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Description

IT Support Analyst

Employment Type: Full Time
Supervisor: IT Operations Manager
Location: Store Support Center (limited field travel)

Job Description

The IT Support Analyst provides remote technical support and software/systems administration for associates and store locations company-wide, primarily by phone, remote access, email, and ticketing system. This role serves as the first line of support for day-to-day technology issues, account and access requests, and software troubleshooting, and helps maintain the systems and documentation that keep stores running. A successful Support Analyst possesses exceptional problem-solving skills, strong interpersonal skills, patience, and the organizational ability to manage multiple open tickets and projects at once. Retail tech support experience is a plus but not required.

Qualifications

• Education: Vocational training or an associate's degree in a Computer Science related field.
• Experience: 2 - 4 years of educational or on-the-job experience in IT support or help desk.

Key Responsibilities

• Provide remote technical assistance and support to associates relating to hardware and software issues via phone, remote access, email, and the ticketing system.
• Own and maintain trouble logs on support requests using the ticketing system, ensuring timely follow-up and resolution.
• Provide day-to-day administration and support of business software systems, including Microsoft 365 (user accounts, access, and licensing), Active Directory/identity management, and core line-of-business applications.
• Install and maintain analog and VoIP phone system hardware across locations.
• Process account and access requests: user account creation, password resets, group membership, and basic permissions administration.
• Help maintain the company antivirus and endpoint security software, ensuring licenses are current and systems are kept up to date.
• Assist with patch deployment and system management on mobile, desktop, and server systems through automated system management (RMM) software.
• Prepare and maintain procedural documentation and end-user guides to assist with software support and onboarding.
• Assist in testing new software procedures and upgrades prior to company-wide rollout.
• Support basic remote network and Internet connectivity troubleshooting (routers, remote access, VPN) in coordination with the Field Technician for on-site issues.
• Escalate or coordinate hardware and on-site issues to the Field Technician as needed and follow up to ensure ticket closure.
• Escalate complex infrastructure, security, and systems issues to the Systems Administrator.
• Partner with the Systems Administrator to build and maintain the recurring store site visit schedule, targeting a visit to each store every two months outside of reset and construction projects.
• Assist with equipment deployments, cabling, and store technology projects during scheduled field visits.
• Any other duties as requested by management.

Required Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Systems: Windows desktop and server environments (physical and virtualized), Microsoft 365 administration, Active Directory/identity management, IBM AS/400 basics, ticketing/RMM platforms, basic perimeter security and remote access concepts (VPN), basic POS software support.

Windows 10/11, Windows Server 2012/2016/2019, Microsoft 365 (Exchange, SharePoint, Teams, Intune/Endpoint Manager), Microsoft SQL basics, Microsoft Office Suite, system backup software, antivirus/endpoint security products, RMM platforms, enterprise POS software experience a plus.

General knowledge of website administration, basic SQL scripting and command line tools, troubleshooting Mac hardware and macOS issues, and experience with RMM products for mobile devices and business systems.

Ability to read and interpret operating and maintenance instructions, procedure manuals, and diagrams; basic math skills; strong written and verbal communication for remote troubleshooting; ability to manage multiple concurrent tickets; high level of integrity and business ethics.

Physical Demands

Frequent physical demands include sitting, standing, walking, dexterity, and light grasping. Occasional physical demands include lifting to 50 lbs., bending, stooping, reaching, kneeling, squatting, climbing stairs, and firmly grasping. The employee is required to accept incoming calls and must be able to hear and speak. Specific vision abilities required include vision adequate to perform the responsibilities of the job efficiently. The associate must have manual dexterity to operate a computer and other basic office equipment.

Work is performed primarily at the corporate office with time in the field at store facilities as needed. The work environment is fast-paced and may require last-minute requests and deadlines.

Work Hours: First Shift (7:30am-4:00pm or 8:30am-5:00pm with half-hour lunch). Occasional flex time when after-hours patching, installations, or system upgrades are needed.

This role is primarily office-based with 25% travel requirements for field work. The Support Analyst may be required to travel up to 200 miles (one way) from Dubuque Headquarters to perform field service work and installations at store locations. Some trips will require overnight stay due to project length. Travel, meals, and lodging expenses are covered by the company. Company vehicles are available, and mileage is reimbursed for personal vehicle use.

Support team members share a rotation of weeknight and weekend on-call service. Contact after hours is never later than 9:00PM (locations close at 8:00PM). Though support calls are infrequent and often easily resolved, the Analyst is expected to answer all requests and respond within 15 minutes of a call. The Analyst is compensated at time and half for all on-call responses, with a minimum of one hour paid for every response.

Benefits

Part-Time and Full-Time Eligible:

• Competitive match on 401K
• PTO
• Holidays
• Birthday-off with pay
• Associate discount and many other benefits

Full-Time Also Eligible:

• Health insurance
• Dental insurance
• Vision insurance 
• Flexible spending accounts
• Short-term and long-term disability

Company Culture and Values

At Theisen's, our company culture is built on a foundation of respect, collaboration, and service to our communities. We believe in putting Customer First, working together as One Connected Team, and always finding ways to Give Back. These three pillars guide how we approach our work and interact with each other every day.

We are committed to fostering an inclusive and supportive environment where every associate is valued and encouraged to grow. At Theisen's, we strive to make a positive impact on our customers, our communities, and each other, creating a workplace where hard work, dedication, and innovation are celebrated.

Theisen's is proud to be an Equal Opportunity Employer. We do not discriminate against any associate or applicant for employment based on race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, disability, status as a veteran, or any other federal, state, or local protected class.