Technical Analyst II

Work Model: Onsite/Location Terre Haute, IN

Staples is business to business. You’re what binds us together.

Our digital solutions team is more than a traditional IT organization. We are a team of passionate, collaborative, agile, inventive, customer-centric, results-oriented problem solvers. We are intellectually curious, love advancements in technology and seek to adapt technologies to drive Staples forward. We anticipate the needs of our customers and business partners and deliver reliable, customer-centric technology services.

What you’ll be doing:

This position will allow you to work with many technologies and vendors. Your primary focus will be supporting the Staples Retail warehouse located in Terre Haute, IN as well as, remotely supporting other sites. This will include supporting the wired and wireless networks as well as providing day to day user support for pc’s and printers. You will also be part of a project team providing remote support for large projects outside of Terre Haute, projects led by a technical project manager.

Along with your technical responsibilities, you will be given business administrative tasks related to network gear costs, optimizations, and reporting. Tasks you may be requested to do include the management of the spare gear asset pool, ensure support maintenance licenses for gear and printers are updated on their respective vendor portals, ensure internal compliancy that all network assets are accurately reflected in ServiceNow, and conduct annual audits to ensure all network diagrams are accurate. You may be called upon to assist in the development and planning of the annual Network, Printers, and PC refreshes for each site as appropriate.

You will report to a remote Sr. Manager based in New England and at times will work directly with a technical project manager while working on projects. This position will be onsite 5 days per week and 24/7 on call coverage rotation (approximately 1 week every 10 weeks).

Typical support would include but not limited to:

• Network gear installation and configuration of Cisco routers and layer 2/3 switches.
• Extreme RF networks.
• Zebra, Kyocera printers, and multifunction devices.
• Work closely with 3rd party vendors for requesting quotes, writing purchase orders, and managing their work for projects.
• Assist in small to large project work for projects initiated by both Staples as well as 3rd party vendors.
• Maintenance of all relevant infrastructure documentation within Word, Visio, Excel.
• Supporting local and remote associate’s Windows 11 PC’s.
• Supporting Apple Mac devices.
• Microsoft 365 support.
• Configuring and installing network printers.
• Adhering to Service Levels while working on support tickets in ServiceNow.

What you bring to the table:

• Technical expertise in installations, configurations, maintenance of network equipment, services, and devices.
• Configuration, tuning, upgrading, and administration of infrastructure components.
• Evaluation of systems performance, capacity, and provides reports and recommendations to management.
• Troubleshooting and resolving PC / MAC related issues.
• Gathering of business requirements and the development functional specifications, reviews with Technical Engineers to ensure business centric solutions are consistent with Staples network standards.
• Local site contact who managed implementations, provided post-implementation end-user support and maintenance.
• Collaboration with network/Wi-Fi vendors on new and updates to existing technology.
• Can multiple-task and prioritize work to meet needs of the site and the project timelines..
• Schedule must be flexible during peak workload projects.
• Availability to work after hours and weekends to support major projects or stability issues as needed.
• Travel (day trips) in Missouri – 10%
• Travel - Possible other parts of the country for scheduled projects – 10%
• Must be available for scheduled 24/7 on call rotation approximately once every 10 weeks.
• Must have reliable transportation.
• Ability to lift and move computer equipment and printers.

What’s needed- Basic Qualifications:

• 3+ years of experience with WAN, LAN, and Wireless technologies.
• 3+ years’ experience with Cisco routers and switches and Extreme Networks Wi-Fi.
• 3+ years of personal computer experience: PC software / hardware, Windows 10, Apple/Mac
• Microsoft Office 365
• PC imaging & software deployment systems (SCCM)
• Apple/Mac imaging via JAMF
• Solid understanding of TCP/IP LAN and WAN networks
• Cisco stack and networking knowledge
• Good understanding of RF and security technologies

What’s needed- Preferred Qualifications:

• Avaya/Cisco IP-tel / VOIP experience a plus
• Experience in supporting Distribution and Supply Chain/Warehousing infrastructure environments.
• BS or BA degree in computer science, business administration or related field or equivalent experience

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more