IT Support Analyst I (Onsite Position)

O'Reilly Auto Parts; Springfield (MO); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Job summary

O'Reilly Auto Parts is seeking an IT Support Analyst I to assist end-users with hardware and software issues, resolving inquiries and diagnosing problems. The role emphasizes timely support across phone, chat, and ticketing channels, with a focus on good customer service and effective communication.

The ideal candidate will possess a Bachelor's degree or equivalent, basic help desk experience (4–6 months), and bilingual written and verbal skills.

Qualifications

• Bachelor's Degree or equivalent required.
• Basic help desk experience (4–6 months) preferred.
• Bi-lingual written and verbal skills.

Responsibilities

• Provide hardware, software and end-user support via phone, chat and ticketing system. Follow documented procedures and SLA targets.
• Provide first level troubleshooting for incidents related to computer systems, servers, software, POS hardware, store operations, telephony, LAN/WAN.
• Access data management systems to retrieve information as required and assist internal clients.
• Produce, update and share best-practice documentation for knowledge bases and departmental systems.

Skills

Customer service

Troubleshooting

Communication

Problem analysis

Teamwork

Independent work

Bilingual

Education

Bachelor's degree or equivalent

Tools

CompTIA Linux+

Job description

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

Responsibilities And Duties

• User Support via phone, chat and internal ticketing system: 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).
• Data Management: Use data management systems to access specific information as and when required.
• Client & Customer Management (Internal): Help manage internal clients by carrying out standard activities and providing support to others.
• Administration: Produce, update, and provide best practice support on document management, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
• Faults Diagnosis and Correction: Provide initial fault isolation and support in aliment with current SOP’s, or proposing resolution for approval by more senior colleagues to limit and address issues promptly.
• Knowledge Management System: Use the knowledge management system to access specific information participating in Knowledge Centered Support ensuring documentation is created, curated and published for consumption.
• Operational Compliance: Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Work Scheduling and Allocation: Work according to an assigned schedule.

Skills

Required:

• 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 out of the box
• Capability to operate independently and in a group setting

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.
• 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.
• Bi-lingual written and verbal skills.
• Comp TIA Linux+ Certification.

Education:

Bachelor's Degree or Equivalent Level

Experience:

Basic experience of help desk operations and 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.