Senior Analyst, IT Client Services

Responsibilities

• Demonstrates knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
• Confers with end users, technology teams, and vendors to resolve incidents and fulfill requests.
• Diagnose and resolve unique problems with hardware, software and operating systems; determine the source of problems and classify their level, priority and nature.
• Configure, deploy, maintain, troubleshoot, inventory and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Installs/removes/configures hardware and software.
• Address user tickets within documented service levels
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Provide prompt and accurate feedback to clients and follow up with clients to ensure their systems are functional
• Able to work independently or via a team collaboration process
• Experience providing support via in-person, phone, or remote methods
• Partners with end users to correlate business requirements to technology solutions (strong business acumen)
• Prioritize and manage several open issues at one time
• Properly escalate unresolved issues to appropriate internal teams
• Individual will have a primary support role. This includes after hour and weekend support as needed
• Periodic travel to support business initiatives is required

Qualifications

• Two-year degree in related field or equivalent work experience, preferred
• 2+ years’ experience in related field, preferred
• Experience supporting multi-platform environments including the following: Windows10, Windows 11, Citrix Environment, Microsoft W365, AWS desktops, Android, SOTI, preferred
• Detailed knowledge of PC hardware, operating systems, network configuration, server interaction, diagnostics and troubleshooting, preferred
• Working knowledge of hardware, hardware build, configuration, compatibility, upgrades, diagnostics and troubleshooting, and desktop-based security methodologies, preferred
• Working knowledge of configuration and troubleshooting of warehouse technologies such as laser printers, Zebra printers, wearable/handheld terminals, and IWD/RF scanners, preferred
• Understanding of basic network topology, Ethernet, Wireless and TCP/IP protocol, preferred
• Proactive, innovative, and creative in meeting customer and enterprise needs
• Strong analytical, problem solving, organizational, and planning skills
• Understanding of project management theory and team dynamics
• Work well both independently and as a member of a high-performing team
• Excellent verbal and written communication skills
• Experience in a warehouse environment, preferred

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs