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Information Technology Support Analyst - Springfield, United States - O'Reilly Auto Parts
Description
Under general supervision, provide first line contact for issues including technical software, hardware, and network problem resolution along with operational assistance to all store system users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. Clearly communicate technical solutions in a user-friendly, professional manner. Provide one-on-one end-user training as needed. Escalate more complex end-user incidents and problems. Perform related work as required.
ESSENTIAL JOB FUNCTIONS
Prevent the interruption of business by ensuring store POS software, store and distribution center servers, and network devices are operational at all times.
Direct communication with store personnel, field management, and corporate users.
Provide technical assistance and support for incoming issues related to computer systems, software, hardware, and store operations over the phone. This service is available to the stores 24 hours a day, 7 days a week.
Approximately 80% of time is spent in the phone queue.
Provide first level troubleshooting for Server, Telephony, Local Area Network (LAN), Wide Area Network (WAN).
Identify and analyze computer problems. Develop and implement logical and effective solutions.
Escalate advanced issues.
Responsible for supporting the installation, modification, and repair of computer hardware over the phone.
Provide excellent customer service.
Provide overflow support for other departments after hours.
Assist in the implementation of technology projects.
SKILLS/EDUCATION/KNOWLEDGE/EXPERIENCE/ABILITIES
Required:
Excellent inter-personal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills
Critical thinking and troubleshooting skills
Excellent customer service skills.
Ability to think outside-the-box, perform research, and operate independently or in a group setting.
Basic technical/computer knowledge
Desired:
Bi-lingual written and verbal skills
CompTIA Linux + Certification or equivalent
Cisco CCENT Certification or higher
Associate degree or higher preferred or 2 years of help desk experience
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:
O'Reilly Auto Parts is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.
Reasonable Accommodations: Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
