IT Operations Support Analyst I

Classification
Non-Exempt

Reports to
IT Operations Support Team Lead

JOB DESCRIPTION

Summary/Objective
The Operations Support Analyst I acts as a customer advocate, triaging, and resolving issues and escalating support issues to appropriate personnel. Provides primary support to internal end users related to hardware, software and administrative issues. Works closely with Operations Support Analyst II and Staff Analyst on troubleshooting complicated support issues and technical development.

Essential Functions

1. Responsible for handling user requests that come in via phone and IT service management system with white-glove customer service experience.
2. Answers, evaluates, and prioritizes service requests received via multiple service channels which can include ticketing systems, phones, and chat for users’ various needs.
3. Act as customer advocate, researching, troubleshooting and pushing for thorough resolution of issues in a timely manner.
4. Responsible for communicating plans, progress, and issues in a timely manner to appropriate personnel, including follow-up to end users.
5. Responsible for recording issues using standard ticketing system and maintain historical records for related problem documentation.
6. Troubleshoot and support proprietary software programs as well as third party software and applications.
7. Troubleshoot hardware in a retail or business environment which can include but not limited to desktops, laptops, tablets, payment terminals, and store technology.
8. Supports VIP level requests with elevated customer service.
9. Available to travel to headquarters and retail locations periodically for training or special projects.
10. Responsible for adhering to company documented processes and reporting discrepancies to appropriate personnel.

Competencies

1. Customer Focus: Knowing the (internal and external) customer business needs and acting; accordingly, anticipating customer needs and giving high priority to customer satisfaction and customer service.
2. Adaptability: Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, and responsibilities.
3. Oral Communication: Shaping and expressing ideas and information in an effective manner.
4. Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
5. Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
6. Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.
7. Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.
8. Results Orientation: Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to act and show tenacity in case of obstacles or resistance.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates primarily in a professional remote environment with travel to headquarters and retail locations as needed.

Physical Demands
Must be able to perform repetitious hand/eye movement. Must be able to sit for long periods of time. Must be able to utilize a monitor/screen for long periods of time.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are dependent upon business needs. May have an opportunity for additional hours based on projects or business needs.

Travel

1 – 10%

Required Education and Experience

1. High School diploma or equivalent experience required.

Preferred Education and Experience

1. AS degree in technical field.
2. 1-year minimum verifiable technology support.
3. Industry N+ / A+ / S+ certifications.
4. Experience with Microsoft and IOS operating systems.
5. Experience with Active Directory.
6. Basic knowledge of Networking.

AAP/EEO Statement
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.