Field Operations Analyst 2

Reliance, Inc. - IT; Cypress (CA); On-site; USD 48,000 - 58,000; Full time

Job summary

Reliance, Inc. in Cypress, CA seeks a Field Operations Analyst II to provide IT support across Reliance. You will install, configure, troubleshoot, and maintain software and hardware for offices and warehouses, collaborating with the IT organization to resolve business problems and deliver excellent service.

The role requires articulate communication, process-driven approach, and a strong customer-service mindset to support end-users on-site and remotely as needed.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 3+ years IT support in warehouse/office environments.
• Experience with Microsoft Office suite.
• Experience supporting warehouse automation products (WAPs, Thin Clients, RF scanners, label printers).
• Experience with end-user computing devices (PCs, laptops, tablets, phones, printers).
• Strong network troubleshooting basics.
• Excellent customer service and communication skills.
• Ability to work independently and in cross-functional teams.
• Able to work in a fast-paced environment with potential extra hours.
• Clear written and verbal communication.

Responsibilities

• Provide Tier II IT support via phone, email, on-site to end users.
• Install, configure, troubleshoot, and maintain hardware and software.
• Collaborate with Network and System Engineering for on-site needs.
• Evaluate problems, determine severity, and coordinate resolution with IT.
• Document incidents and actions for knowledge base.
• Develop documentation of tasks and incidents.
• Install and maintain office/warehouse equipment (desktops, laptops, printers, scanners).
• Maintain asset records by user and location.

Skills

Bachelor's degree

IT support

Microsoft Office

Troubleshooting

Remote/On-site support

Customer service

Communication

Documentation

Independent work

Team collaboration

Education

Bachelor’s Degree or equivalent

Tools

Microsoft Office

Warehouse automation tech

end-user computing devices

Job description

Job Summary

The Field Operations Analyst II provides IT support across Reliance. The Field Operations Analyst II is responsible for 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 Field Operations Analyst II must be able to quickly evaluate business problems and work towards solutions through collaboration across the IT organization. The Field Operations Analyst II must be articulate, process driven, and have a strong desire to deliver outstanding customer service.

Physical Requirements

Stand or Sit(Stationary position), Walk(Move, Traverse), Use hand/fingers to handle or feel (Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position), Climb (stairs/ladders) or balance (Ascend/Descend, Work atop, Traverse), Stoop, kneel, crouch, or Crawl(Position self(to), Move), Talk/hear(Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information), See (Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess), Pushing or Pulling, Reaching, Repetitive Motion

Function in the Job

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.

Job Function

Technical Support – Provides Tier II technical support via telephone, email, online or on-site to end users on a variety of technical issues and problem resolution techniques.

• Determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem
• Provide on-site support for remote IT groups such as Network and System Engineering
• Evaluate reported problems, determine issue severity, and collaborate with other IT departments to resolve the reported issue
• Identify, troubleshoot, research, and resolve routine technical problems
• Follow established policies and procedures for accessing a user's system remotely
• Work to develop additional technical knowledge and skills
• Provide practical solutions to a wide range of applications/technology problems/issues
• Identify repeatable incidents and create KnowledgeBase articles for the Incident Management system
• Develop and maintain documentation of assigned tasks, requests, and incidents
• Drive resolution of medium to high complexity customer reported issues via remote support and on-site visits Areas of responsibility include installing, troubleshooting, configuring, and maintaining office and warehouse computer equipment (e.g. desktops, laptops, monitors, scanners, multi-function printers, tag printers, tablets and cell phones)
• Manage and track all client-facing technology products, including hardware and software by documenting the products by user and location
• Build a historical record of issues by clearly documenting reported problems (incidents) and steps for resolving the problems using our Incident Management System
• Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures

Required Skills

• Bachelor’s Degree or equivalent work experience in a related field required
• 3+ years’ experience providing IT support in a warehouse/office environment required
• 3+ years’ experience with all Microsoft Office products required
• 3+ years’ experience supporting Warehouse automation products (Wireless access points, Thin Clients, RF scanners, and label printers) required
• 3+ years’ experience with various end user computing devices (PCs, Laptops, tablets, cell phones, and printers) from major manufacturing companies required
• Working knowledge and experience with troubleshooting network issues
• Excellent troubleshooting and analytical skills required
• Excellent customer service skills, with an ability to work with people with various technology backgrounds
• Must have the ability to communicate effectively (verbal and written) across all levels within an organization
• Detail oriented with interpersonal communication skills
• Must be self-motivated, extremely resourceful, and able to work independently, with minimal supervision and as part of a cross functional team
• Must be able to work in a fast-paced work environment; may be required to work additional hours to complete work efforts in response to reported customer problems and/or project assignments
• Excellent written, verbal, business, and technical communication skills required

Compensation Range

The anticipated compensation for this position is USD $35.39/Hr. - USD $42.62/Hr. depending on experience, qualifications, and location.