IT Support Analyst

Rocky Brands, Inc.; Nelsonville (OH); On-site; USD 42,000 - 65,000; Full time

Job summary

Rocky Brands, Inc. is seeking an IT Support Analyst to join our on-site team. The role covers end-user support, software and hardware installations, incident triage, and knowledge base maintenance.

The ideal candidate has at least 2 years in IT support, proficiency with Windows and Mac, Microsoft Office, TCP/IP and VPN, and the ability to learn new systems quickly. On-site work and on-call rotation are required.

Qualifications

• High School Diploma or equivalent required; an associate degree is preferred.
• At least 2 years of professional IT support experience.
• IT skills include Microsoft Office, Windows, Mac, TCP/IP and VPN.
• Ability to communicate technical information to non-technical personnel.
• Must be self-driven.
• Physical requirements include ability to lift up to 50 pounds.

Responsibilities

• Administer end-user workstations and support end-user activities (Windows/Mac).
• Enter, track, resolve, triage, and elevate incidents in the ITSM system.
• Onboarding/offboarding users and maintaining confidentiality.
• Troubleshoot networks, systems, and applications to identify issues and implement solutions.
• Provide second-level support to IT technicians and create knowledge base articles.
• Perform software installations and upgrades and assist with hardware upgrades.

Skills

Verbal communication

Written communication

Self-motivated

Ability to learn new systems

Education

High School Diploma or equivalent

Associate’s degree in a related field

Tools

Microsoft Office

Windows

Mac OS

TCP/IP

VPN

Job description

Rocky Brands is a leading designer, manufacturer and marketer of premium quality footwear and apparel marketed under a portfolio of well recognized brand names. Our brands have a rich history of representing high quality, comfortable, functional, and durable footwear. Our products are organized around six target markets: outdoor, work, duty, commercial military, military, and western. As part of our strategy of outfitting consumers from head-to-toe, we market complementary branded apparel and accessories that we believe leverage the strength and positioning of each of our brands. This is an on-site position. The chosen candidate will perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations, systems and networks meet Company and user requirements.

IT Support Analyst Essential Duties And Responsibilities

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties and responsibilities include, but are not limited to, the following;

• Administer end-user workstations and support end-user activities (Windows/Mac)
• Enter, track, resolve, triage, elevate incidents entered into company ITSM solution when reported
• Onboarding/off boarding Users
• Maintain Confidentiality regarding information being processed, stored, or accessed by the end-users on the network.
• Investigate user problems and identify source; determine possible solutions; test and implement solutions.
• Act as second level support for IT Support Technicians.
• Produce/Support Virtual Meetings
• Perform off-site hardware upgrades when applicable.
• Perform software and application installations and upgrades.
• Create and upkeep IT knowledge base articles
• Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational issues.
• On-call rotation
• Mobility Maintenance
• Equipment Tracking
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.

IT Support Analyst Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High School Diploma or equivalent required. Associate’s degree from a two-year college or technical school in a related field preferred.
• A minimum of two (2) years of professional experience in an Information Technology support role.
• Information Technology skills, including Microsoft Office, Windows, Mac, TCP/IP and VPN.
• Ability to communicate technical information to non-technical personnel.
• Must be self-driven
• Physical Requirements: Normal, corrective vision range; ability to see color and distinguish letters, numbers and symbols. Frequently required to sit, stand, walk, talk, hear, bend, crawl and reach. Ability to reach with hands and arms. Occasionally lift and/or move up to 50 pounds.