IT Support Analyst I — Growth, Tech Mastery & Helpdesk

O'Reilly Automotive Stores; Springfield (MO); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive wages

PTO

Stock purchase plan

401k from day one

Medical, dental, vision insurance

Tuition assistance

Career growth opportunities

Job summary

O’Reilly Auto Parts is seeking an experienced IT Service Desk professional to provide first-line support for hardware, software, and store operations. You will troubleshoot incidents, access knowledge resources, and ensure timely resolution in line with procedures and SLAs.

The role emphasizes strong customer service, communication, and the ability to work independently or in a team, while developing technical proficiency and adherence to company policies and standards.

Qualifications

• 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.

Responsibilities

• 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 & WAN
• Produce, update, and provide best practice support on documents, databases, and other departmental systems.
• 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.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• 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

Service desk experience

Troubleshooting

Customer service

Communication skills

Teamwork

Technical knowledge

Education

Bachelor's Degree or Equivalent Level

Job description

O’Reilly Auto Parts is seeking an experienced IT Service Desk professional to provide first-line support for hardware, software, and store operations. You will troubleshoot incidents, access knowledge resources, and ensure timely resolution in line with procedures and SLAs.

The role emphasizes strong customer service, communication, and the ability to work independently or in a team, while developing technical proficiency and adherence to company policies and standards.