IT End User Administrator

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, has a great opportunity to join our team. Over the last seven decades, Johnstone has grown into a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu, to provide contractors with world-class products, technical expertise, and quality service.

Now is the best time to join Johnstone Supply
. Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people.
Johnstone is growing, and so can you.

Provides timely, professional, and high-quality service to users by responding to various hardware, software, networking, and other computer-related technology needs.

• Gathers information from the user, evaluates and prioritizing issues to determine which can be immediately resolved and which require escalation to appropriate IT team members.
• Maintains documentation for all IT Support calls by logging the creation, assignment, disposition, and action taken on the job into call ticket software. Continually monitors and follows-up on jobs in the ticket software through resolution.
• Provides extended application troubleshooting support to internal users, including analysis of the issue and system.
• Performs ongoing Maintenance for Operating Systems and Applications on PC’s, laptops, installation and maintenance of virus protection, backups, OS & application updates, etc.
• Builds, configures and sets up of workstations and peripheral hardware; provides training to new users. Relocates existing computer equipment as needed.
• Maintains and upgrades existing computer images for laptops, workstations, and ship stations
• Works with external customers (Stores) to resolve issues involving Corp hosted systems and processes; set up and troubleshoot email accounts.
• Cross trains within IT for additional support to end users.
• Utilizes Johnstone Identity management system and processes; provisioning, deactivation, and access control for over 4000 users.
• Utilizes history to determine cause and solution of problem. Looks for trends in the problems to aid in preventing future problems.
• Develops IT Support maintenance, policies and procedures and documents common fixes to problems. Creates documentation for user procedures upon implementation of IT driven projects.
• Deploys software updates for Johnstone applications as needed. Maintains identity and access management systems. Collaborates with security teams on MFA and password policies.
• Provides Company Owned Store Specific Support – Including store ERP support, POS systems, security monitoring, and camera systems.
• Routinely travels to remote locations to access or implement IT Applications, systems, and hardware including the set-up and maintenance of computer-related equipment and devices
• Provides leadership and guidance to other IT employees. Develops and updates SOPs for IT Operations processes.
• Works with management to develop, deploy, and support IT systems and applications.
• Participates in employee training programs as directed by the IT Service Delivery Manager, IT Infrastructure Manager, or IT Director – Infrastructure Technologies.

Johnstone Supply believes that each employee's contribution should not be limited by the assigned responsibilities. Therefore, it is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

To perform this job…