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Technical Support Analyst

2 months ago

Cleveland, Ohio, United States Heinens Inc Full time
Job Overview

Company Background

Established in 1929, Heinen's is a leading grocery store chain recognized for its exceptional product quality and customer service. With a legacy now in its fourth generation, Heinen's operates 23 locations and maintains a strong commitment to an associate-first culture, ensuring a high quality of life for all employees through competitive compensation, professional growth opportunities, and balanced work schedules.

Position Summary:

The IT Specialist is responsible for the support and maintenance of internal computer systems. This role involves planning, coordinating, and executing installations, diagnostics, repairs, maintenance, and upgrades for workstations, servers, and other computing devices to guarantee optimal functionality. The specialist will collaborate closely with engineers, software developers, system administrators, and the Help Desk team to effectively troubleshoot issues, providing assistance to end-users as necessary.

Key Responsibilities:

  • Conducts on-site analysis, diagnosis, and resolution of intricate desktop and server issues, recommending and implementing corrective measures, including remote support for users as required.
  • Monitors existing systems to ensure their structural integrity and performance.
  • Assists in the design and deployment of new hardware and software solutions.
  • Installs, configures, tests, maintains, and troubleshoots end-user workstations, servers, and associated hardware and software to meet service-level expectations.
  • Implements and oversees security measures and backups to safeguard data integrity.
  • Develops automation scripts to minimize manual tasks.
  • Evaluates the necessity for and executes performance enhancements for workstations and servers.
  • Collaborates with Network Engineers to ensure the efficient operation of the organization's computing environment.
  • Responds to and executes moves, additions, and change requests submitted by engineers, software developers, system administrators, and Help Desk personnel.
  • Engages with third-party support and equipment vendors when necessary.
  • Researches alternative technological solutions to enhance various business functions.
  • Performs other related duties as required.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Engineering, or equivalent professional experience.
  • Preferred certifications in computer science.
  • Minimum of 2 years of experience in IT systems, installation, and application support.
  • Proficient in remote support, routers, networking, and hardware troubleshooting.
  • Experience with Windows operating systems.
  • Strong understanding of LAN, WAN, WLAN, and WWAN design and implementation.
  • Ability to install operating systems, drivers, and applications effectively.
  • Excellent written and verbal communication skills.
  • Mid-level application support experience with Microsoft Office, Office 365, Exchange, Outlook, Active Directory, and help desk software.

Working Conditions:

  • Extended periods of sitting.
  • Mobile, on-site support for various locations as needed.
  • Ability to lift and transport moderately heavy objects, such as computers and peripherals.
  • Willingness to bend or crawl under desks to access network switches and power strips.
  • Occasional travel to support significant issues.

Heinen's, Inc. is committed to providing equal employment opportunities to all individuals, regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by law.