Sr IT Support Analyst

The Sr IT Support Analyst is a role that combines technical expertise with leadership and problem-solving skills. They are responsible for providing advanced technical support, troubleshooting complex issues, and often serve as mentors or team leads within an IT support team.

The Company is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management, and marketing services to manufacturers, suppliers, and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics, and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

Responsibilities

• Advanced Technical Support: Provide advanced technical support and expertise to resolve complex IT issues, including hardware and software problems, network connectivity, and system errors. Troubleshoot and resolve escalated support tickets.
• Mentorship and Training: Act as a mentor to junior IT support staff, assisting in their professional development and providing guidance on technical problem-solving. Share knowledge and best practices with the team.
• Documentation: Maintain and update comprehensive documentation of technical solutions, troubleshooting procedures, and knowledge base articles. Contribute to the creation and improvement of support documentation.
• Problem Resolution: Investigate, diagnose, and resolve IT issues efficiently to minimize downtime and disruption. Escalate issues to higher-level support or vendors when necessary, ensuring timely issue resolution.
• Asset Management: Assist in managing IT assets, including hardware and software inventory, equipment tracking, and license compliance. Collaborate with asset management teams.
• User Training: Provide training to end-users on IT systems, applications, and best practices. Create user guides and documentation to facilitate self-service and user empowerment.
• Continuous Improvement: Identify opportunities for process improvement within the IT support function. Propose and implement enhancements to streamline support operations.
• Collaboration: Work with other IT teams, such as network administrators, system administrators, and security personnel, to resolve complex technical issues and support overall IT initiatives.

Supervisory Responsibilities

Direct Reports

This position does not have supervisory responsibilities for direct reports.

Indirect Reports

Does not have direct reports but may delegate work to others and provide guidance, direction, and mentoring to indirect reports.

Travel

Travel and Driving are not essential duties or functions of this job.

Minimum Qualifications

Education Level

Associate's Degree (Reuired) or Bachelor's Degree (Preferred) in Computer Science, Information Technology, or a related field 

Experience Requirements

5+ years of experience in customer service, information technology support, or a related field.

Environmental & Physical Requirements

Office / Sedentary Requirements
Work is primarily performed in an office environment and typically requires the ability to sit for extended periods, hear the telephone, enter data on a computer, and occasionally lift up to 10 pounds.

Knowledge, Skills, and Abilities

• Strong technical knowledge of hardware, software, operating systems, and network technologies.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proven leadership and mentoring abilities.
• Familiarity with IT service management (ITSM) tools and ticketing systems.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) may be advantageous.

Additional Information Regarding Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job positions, or assign additional job responsibilities, subject to applicable law.  The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

Job Will Remain Open Until Filled

The Company is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management, and marketing services to manufacturers, suppliers, and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics, and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

Responsibilities

• Advanced Technical Support: Provide advanced technical support and expertise to resolve complex IT issues, including hardware and software problems, network connectivity, and system errors. Troubleshoot and resolve escalated support tickets.
• Mentorship and Training: Act as a mentor to junior IT support staff, assisting in their professional development and providing guidance on technical problem-solving. Share knowledge and best practices with the team.
• Documentation: Maintain and update comprehensive documentation of technical solutions, troubleshooting procedures, and knowledge base articles. Contribute to the creation and improvement of support documentation.
• Problem Resolution: Investigate, diagnose, and resolve IT issues efficiently to minimize downtime and disruption. Escalate issues to higher-level support or vendors when necessary, ensuring timely issue resolution.
• Asset Management: Assist in managing IT assets, including hardware and software inventory, equipment tracking, and license compliance. Collaborate with asset management teams.
• User Training: Provide training to end-users on IT systems, applications, and best practices. Create user guides and documentation to facilitate self-service and user empowerment.
• Continuous Improvement: Identify opportunities for process improvement within the IT support function. Propose and implement enhancements to streamline support operations.
• Collaboration: Work with other IT teams, such as network administrators, system administrators, and security personnel, to resolve complex technical issues and support overall IT initiatives.

Supervisory Responsibilities

Direct Reports

This position does not have supervisory responsibilities for direct reports.

Indirect Reports

Does not have direct reports but may delegate work to others and provide guidance, direction, and mentoring to indirect reports.

Travel

Travel and Driving are not essential duties or functions of this job.

Minimum Qualifications

Education Level

Associate's Degree (Reuired) or Bachelor's Degree (Preferred) in Computer Science, Information Technology, or a related field 

Experience Requirements

5+ years of experience in customer service, information technology support, or a related field.

Environmental & Physical Requirements

Office / Sedentary Requirements
Work is primarily performed in an office environment and typically requires the ability to sit for extended periods, hear the telephone, enter data on a computer, and occasionally lift up to 10 pounds.

Knowledge, Skills, and Abilities

• Strong technical knowledge of hardware, software, operating systems, and network technologies.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proven leadership and mentoring abilities.
• Familiarity with IT service management (ITSM) tools and ticketing systems.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) may be advantageous.

Additional Information Regarding Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job positions, or assign additional job responsibilities, subject to applicable law.  The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.

The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.