Senior IT Support Analyst

Role Overview

• Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business.
• 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)
• Help others get the most out of data management systems by providing support and advice.
• Help manage internal clients by carrying out standard activities and providing support to others.
• 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.
• Help others get the most out of knowledge management systems by offering support and advice along with 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.

Requirements

• 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.
• High level of knowledge with Jira and Confluence software.
• Troubleshoots and understands TCP/IP Networking fundamentals.
• Comp TIA Linux+ Certification.
• ITIL Foundations.
• Bachelor's Degree or Equivalent Level

Tech Stack

• Linux
• TCP/IP

Benefits

• 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