IT Support Analyst

About the role

The IT Support Analyst at O'Reilly Auto Parts provides 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).

Responsibilities

• Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business.
• 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.
• 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.
• 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.
• Troubleshoot and understand TCP/IP Networking fundamentals.

Requirements

• Previous Service Desk or O'Reilly's support desk experience.
• 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.

Skills

• Comp TIA Linux+ Certification.
• ITIL Foundations.
• Bachelor's Degree or Equivalent Level Experience.
• High level of knowledge with Jira and Confluence software.
• Bilingual written and verbal skills.

Benefits

• Competitive Wages & Paid Time Off
• Stock Purchase Plan & 401k with Employer Contributions
• Total Compensation Package
• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
• Team Member Health/Wellbeing Programs
• Tuition Educational Assistance Programs
• Opportunities for Career Growth

Pay

Starting Day One

Schedule

Flexible