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IT SUPPORT ANALYST I

Company: D and H Distributing Co
Location: Clearwater
Posted on: October 23, 2024

Job Description:

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

Keywords: D and H Distributing Co, Largo , IT SUPPORT ANALYST I, Professions , Clearwater, Florida

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