Sr. IT Support Technician

O'Reilly Auto Parts; Kentucky; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive wages

401k with employer contributions from

Medical, Dental, & Vision Insurance

Team Member Health/Wellbeing Programs

Tuition Educational Assistance

Job summary

O'Reilly Auto Parts is seeking a Sr IT Support Tech to resolve hardware and software issues, respond to user inquiries, and diagnose problems with IT equipment and applications. Provide second-line support per documented procedures and SLAs, while documenting and maintaining data in the CMDB and knowledge base.

Responsibilities include data entry accuracy, initial fault isolation, and standard installation under guidance.

Qualifications

• Proven experience as IT Support Tech II or similar role.
• Analytical mindset with ability to diagnose hardware/software issues.
• Excellent written and verbal communication skills.

Responsibilities

• Provide second-line hardware, software, and end-user support per procedures and SLAs.
• Enter and verify data in company systems to ensure accuracy and accessibility.
• Perform initial fault isolation and propose resolutions for senior approval.
• Install and configure standard software with detailed guidance and troubleshoot basic problems.
• Maintain CMDB data and assist others with data management systems.

Skills

IT support experience

Store hardware knowledge

Strong communication

Problem diagnosis

Team collaboration

Education

Bachelor's Degree or Equivalent Level

Tools

Jira

Confluence

Job description

The Sr IT Support Tech helps resolve issues with computer hardware or software. This position responds to user inquiries, troubleshoot and diagnose problems, and identify solutions with IT equipment and applications.

Responsibilities and Duties:
Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively.
Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
Provide initial fault isolation and support in proposing resolution for approval by more senior colleagues to limit and address issues promptly.
Carry out standard installation and configuration activities under detailed guidance. Troubleshoot basic technical or operational problems by applying previously defined solutions.
Carry out standard maintenance and repair activities under detailed guidance. Troubleshoot basic technical or operational problems by applying previously defined solutions and evaluate hardware to determine if repairable or for recycle
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.
Help others get the most out of data management systems by providing support and advice along with tracking and maintenance of the CMDB (Configuration Management Data Base)

Skills:
Required:
Previous experience as an IT Support Tech II.
Advanced knowledge of store hardware.
Ability to utilize power equipment in a warehouse setting.
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.
Display a willingness to perform research and think outside the box.
Capability to operate independently and in a group setting.
Advanced technical/computer knowledge.

Preferred:
Monitors, diagnoses and fixes problems with technology products.
Configures, operates, and manages hardware assets.
Identifies, diagnoses and resolves technical problems in line with prescribed solution options.
Sets up and maintains operating systems.
Plans, organizes, prioritizes and oversees activities to efficiently meet objectives and project goals.
Employs a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.
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.
Expresses ideas, requests action, formulates plans, and policies by means of clear and effective verbal communications.
Understands and effectively uses standard office equipment and standard software packages to support business processes.
Installs, sets up, configures, and manages software and environments.
High level of knowledge with Jira and Confluence software.
ITIL Foundations.

Education : Bachelor’s Degree or Equivalent Level
Experience: Basic experience of 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 417-862-2674, ext. 68901, and provide your requested accommodation, and position details.

Consistent with internal policy and applicable law, the Company electronically monitors the use of Company-provided systems, including telephone conversations and transmissions, Internet access and usage, and electronic mail and transmissions. The Company additionally employs video cameras in common internal and external areas.