IT Support Analyst II

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.

• 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.
• Perform tasks such as purchasing materials, entering budgetary information, and recording time and expenses.
• Provide initial fault isolation and support in proposing resolution for approval by senior colleagues to limit and address issues promptly.
• Use the knowledge‑management system to access information and participate 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, procedures, regulatory codes and codes of conduct, adhering to mandatory procedures to ensure work is undertaken to required standards.
• Participate in assessment and development‑planning activities, formal and informal training and coaching to develop own capabilities.
• 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.

• Previous Service Desk or O’Reilly 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.

• Monitor, diagnose and fix problems with technology products.
• Express ideas, request action, formulate plans and policies by means of clear and effective verbal communication.
• Put processes in place to support the creation and use of the information, data and intellect that exists in team members, to support the achievement of goals.
• Employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.

• Understand and effectively use standard office equipment and standard software packages to support business processes.
• Install, set up, configure, and manage software and environments.
• Select and deploy the appropriate office system and use it to optimum effect.
• Set up and maintain operating systems.
• Utilize systems and tools required to search for new data or retrieve existing data in a database.
• Troubleshoot and understand TCP/IP networking fundamentals.
• Bilingual written and verbal skills.
• CompTIA Linux+ certification.

Bachelor’s Degree or equivalent level; basic experience of simple office/operational systems (4 to 6 months).

• Competitive wages & paid time off
• Stock purchase plan & 401(k) with employer contributions
• Starting day one medical, dental, & vision insurance with optional flexible spending account (FSA)
• Team‑member health/well‑being 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:  or call (800)471‑7431 option, and provide your requested accommodation and position details.