The IT Support Analyst II helps end-users resolve issues with computer hardware or software. This position responds to user inquiries, troubleshoot and diagnose problems, and identify solutions with IT equipment and applications.
Responsibilities and Duties:
Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively.
Provide first level troubleshooting and support for incidents related to computer systems, servers, software, point of sale hardware, store operations, telephony, LAN (Local Area Network) & WAN (Wide Area Network)
Produce, update, and provide best practice support on documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
Provide initial fault isolation and support in proposing resolution for approval by more senior colleagues to limit and address issues promptly.
Use the knowledge management system to access specific information participating in Knowledge Centered Support ensuring documentation is created, curated and published for consumption
Work according to an assigned schedule.
Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Use data management systems to access specific information as and when required.
Help manage internal clients by carrying out standard activities and providing support to others.
Skills:
Required:
Previous Service Desk or O'Reilly's support desk experience.
Ability to analyze computer problems with the intent to develop and implement logical and effective solutions.
Excellent interpersonal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills.
Ability to provide Excellent Customer Service skills to end users.
Display a willingness to perform research and think outside the box.
Capability to operate independently and in a group setting.
Advanced technical/computer knowledge.
Preferred:
Monitors, diagnoses and fixes problems with technology products.
Expresses ideas, requests action, formulates plans, and policies by means of clear and effective verbal communications.
Puts processes in place to support the creation and use of the information, data and intellect that exists in the Team Members who work for an organization, to support the achievement of goals.
Employs a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.
Understands and effectively uses standard office equipment and standard software packages to support business processes.
Installs, sets up, configures, and manages software and environments.
Selects and deploys the appropriate office system and to use it to optimum effect.
Sets up and maintains operating systems.
Utilizes systems and tools required to search for new data or retrieve existing data in a database.
Troubleshoots and understands TCP/IP Networking fundamentals.
Bilingual written and verbal skills.
Comp TIA Linux+ Certification.
Education: Bachelor's Degree or Equivalent Level
Experience: Basic experience of simple office / operational systems (4 to 6 months)
O'Reilly Auto Parts has a proven track record of growth and stability. O'Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.
Total Compensation Package:
Competitive Wages & Paid Time Off
Stock Purchase Plan & 401k with Employer Contributions Starting Day One
Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
Team Member Health/Wellbeing Programs
Tuition Educational Assistance Programs
Opportunities for Career Growth
O'Reilly Auto Parts is an equal opportunity employer. The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.
Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: rar@oreillyauto.com or call (800) 471-7431 option , and provide your requested accommodation, and position details.
It started with a father and son - Charles Francis "C.F." and Charles H. "Chub" O’Reilly. Together they had the courage and confidence to venture out on their own. Along with 11 others who shared the same desire to offer great customer service and auto parts availability, the doors of O’Reilly Automotive, Inc. opened on December 2, 1957.
Now, more than 61 years later, the 77,000-plus team members at O’Reilly Auto Parts are proud of the company’s achievements over the years.
During our early years, we focused on sales and slow and steady growth. At the end of our first year, sales totaled $700,000, and by 1961 volume reached $1.3 million. For the first seven years of operation, there was one store in Springfield, MO, until the second opened in July 1964. In March 1975, annual sales volume rose to $7 million and a 52,000 square-foot facility was built in Springfield for the O’Reilly/Ozark warehouse operation. By that time, the company had nine stores, all located in southwest Missouri.
The long range plans and stability of the company were solidified by a public offering of company stock in April 1993. Since that time, the Company has grown through new store and distribution center openings, as well as numerous mergers and acquisitions. O’Reilly currently operates stores in 47 states, including Alaska and Hawaii, and distribution centers in 27 locations.
Dramatic changes in technology, inventory control, facilities, and sheer size mark the O’Reilly growth and success story. But, it is our spirit of teamwork - how important it was then and how important it remains - that drives our performance. The company’s values and culture that started with the original 13 employee/owners remain evident and strong as we expand and develop Team O’Reilly.
We serve two distinct customer bases - the professional (installer) customers who provide auto repair services to their customers (DIFM - do it for me), and retail "walk-in" customers (DIY - do it yourself). Our dual-market strategy continues to differentiate us from the competition and is a major factor in our ongoing success. Depending on a store’s professional versus retail customer mix, more than 95 percent of our locations have team members dedicated to our professional customers, offering them separate counters, phone lines, and a delivery fleet that totals 18,455 vehicles. We also have a professional sales team, consisting of territory sales managers and in-store sales specialists, responsible for calling on our professional customers and building sound business partnerships to ensure O’Reilly is the First Call for their auto parts needs.