IT Support Analyst

1 month ago


Cleveland, United States Everstaff Full time
Job DescriptionJob DescriptionEverStaff, a recruiting firm, seeks a candidate for our Direct Hire position with a top client, offering excellent work culture, benefits, and growth potential. We are looking for an experienced IT Support AnalystDetails:Schedule: Monday to Friday; 8am to 5pm (On-Site) Annual Salary: $52,000 DOE Benefits:Full Benefits offered and PTO.SummaryThe IT Support Analyst will deliver primary technical assistance to end users concerning various hardware, software, and peripheral issues. They will also handle the documentation, response, and resolution of service tickets promptly. This role requires excellent problem-solving skills to diagnose, evaluate, and address complex issues, with the ability to escalate or reroute them to the appropriate IT team member(s) when necessary.Essential Duties & Responsibilities:
  • Conduct root cause analysis and implement corrective measures.
  • Gain proficiency with the installed Warehouse Management System (WMS), Warehouse Control System (WCS), and Enterprise Resource Planning (ERP) solutions.
  • Provide support for Distribution Center operations and related use cases.
  • Validate pick, pack, and ship operations within a test environment.
  • Develop software procedures and controls to prevent problems.
  • Support a variety of platforms, including desktops, notebooks, mobile devices/handheld scanners, printers, and other networked equipment.
  • Deliver exceptional customer service in person, over the phone, and via email.
  • Troubleshoot and resolve help desk issues related to hardware and software.
  • Manage ERP, WMS, and WCS user access administration.
  • Attend department meetings.
  • Participate in bi-monthly conference calls with the WMS vendor to coordinate ticket resolutions.
  • Stay current with technical skills by engaging in educational opportunities, reading professional publications, maintaining a personal network, and participating in professional organizations.
  • Maintain communication with the IT Project Manager and Director, IT/OPEX about ticket status and resolution.
  • Coordinate WMS/WCS software upgrades with the solution vendor and internal teams.
Education & Experience:
  • Associate degree in technology; 2–4 years of work experience.
  • Proficiency in software and hardware troubleshooting.
  • Experience in remote help desk support.
  • Working knowledge of Microsoft desktop solutions, including M365, SharePoint, OneDrive, Power BI, Power Automate, and Windows Server 2019+.
  • Ability to communicate requirements and expectations effectively to solution providers.
  • Experience documenting IT configurations, processes, and change management information.
Job Knowledge, Skills & Abilities:
  • Strong customer service orientation.
  • Proven analytical and problem-solving capabilities.
  • Ability to prioritize and execute tasks effectively in high-pressure environments.
  • Excellent interpersonal and communication skills.
  • Project leadership abilities.
  • High self-motivation.
  • Keen attention to detail.
  • Ability to gather and formalize requirements and communicate them effectively to solution vendors.
  • Competence in collaborative work environments.
If you meet the qualifications outlined above, we encourage you to apply, and we'll schedule an interview with you. All qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other protected status under the law. EverStaff is an equal opportunity employer (M/F/D/V/SO/GI)
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