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IS Support Analyst I - Swing Shift

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Information Services
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100007IZ Requisition #
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General Position Summary:

Provide Business Partner operations support for all IS systems at the Distribution Center (DC). Maintain computer hardware and ensure availability of supplies. Act as primary desk-top hardware and software support for DC Business Partners. Act as Distribution Center IS liaison with Corporate Desktop Services group. Assist in ensuring system quality, integrity and performance. This position will be on a swing shift M-F 250p - 1120p with occasional overtime and potential Saturdays during peak season.

 
Essential Functions/Responsibilities:
  • Maintain computer equipment, printers, and work with Distribution Center Purchasing department to ensure availability of all supplies.  Check and evaluate equipment on a regular basis to reduce system downtime.
  • Support users in all Microsoft applications (Windows, Word, Excel, MSQuery, etc.).
  • Support users encountering PC hardware and/or software problems.
  • Maintain computer hardware by installing new components. Test all changes and train end users on use of new computer hardware/software features.
  • Troubleshoot network problems and work closely with corporate IS to resolve problems in a timely manner.
  • Provide support to staff using radio-paging systems by troubleshooting problems and maintaining radio frequency equipment, thermal transfer printers, HP LaserJet printers, and other equipment utilized for production within the Distribution Center.
  • Perform liaison duties for Distribution Center IS with corporate Desktop Services department.
  • Responsible for handling all aspects of Distribution Center Help Desk tickets including working directly with DC staff, documenting problems and/or solutions; updating and closing tickets as issues are resolved.
  • Understand and be responsible for system escalation procedures.  Coordinate efforts for reporting and resolution with Corporate Operations staff.
  • Work with department personnel and other corporate staff to ensure adherence to Desktop and Operational policies and standards.
  • Create and maintain accurate documentation of Distribution Center hardware, software, maintenance records and vendor contacts for repairs and service.

 Specific Job Skills:

  • 2+ years of relevant experience in a similar field
  • Certification(s) and/or BS Degree.  Education may be used to substitute a portion of other core competency requirements
  • Learns by occasionally experimenting and determining cause/effect of settings and configurations in anticipation of customer calls.
  • Has general understanding of the business use of tools and applications supported and their criticality to the business
  • Ability to work effectively under pressure during peak operating periods. 
  • Extensive experience with PC’s, networks, mid-range computer operations, radio frequency equipment, and distribution operations.
  • Must be able to work with the Data Processing system to retrieve data and analyze computer operations. 
  • Mental ability to conduct complicated interactions with other departments.
  • Organize and prioritize work and logically develop work plans.  Troubleshoot, solve problems, and make logical decisions. 
  • Operate independently and using discretion.
  • Ability to effectively operate a windows-based computer. 
  • Working knowledge of ITIL framework and experience working within a support environment utilizing Incident, Change and Problem Management 

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company. 

 

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