IT SUPPORT ANALYST I

Company: D and H Distributing Co
Location: Clearwater
Posted on: October 23, 2024

Job Description:

SUMMARY

Technology Service Center (TSC) responsibilities include: Support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide phone support, onsite, and remote end-user client support (Windows).
• Provide equipment and cabling support, onsite and at our Distribution Centers.
• Install and teardown IT equipment as needed onsite and at our Distribution Centers.
• Utilize ServiceNow ticketing system to create, assign, triage and determine escalation path.
• Investigate and troubleshoot applications, operating systems and peripherals.
• Deploy and maintain computer, IP phone, scanner, and other peripherals.
• Basic network printing support.
• Build, maintain, and image desktop hardware and replace or upgrade legacy hardware.
• Test new applications and operating systems for compatibility.
• Ensure the asset management library is accurate.
• Assist with boxing and shipping of equipment.
• Other responsibilities as assigned.
• Travel to DCs as needed. KNOWLEDGE, SKILLS, and/or ABILITIES
  • Strong analytical skills, will require an extended knowledge of Microsoft Excel and/or other analytical software.
  • Keen desire to learn & increase knowledge in network, server, & system administration.
  • Strong troubleshooting skills including ability to diagnose root-cause and offer solutions.
  • Ability to quickly become proficient in proprietary applications.
  • Excellent written and verbal communication skills.
  • Follow a process or procedures with guidance or instruction.
  • Team-player attitude.
  • Meticulous attention to detail.
  • Willingness and ability to learn new technologies. EDUCATION and/or EXPERIENCE
    • Education
      • One year Certificate from College or Technical School; or six to one year related experience and/or training or equivalent combination of education and experience.
      • Experience
        • 1-2 years of impeccable customer service experience
        • 1-2 years of help desk or technical support experience

Keywords: D and H Distributing Co, Clearwater , IT SUPPORT ANALYST I, Professions , Clearwater, Florida