Remote IT Support Analyst — Store Tech Ops

Theisen's Home Farm Auto; Dubuque (IA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Flexible spending accounts

Short-term and long-term disability

PTO

Holidays

Birthday-off with pay

Associate discount

401K match

Job summary

Theisen's Home Farm Auto is seeking an IT Support Analyst to provide remote technical assistance for associates and store locations company-wide. You will handle day-to-day issues via phone, email, and ticketing, while maintaining logs and documentation.

You will administer Microsoft 365, Active Directory, and line-of-business apps, install and maintain phone systems, and support security tools. Occasional field travel is required.

Qualifications

• Education: Vocational training or an associate’s degree in a Computer Science related field.
• Experience: 2 - 4 years of educational or on-the-job experience in IT support or help desk.

Responsibilities

• Provide remote technical assistance and support to associates relating to hardware and software issues via phone, remote access, email, and the ticketing system.
• Own and maintain trouble logs on support requests using the ticketing system, ensuring timely follow-up and resolution.
• Provide day-to-day administration and support of business software systems, including Microsoft 365 (user accounts, access, and licensing), Active Directory/identity management, and core line-of-business applications.
• Install and maintain analog and VoIP phone system hardware across locations.
• Process account and access requests: user account creation, password resets, group membership, and basic permissions administration.
• Help maintain the company antivirus and endpoint security software, ensuring licenses are current and systems are kept up to date.
• Assist with patch deployment and system management on mobile, desktop, and server systems through automated system management (RMM) software.
• Prepare and maintain procedural documentation and end-user guides to assist with software support and onboarding.
• Assist in testing new software procedures and upgrades prior to company-wide rollout.
• Support basic remote network and Internet connectivity troubleshooting (routers, remote access, VPN) in coordination with the Field Technician for on-site issues.
• Escalate or coordinate hardware and on-site issues to the Field Technician as needed and follow up to ensure ticket closure.
• Escalate complex infrastructure, security, and systems issues to the Systems Administrator.
• Partner with the Systems Administrator to build and maintain the recurring store site visit schedule, targeting a visit to each store every two months outside of reset and construction projects.
• Assist with equipment deployments, cabling, and store technology projects during scheduled field visits.
• Any other duties as requested by management.

Skills

Windows support

Microsoft 365 administration

Active Directory

RMM platforms

VPN and remote access

IT ticketing systems

Phone and email support

Education

Associate's degree in CS-related field

Tools

Windows Server

Microsoft 365

Job description

Theisen's Home Farm Auto is seeking an IT Support Analyst to provide remote technical assistance for associates and store locations company-wide. You will handle day-to-day issues via phone, email, and ticketing, while maintaining logs and documentation.

You will administer Microsoft 365, Active Directory, and line-of-business apps, install and maintain phone systems, and support security tools. Occasional field travel is required.