Associate Analyst, IT Support (Onsite)

Role Overview

The position is a regular, full-time hourly role classified as Level 3 management level, with 40 scheduled weekly hours and a 100% full-time equivalent (FTE) workload. The role is non-exempt and located in Moreno Valley, US.

Responsibilities

• Responding to and prioritizing incoming support requests via telephone, voicemail, email, and in-person, addressing issues with hardware, software, networking, and related technologies.
• Loading and tracking issues in the JIRA or BMC ticketing system, adhering to service level agreements (SLAs), and maintaining problem documentation.
• Assisting with network account setup and maintenance in Active Directory (AD), Multi-Factor Authentication (MFA), and Exchange within an ISO-compliant environment.
• Troubleshooting and resolving user problems, escalating more complex issues as needed.
• Imaging computers to company standard builds and contributing to image updates.
• Supporting audio/visual equipment, conference rooms, and network hardware including phones, projectors, and video conferencing tools.
• Troubleshooting warehouse equipment such as RF barcode scanners, Zebra label printers, and other peripherals.
• Learning and supporting Distribution Center equipment functionality and configuration.
• Communicating issues and facilitating escalation processes during incidents or outages, collaborating with peers and incident management teams.
• Providing status updates to management and building relationships with warehouse operations by understanding workflows.
• Writing and revising user instruction materials and backend process documentation.
• Participating in project-oriented tasks for service improvements and changes.

Qualifications And Experience

• Enthusiastic self-starters with problem-solving skills, mental agility, and the ability to quickly make an impact.
• Demonstrated grit, initiative, fast learning ability, and effective teamwork.
• Solid business acumen, attention to detail, and a big-picture perspective.
• Able to work autonomously and flexibly while delivering results.
• Minimum of five years of experience supporting client desktop environments, especially Microsoft desktop operating systems and application suites.
• Experience with Windows 10, 11 and MAC environments, installation and maintenance of LAN/Desktop hardware and software including Microsoft Office 2013/2016 and M365 suite, and multiple hardware platforms.
• Knowledge of imaging system software fundamentals and certifications or experience with Microsoft MCSE/ITIL and Cisco VoIP are desirable.
• Previous experience in a warehouse environment is also preferred.

Benefits

• Comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance.
• Sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA).
• Commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.
• Paid Time Off (PTO), 11 paid holidays plus 3 floating days, and eligibility for 14 weeks of primary caregiver or two weeks of secondary caregiver leave.