IT Support Analyst

Socket.dev; Kentucky; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive wages

401k plan

Medical, dental, and vision

Wellbeing programs

Tuition assistance

Career growth opportunities

Job summary

O’Reilly Auto Parts is seeking an IT Support Analyst to assist end-users with hardware, software, and store systems. You will respond to inquiries, diagnose issues, and propose solutions within documented procedures and service-level targets.

You’ll provide first-level troubleshooting for computers, servers, POS hardware, LAN/WAN, telephony, and related systems, while helping maintain documentation and supporting internal clients.

Qualifications

• Experience in Service Desk with IT support.
• Ability to diagnose and resolve computer problems.
• Excellent written and verbal communication and customer service.
• Willingness to research and think creatively.
• Ability to work independently or in a team.
• Advanced technical knowledge of computer systems.

Responsibilities

• Provide first-level troubleshooting for hardware, software, POS, and network issues.
• Respond to end-user inquiries and diagnose problems.
• Create and maintain knowledge base and documentation.
• Assist with purchasing, budgeting, and time/expense tracking.
• Support remote operations and store systems.
• Follow documented procedures and SLAs.
• Develop knowledge of policies, regulatory codes, and conduct.
• Participate in training and development.
• Access data via management systems.
• Support internal clients and teammates.

Skills

Service desk experience

Analytical thinking

Communication skills

Customer service

Research mindset

Independent work

Technical knowledge

Education

Bachelor's degree or equivalent

CompTIA Linux+ Certification

Job description

Responsibilities and Duties

The IT Support Analyst helps end-users resolve issues with computer hardware or software. This position responds to user inquiries, troubleshoot and diagnose problems, and identify solutions with IT equipment and applications.

Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively.

Provide first level troubleshooting and support for incidents related to computer systems, servers, software, point of sale hardware, store operations, telephony, LAN (Local Area Network) & WAN (Wide Area Network)

Produce, update, and provide best practice support on documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.

Provide initial fault isolation and support in proposing resolution for approval by more senior colleagues to limit and address issues promptly.

Use the knowledge management system to access specific information participating in Knowledge Centered Support ensuring documentation is created, curated and published for consumption

Work according to an assigned schedule.

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Use data management systems to access specific information as and when required.

Help manage internal clients by carrying out standard activities and providing support to others.

Skills

Required

Previous Service Desk or O’Reilly’s support desk experience.

Ability to analyze computer problems with the intent to develop and implement logical and effective solutions.

Excellent interpersonal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills.

Ability to provide Excellent Customer Service skills to end users.

Display a willingness to perform research and think outside the box.

Capability to operate independently and in a group setting.

Advanced technical/computer knowledge.

Preferred

Monitors, diagnoses and fixes problems with technology products.

Expresses ideas, requests action, formulates plans, and policies by means of clear and effective verbal communications.

Puts processes in place to support the creation and use of the information, data and intellect that exists in the Team Members who work for an organization, to support the achievement of goals.

Employs a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.

Understands and effectively uses standard office equipment and standard software packages to support business processes.

Installs, sets up, configures, and manages software and environments.

Selects and deploys the appropriate office system and to use it to optimum effect.

Sets up and maintains operating systems.

Utilizes systems and tools required to search for new data or retrieve existing data in a database.

Troubleshoots and understands TCP/IP Networking fundamentals.

Bilingual written and verbal skills.

Comp TIA Linux+ Certification.

Education: Bachelor's Degree or Equivalent Level

Experience: Basic experience of simple office / operational systems (4 to 6 months)

O’Reilly Auto Parts has a proven track record of growth and stability. O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.

Total Compensation Package

• Competitive Wages & Paid Time Off
• Stock Purchase Plan & 401k with Employer Contributions Starting Day One
• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
• Team Member Health/Wellbeing Programs
• Tuition Educational Assistance Programs
• Opportunities for Career Growth

O’Reilly Auto Parts is an equal opportunity employer. The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.

Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: [e-mail] or call [phone] option, and provide your requested accommodation, and position details.