld scanner, printer, and various networked equipment
· Provide exceptional customer service in person, via phone and email
· Resolve help desk issues including troubleshooting hardware and software
· Perform ERP, WMS and WCS user access administration
· Attend department meetings
· Participate in bi-monthly conference calls with WMS vendor to coordinate ticket resolution
· Maintain technical skillset relevance by participating in educational opportunities; reading professional publications; maintaining personal network; participating in professional organizations
· Maintain communications with IT Project Manager and Director, IT/OPEX regarding ticket status and resolution
· Coordinate WMS/WCS software upgrades with solution vendor and internal teams
Education & Experience:
· 2 year technology degree; 2 – 4 year work experience
· Software and hardware troubleshooting
· Remote help desk support
· Working knowledge of Microsoft desktop solutions including M365, SharePoint, OneDrive, Power BI, and Power Automate as well as Windows Server 2019+
· Experience effectively communicating requirements and expectations to solution provider
· Experience documenting IT configuration, process and change management information
Job Knowledge, Skills & Abilities:
· Strong customer service orientation
· Proven analytical and problem-solving abilities
· Ability to effectively prioritize and execute tasks in a high-pressure environment
· Strong interpersonal and communication skills
· Ability to lead projects
· Highly self-motivated
· Keen attention to detail
· Ability to gather and formalize requirements and communicate requirements effectively to solution vendors
· Skilled working within a collaborative environment
Physical Demands:
· Sits for extended periods of time
· Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components
· Lifting and transporting of objects, such as computers, servers, printers and peripherals
Work Environment: Cubical/Office area/Shop Floor
PPE Requirement: Safety Glass when on Production Floor
