IT Support Analyst

IT Support Analyst

Company: ABARTA Coca-Cola Beverages

Job Location:

4900 Cleveland, OH

Other Potential Locations:
Cleveland, OH

ABARTA Coca-Cola Beverages is a family-owned company committed to being a visible, engaged partner to the customers and communities we serve. We value diversity and individuality and when you thrive, we thrive. ABARTA offers the perks of a large corporation with the personalized touch of a smaller company. We are a workplace that encourages sharing ideas in a supportive environment, growing professionally, maintaining a healthy work/life balance, and interacting with all levels of the organization.

We would love for you to become a part of our family to help make our vision of Quenching the Thirst of Our Neighbors a reality!

The IT Support Analyst provides Tier 1 (Service Desk) and Tier 2 (Desktop/Field Support) services for ABARTA Coca-Cola distribution centers across Pennsylvania, Ohio, and West Virginia. This position is primarily located in our Cleveland (Bedford Heights) OH but will require some travel to other ABARTA Coca-Cola sites. After-hours & weekend work entailed on an as needed basis.

• Tier 1 - Service Desk Support
  • Serve as the first point of contact for end-user technical issues via phone, email, chat or ticketing system.
  • Perform initial triage, troubleshooting, and resolution of incidents and service requests.
  • Log, categorize, and prioritize tickets in the ticketing system.
  • Provide remote support for hardware, software, network, and mobile issues.
  • Escalate unresolved or complex issues to Tier 2 or higher support levels.
• Tier 2 - Desktop / Field Support
  • Provide onsite and assist other IT team members with remote site technical support for desktops, laptops, and peripherals.
  • Diagnose and resolve complex issues related to OS, applications, and basic networking.
  • Install and maintain workstations, printers, and mobile devices.
  • Perform imaging, deployment, and re-imaging using standard tools.
  • Support Honeywell warehouse handheld devices, CT45s, and barcode scanners, CK67s.
  • Provide printer support for Xerox office and Brother label printers.
• Shared Responsibilities
  • Manage tickets to ensure timely resolution and SLA compliance.
  • Maintain accurate IT asset inventory.
  • Participate in on-call rotation.
  • Support IT projects and deployments.

• Required
  • Associate degree in IT or equivalent experience.
  • 3-5+ years of IT support experience as a Tier 1 or 2 Analyst.
  • Strong customer service and communication skills.
  • Experience with Windows 11 and hardware and software troubleshooting.
• Preferred
  • Experience with Intune and Autopilot.
  • Experience with warehouse devices and manufacturing environments.
• Physical Requirements
  • Ability to lift 25-50 pounds.
  • Ability to climb ladders up to 8 feet.

ABARTA Coca-Cola Beverages, LLC applicants must submit to a background verification process prior to commencing employment with the company. Employment with ABARTA Coca-Cola Beverages, LLC is contingent on a pre-employment background check which may include drug screening, driving records (including minor moving violations) and will be evaluated according to ABARTA Coca-Cola Beverages, LLC guidelines to determine eligibility for this position. ABARTA Coca-Cola Beverages, LLC is an Equal Opportunity Employer Minorities/Women/Veterans/Disable/Sexual Orientation/Gender Identity.