Join our team as an IT Support Analyst, where you will be the first line of contact to assist our store system users with technical issues related to software, hardware, and network problems. In a dynamic call center environment, you will diagnose problems and guide users through effective solutions, all while communicating in a clear and professional manner.
Your key responsibilities will include:
- Ensuring that store POS software and network devices are operational, minimizing business interruptions.
- Providing technical assistance for computer systems and software issues through phone support available 24/7.
- Conducting first-level troubleshooting for server, telephony, and network systems.
- Identifying and analyzing issues, implementing logical solutions, and escalating advanced problems as necessary.
- Assisting in the installation and repair of computer hardware through remote support.
- Delivering outstanding customer service and training to end-users as needed.
- Supporting other departments during overflow after-hours.
- Contributing to technology project implementation.
Skills and qualifications we are seeking:
- Excellent interpersonal and communication skills, capable of explaining procedures clearly.
- Strong troubleshooting and critical thinking abilities.
- A commitment to providing excellent customer service.
- Basic technical/computer knowledge with a desire to learn and grow.
Preferred qualifications include:
- Bi-lingual communication skills.
- CompTIA Linux+ Certification or similar credentials.
- Cisco CCENT Certification or higher.
- An Associate degree or higher, or 2 years of help desk experience.
At O'Reilly Auto Parts, we have a proven track record of growth and stability, committing to the development of our employees by promoting from within. Our total compensation package includes competitive wages, paid time off, a stock purchase plan, 401k contributions from day one, health benefits, and educational assistance programs. We are an equal opportunity employer dedicated to diversity and inclusion.