Systems Support Analyst Level I

Job Title

Systems Support Analyst Level I

Store Systems

Corporate Office

Systems Support & Training Manager

The Systems Support Analyst is the primary point of contact for business users on company supported systems including but not limited to hardware, software, operations (policies & procedures), phones, network and mobile devices. This position will also act as a liaison between other departments during and outside normal business hours for both non-emergency and emergency situations. This position requires knowledge of commonly used concepts, practices and tools within the IT community.

This position will work with both technical and non-technical personnel in performing fault isolation with hardware and software issues, both inside and outside the company. Position will require evening, weekends and holiday availability.

This description intends to describe the general nature and level of work performed by Teammates assigned to this role. It is not intended to include all duties, responsibilities and qualifications.

• Respond to requests for technical assistance in person, via phone or electronically.
• Log all support interactions.
• Answer questions related to company operational policies and procedures.
• Redirect problems to correct resource.
• Diagnose and resolve problems related to company supported software and hardware including 3rd party equipment.
• Correspond with other departments and Third Party Vendors as necessary.
• Identify and elevate situations requiring urgent attention.
• Track and route problems and requests and document resolutions and tasks analyses.
• Inform management of recurring problems.
• Stay current with system information, changes and updates.
• Perform depot of hardware as needed.
• Assist with software/hardware testing.
• Assist with projects.
• Review training materials or attend training as assigned in the computer based training application or as assigned by your management team.
• Keep close track of depot inventory levels and notify management when inventory falls below an acceptable level.
• Assist with shipping out inventory to stores and shipping equipment back to vendors for repair, as needed.
• Other duties as assigned.

• A High School Diploma or appropriate job related experience is required.
• Language
  
  Skills:
  
  Ability to read, analyze, and interpret technical procedures. Must be able to communicate with technical and non-technical personnel. Ability to write reports, procedure manuals and correspondence. Ability to effectively present information and respond to questions from groups of Managers and Teammates. Ability to effectively work in a team environment and look to accomplish goals for the team.
• Mathematical
  
  Skills:
  
  Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to add, subtract, and divide.
• Reasoning Ability:
  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer
  
  Skills:
  
  To perform this job successfully, an individual should have knowledge of computers, data communications, and networking equipment; experience with Windows, Exchange, Office, and Database Systems. Spreadsheet and Word processing software experience also required.

• Working knowledge of fundamental operations of relevant software, hardware and other equipment.
• Knowledge of relevant call tracking applications.
• Knowledge and experience of customer service principles and practices.
• Related experience and training in problem analysis and problem solving.
• Working knowledge of the retail industry.
• Attention to detail.
• Stress tolerance.

To perform the job successfully, an individual should demonstrate the following competencies:

• Job Knowledge - Competent in required job skills and knowledge, exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal…