IT Support Analyst I

4 weeks ago


Newnan, United States D and H Distributing Co Full time
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


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