IT Support Analyst I — Help Desk & End-User Tech

O'Reilly Auto Parts; Springfield (MO); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Stock Purchase Plan

401k with Employer Contributions

Medical, Dental, & Vision Insurance

Tuition Educational Assistance

Career Growth

Job summary

O'Reilly Auto Parts is seeking an IT Support Analyst I to assist end-users with hardware and software issues, perform first-line troubleshooting, and resolve incidents according to documented procedures. You will work with phone, chat, and internal ticketing, provide excellent customer service, and contribute to knowledge base and policy adherence.

Bachelor's degree and basic help desk experience are preferred.

Qualifications

• Bachelor's degree or equivalent level is required.
• Basic help desk experience (4–6 months) preferred.
• Ability to analyze computer problems and implement solutions.
• Excellent interpersonal and communication skills, written and verbal.

Responsibilities

• User Support via phone, chat and internal ticketing system; provide hardware, software, and end-user support.
• Provide first level troubleshooting for incidents related to computer systems, servers, software, POS hardware, store operations, telephony, LAN/WAN.
• Data Management: access information using data management systems.
• Help manage internal clients and provide support to others.
• Produce and update documents; manage databases and other systems; assist with budget and time/expense recording.
• Initial fault isolation and propose resolutions for approval by senior staff.
• Utilize knowledge management system to access information and contribute to Knowledge Centered Support.
• Follow mandatory procedures to meet quality standards and compliance codes.
• Work according to assigned schedules.

Skills

Analytical

Communication

Customer Service

Teamwork

Troubleshooting

Independent

Education

Bachelor's Degree or Equivalent

Tools

Ticketing System

LAN/WAN Basics

TCP/IP Basics

Office Software

Job description

O'Reilly Auto Parts is seeking an IT Support Analyst I to assist end-users with hardware and software issues, perform first-line troubleshooting, and resolve incidents according to documented procedures. You will work with phone, chat, and internal ticketing, provide excellent customer service, and contribute to knowledge base and policy adherence.

Bachelor's degree and basic help desk experience are preferred.