Associate Analyst, IT Support; On-site

Position: IT Support Analyst (Level 3 management, full‑time hourly, 40 hours/week).

Location:

Moreno Valley, US.

Primary function: provide technical assistance to employees encountering hardware, software, networking, and other computer‑related issues. Handles JIRA or BMC ticketing system, diagnosing and resolving problems per documented procedures and performance indicators. Assists with network infrastructure maintenance, new computer builds, and installation of services.

• Responding and prioritizing incoming support requests via telephone, voicemail, email, and in‑person for hardware, software, networking issues.
• Logging and tracking issues in JIRA or BMC ticketing system, adhering to SLAs and maintaining problem documentation.
• Assisting with network account setup and maintenance in Active Directory (AD), Multi‑Factor Authentication (MFA), Exchange within an ISO‑compliant environment.
• Troubleshooting and resolving user problems, escalating more complex issues as needed.
• Imaging computers to company standard builds and contributing to image updates.
• Supporting audio/visual equipment, conference rooms, and network hardware such as phones, projectors, and video‑conferencing tools.
• Troubleshooting warehouse equipment such as RF barcode scanners, Zebra label printers, and other peripherals.
• Learning and supporting distribution center equipment functionality and configuration.
• Communicating issues and facilitating escalation processes during incidents or outages, collaborating with peers and incident management teams.
• Providing status updates to management and building relationships with warehouse operations by understanding workflows.
• Writing and revising user instruction materials and backend process documentation.
• Participating in project‑oriented tasks for service improvements and changes.
• Working flexible hours between 6:00 AM and 6:00 PM, including weekends, holidays, and on‑call rotations as needed.
• Traveling up to 5‑10% of the time.

• Enthusiastic self‑stoppers with problem‑solving skills, mental agility, and ability to quickly make an impact. Demonstrate grit, initiative, fast‑learning ability, and effective teamwork. Solid business acumen, attention to detail, and a big‑picture perspective; ability to work autonomously and flexibly while delivering results.
• Minimum of five years of experience supporting client desktop environments, especially Microsoft desktop operating systems and application suites. Experience with Windows 10, 11 and MAC environments; installation and maintenance of LAN/Desktop hardware and software including Microsoft Office 2013/2016 and M365 suite; and multiple hardware platforms. Skills in configuring desktop and laptop computers to company standards and performing hardware repairs. Knowledge of imaging system software fundamentals, and certifications or experience with Microsoft MCSE/ITIL and Cisco VoIP are desirable.
  
  Previous experience in a warehouse environment is also preferred.

Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for a comprehensive benefits package including medical, vision, dental, life, AD & D, short‑term and long‑term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.

Employees accrue fifteen days Paid Time Off (PTO) in the first year of employment, receive eleven paid holidays plus three floating days, and are eligible for fourteen weeks of primary caregiver leave and two weeks of secondary caregiver leave when welcoming new family members.