IT Support Pro & Knowledge Center Advocate

O'Reilly Auto Parts; Springfield (MO); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive Wages & Paid Time Off

Stock Purchase Plan & 401k with Empire

Medical, Dental, & Vision Insurance w/

Team Member Health/Wellbeing Programs

Tuition Educational Assistance Program

Opportunities for Career Growth

Job summary

O'Reilly Auto Parts is seeking an IT Support Administrator to assist end-users with hardware and software issues, troubleshoot incidents, and provide guidance on IT applications and store operations. The role emphasizes second-level support, knowledge sharing, and documentation to improve service delivery.

The position requires a Bachelor's degree or equivalent, 7–12 months of experience in a similar IT support environment, and strong customer service and communication skills.

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 advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business.
• Provide second 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)
• Monitor overnight operations to ensure critical processes complete that allow for business units to function as desired when needed
• Help others get the most out of data management systems by providing support and advice.
• Help manage internal and external clients by carrying out standard activities and providing support to others in relation to projects, processes or documentation
• Produce, update, and provide best practice support on a wide range of documents, databases, and other departmental systems.
• Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.
• Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur.
• Use the knowledge management system to access specific information while helping others get the most out of the knowledge management systems and actively participating in Knowledge Centered Support ensuring documentation is created, curated and published for consumption
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Work according to an assigned schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
• 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.

Skills

Service desk experience

Problem analysis

Communication skills

Customer service

Research mindset

Teamwork / independence

Advanced technical knowledge

Education

Bachelor's degree

Tools

Jira

Confluence

Job description

O'Reilly Auto Parts is seeking an IT Support Administrator to assist end-users with hardware and software issues, troubleshoot incidents, and provide guidance on IT applications and store operations. The role emphasizes second-level support, knowledge sharing, and documentation to improve service delivery.

The position requires a Bachelor's degree or equivalent, 7–12 months of experience in a similar IT support environment, and strong customer service and communication skills.