Information Technology Support Analyst

D&H Distributing; Fresno (CA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Employee Stock Ownership Plan

401k

Paid Time Off

Medical, Prescription, Dental and Vision benefits

Gym Reimbursement

Tuition Assistance

Job summary

A leading technology distributor seeks a Technology Service Center Analyst in Fresno, CA. The role focuses on providing exceptional end-user support, managing service requests, troubleshooting technical issues, and ensuring efficient operation within the IT Services department. Candidates should have a strong customer service background and technical aptitude, with opportunities for growth in a collaborative work environment.

Qualifications

• 1-2 years help desk or technical support experience.
• 1-2 years of customer service experience.
• Desire to learn in network, server, and system administration.

Responsibilities

• Provide end-user support for systems and applications.
• Utilize ServiceNow for ticket management.
• Troubleshoot applications and operating systems.

Skills

Analytical Skills

Problem-Solving

Communication

Attention to Detail

Team Player

Education

One year Certificate from College or Technical School

Relevant experience in customer service and technical support

Tools

ServiceNow

Microsoft Excel

Job description

19 hours ago Be among the first 25 applicants

Working Hours: Sunday: 7pm-3:30am, Mon-Fri: 3pm-11:30pm PST

D&H is growing! Join 100+ year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.

• We are empowered by our employee Co-Owners who provide the industry’s best service, and we promote a collaborative culture.
• We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!
• As a D&H Co-Owner you receive numerous discounts on services.
• We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.

SUMMARY

Technology Service Center (TSC) responsibilities include: Support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide phone support, onsite, and remote end-user client support (Windows).
• Provide equipment and cabling support, onsite and at our Distribution Centers.
• Install and teardown IT equipment as needed onsite and at our Distribution Centers.
• Utilize ServiceNow ticketing system to create, assign, triage and determine escalation path.
• Investigate and troubleshoot applications, operating systems and peripherals.
• Deploy and maintain computer, IP phone, scanner, and other peripherals.
• Basic network printing support.
• Build, maintain, and image desktop hardware and replace or upgrade legacy hardware.
• Test new applications and operating systems for compatibility.
• Ensure the asset management library is accurate.
• Assist with boxing and shipping of equipment.
• Other responsibilities as assigned.
• Travel to DCs as needed.

KNOWLEDGE, SKILLS, and/or ABILITIES

• Strong analytical skills, will require an extended knowledge of Microsoft Excel and/or other analytical software.
• Keen desire to learn & increase knowledge in network, server, & system administration.
• Strong troubleshooting skills including ability to diagnose root-cause and offer solutions.
• Ability to quickly become proficient in proprietary applications.
• Excellent written and verbal communication skills.
• Follow a process or procedures with guidance or instruction.
• Team-player attitude.
• Meticulous attention to detail.
• Willingness and ability to learn new technologies.

EDUCATION and/or EXPERIENCE

• One year Certificate from College or Technical School; or six to one year related experience and/or training or equivalent combination of education and experience.
• 1-2 years of impeccable customer service experience
• 1-2 years of help desk or technical support experience

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at D&H Distributing by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Tuition assistance

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