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IT Support Analyst

Louisiana Cat
Reserve, LA
  • Posted: over a month ago
  • Full-Time
Job Description

Louisiana Cat is Louisiana's only authorized Caterpillar dealer and a recognized leader among Caterpillar dealers around the world. We've been providing our customers with the highest quality Caterpillar equipment, service and parts since 1933. Louisiana Cat has 24 locations across Louisiana and the Gulf South. We are always searching for high energy, ambitious candidates who are ready to join our team. You can build your future here!

Job Description: IT Support Analyst

The IT Help Desk Support Analyst will install, repair, and manage Company systems and hardware. The IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The IT Support Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate senior IT staff members.

The Support Analyst will be responsible for providing direct end-user support in a mixed OS environment via phone, in-person, and Internal IT Help desk system. The end-user support includes imaging and deployment of office workstations, software installs/updates, hardware maintenance of Workstation PCs, printers and Point of Sale equipment, and general hardware/software/network troubleshooting.

The Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention (via knowledge article database). This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders. Finally, the Support Analyst will be responsible for assisting with the configuration and implementation of future company IT projects.

Responsibilities:

  • Receiving customer phone calls and applying systems analysis techniques and procedures to determine hardware, internal software, and external software issues without a script or troubleshooting guide
  • Perform user administration duties to various network devices and software packages along with imaging and provision of company assets to company personnel following documented procedures.
  • Respond to cyber-security events in a timely manner following procedures
  • Using independent judgment to determine whether customer issues require hardware replacements and, if so, coordinating replacement of such hardware following an approval process
  • Periodic on-site installation and analysis of company systems at customer locations
  • Analyzing and testing hardware and/or software to determine if a patch or upgrade is needed and making recommendations to IT Support Manager regarding the same
  • Analyzing test environment software and release candidate software versions for potential bugs and issues
  • Analyzing potential customer hardware and software systems and networks to determine compatibility with company hardware and software
  • Documenting processes required to build and maintain company software as it pertains to changing site environments
  • Providing feedback to IT Support Manager for ongoing maintenance of IT Support database for purpose of customer call tracking, knowledge database creation, and statistical report generation
  • Maintaining a working knowledge of all company deployed applications, including functions, performance, and usage
  • Support and adhere to all company policies, procedures, and guidelines.
  • Travel to store locations, sometimes as an emergency, to perform on-site repairs or deployment.
  • Complete and close the Help Desk Tickets under your assignment in a timely manner.
  • Document the issues reported to the Help Desk along with third party provider.
  • Take on Projects & Duties as assigned.
  • Provide emergency support during Store business hours when necessary.
  • Assigned an on-call weekend shift to provide emergency support

Requirements:

  • Excellent attention to detail with verbal and written communication skills
  • Works well in a team environment
  • Ability to travel with little to no notice
  • Two to five years of hands-on experience working in an end-user desktop support role or computer operations environment required.
  • High sense of urgency
  • Superb organizational skills with attention to detail and the ability to handle multiple projects on time sensitive schedule
  • Knowledge of network concepts and applications, especially as it relates to MS Windows.
  • Microsoft Office 2007 to 2016 and Microsoft 365
  • Windows 7 and Windows 10
  • Windows Server 2012 and 2016
  • AS400 i-series
  • Remote Desktop support
  • Active Directory, Exchange, File Share Services, VPNs, MacOS, iOS, and Android Operating Systems
  • Patch management
  • Advanced printer / peripheral device troubleshooting
  • TCP/IP, DNS and DHCP
  • Remote support for handheld smartphones and tablets
  • Various software packages (including but not limited to: Helpdesk, asset management, antivirus, network and security hardware and software, and over 2 dozen other operational packages.

Training/Experience:

  • IT Support: 3 years (Required)
  • IT Help Desk: 3 years (Required)
  • IT Service Management: 3 years (Required)
  • Associate degree in a computer related curriculum or a minimum of 3 years' experience providing Help Desk support to medium sized companies.
  • Ability to communicate technical solutions to a non-technical workforce.
  • Experience supporting users in a multi-location environment 24/7
  • Team player
  • Analytical approach
  • Able to prioritize effectively
  • Ability to successfully engage in multiple initiatives simultaneously

Key Competencies:

  • IT Help Desk Experience
  • Communication and transparency
  • Organized
  • Attention to Detail
  • Excellent writing skills
  • Exceptional understanding of PC Support

Education:

  • Required: two-year college degree, or equivalent work experience, in a computer or computer-related field

Location:

  • Reserve, LA

Benefits:

We are proud to offer our full-time employees a benefits package that speaks for itself and sets us apart from our competition. Benefits options include:

  • Health, Dental, and Vision, Life & Disability Insurance Policies
  • Wellness Programs
  • Corporate Discounts
  • Generous 401K Plan
  • Paid Holidays & Vacation
  • Credit Union
  • Training & Advancement Opportunities

Pre-Employment drug screens & proof of employment eligibility (E-Verify) are required for any position offered.

Equal Opportunity Employer M/F/D/V



Job Posted by ApplicantPro

Louisiana Cat

Address

Reserve, LA
70084 USA

Industry

Technology

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