IB IT SUPPORT CENTER ANALYST - Interline Brands - Full-time / Part-time

POSITION PURPOSE
Drive service excellence by responding to internal and external client’s needs through end- to- end ownership of support issues.  Continuously look for opportunities to improve service and support.  Responsible for the client level support of hardware, software, cellular and peripherals.  Possess a functional and technical knowledge of Excel, Word, Outlook, PowerPoint, and basic knowledge of Visio, printer hardware, and cellular services.  Resolve client issues through the creation, tracking and working of tickets.  Use proper judgment to escalate issues through the issue life cycle and in accordance with department policies (includes tier two and tier three).  Perform a variety of tasks which may include but are not limited to: answering phones, logging tickets into Support Center System, working tickets through the issue life cycle application support, hardware make readies, and hardware repair. May assist client community in acceptance testing, training, developing client level documentation, on site set up or decommission.  Accurately document issues in accordance with Support Center Standards in Support Center System. Demonstrate a moderate level of creativity as well as an ability to work independently and in team situations.  Communicate IT related messages to the client community on an as needed basis.  Communicate client generated information to departments within IT. 

Training will be provided in mainframe applications through instruction by senior personnel and on the job experience.  

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
20% - Hardware Diagnostics
20% - Telecommnications Diagnostics
20% - Network Diagnostics
20% - Testing 
20% - General Support

NATURE AND SCOPE
Position reports to Director of IT Support
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: Typically requires overnight travel 5% to 20% of the time
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:

• Diagnose and resolve hardware issues for Personal Computers, Printers, Handheld Devices, Scanners and other IBI approved hardware.  Diagnostics are performed by gathering information and reviewing on-line or in-house support documentation.
• Recommend repair versus replacement of hardware for Tier Two Support.
• Responsible for simple to moderately complex repairs on authorized hardware using supporting documentation and internet searches.
• Within Support Center Standards investigate, diagnose, and document telecom requests from client community regarding telephone system and phone line issues associated with Interline Brands provisioned services.
• Complete level one analysis of issues within Support Center Standards and document in Support Center System for escalation.
• Responsible for resolving simple configuration issues, such as setting up voice mail and connecting hardware to PBX using supporting documentation.
• Provide level one diagnostics of network issues, record incidents, and/or escalate issues as they occur.
• Take direction from IT Infrastructure to verify operational stability of equipment.  Provide updates to IT Infrastructure on issues.
• During valid network outages document issue status, report status to IT Infrastructure and communicate outage status to client community in accordance with Support Center Standards.
• Update tickets with basic troubleshooting information in accordance with Support Center Standards.
• Escalate, track, monitor and close issues relating to data with IBI providers or intermediaries.
• As skill sets develop, participate in client testing.  Develop and execute test scripts using provided defined functional requirements or project descriptions received from IT Project Leader and Support Center Management.
• Professionally and within Support Center standards, handle incoming client issues via phone, Support Center Portal, or in person as they relate to IBI approved software and hardware.
• Based on the information received document, update, monitor, escalate and close client related issues in Support Center Tracking System.
• With moderate assistance from IT Management, identify root cause and resolve production problems as assigned.
• Monitor assigned issues escalated to other divisions within IT.
• Participate in on call rotation for production systems as required.  This includes after hours, weekends and holidays.
• Work a flexible shift within the established Support Center hours which are 6:00 AM to 10:00 PM (ET), not to exceed forty hours per week.
• Perform other duties as assigned.
• Manage assigned and self-created tasks.
• Consistently utilize Support Center System to report time spent on issues within Support Center standards.
• When assigned to phone coverage, consistently log into proper hunt groups.
• Demonstrate high standard of professional and ethical conduct in accordance with IBI standards.
• Demonstrate familiarity with Support Issue Life Cycle and perform specific tasks as appropriate.
• Demonstrate flexibility in providing after hour support on projects and conversions.
• Demonstrate flexibility in providing on-site set up, site relocations, site conversions, and site decommission assistance.

Education Required: 
The knowledge, skills and abilities typically acquired through the completion of a bachelor’s degree program or equivalent in a field of study related to the job
Years of Relevant Work Experience: 3+ years
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.  On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:

Preferred Qualifications:

• Prefer one year formalized experience in PC hardware troubleshooting

Knowledge, Skills, Abilities and Competencies:

• Two years experience in a Customer Service and or Help Desk capacity and/or IBI business environment.
• Associate Degree or Bachelor Degree with a preference in Business or Computer Sciences.
• Microsoft Certification as a Technology Specialist or Certified Office Professional.
• A+ Certified.
• Demonstrate proficiency in Microsoft Office Applications (Word, Excel, PowerPoint, Internet Explorer, Outlook, etc.).  Proficiency will be determined through IBI administered Microsoft Tests.  Version level of software to be defined by IT Management. 
• Demonstrate proficiency in Customer Service/Support function.  Proficiency will be determined through IBI administered tests.
• Ability to foster a positive work environment by promoting teamwork and open communication.
• With oversight and guidance, able to prioritize multiple tasks while maintaining deadlines.
• Experience in dealing with highly sensitive and confidential information in a discreet and appropriate manner.
• Ability to work multiple support activities concurrently.
• Ability to identify and understand business problems and opportunities.
• Ability to make decisions within Support Center standards.
• Ability to troubleshoot customer issues in person, over the phone, and through email (generated from Support Center Tickets).
• Demonstrate sense of business integrity and commitment to customer satisfaction.
• Exhibits enthusiasm, high energy and energetic work ethics.
• Demonstrate passion for excellence with respect to treating and caring for clients and coworkers.
• Demonstrate effectiveness in written and verbal communication skills in both technical and non-technical terms.
• Demonstrate analytical and problem-solving skills..
• Possess strong communication skills.