Tech Support Analyst- Longwood, FL in Longwood, FL at Sears Home Services

Date Posted: 7/25/2018

Job Snapshot

  • Employee Type:
  • Location:
    Longwood, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 938031BR
Employing Entity: Sears Home Improvement Products, Inc.
Employment Category: Regular, Full-time
Job Function: Information Technology
Store ID: 24025: Sears Corporate Longwood FL

Under general supervision, the Technical Support Analyst will have responsibility to implement, support, and monitor the overal technical infrastructure while collaborating with network services, softare systems engineering and/or application development in order to restore service and/or identify problems as necessary, manage workflows and associate requests, and install, diagnose, repair and maintain all desktop hardware and software systems to ensure optimal system performance with effective technical solutions. Provide break/fix, setup, and configuration services for all computers, printers and other associated peripheral devices (eg. CD and DVD read/writers, monitors, scanners, mice, special keyboards, etc.). Perform advanced troubleshooting and remediation to complex issues in our environment, basic network maintenance functions such as user creation, termination, and assignment of rights and permissions. Participates and leads project work related to technical support operations and corporate initiatives. Completes tasks such as inventory, shipping, and imaging of desktop,laptops and other IT components as applicable. Works with procurement to purchase hardware and software. Also, this position will address any computer issues escalated by the Technical Support Manager, Informations Systems Manager or the Information Systems Director. This position is expected to abide by and enforce interdepartmental policies.

Job Requirements

Job Duties/Responsibilities:
• Provides real-time technical phone support for Home Improvement associates
• Receives setup, delivers, maintains, upgrades and installs desktop systems that enable users to perform essential job functions
• Installs, configures, maintains and upgrades business specific software applications as required
• Performs installation and configuration of hardware components, such as memory, video cards, Ethernet cards and hard drives
• Troubleshoots and diagnoses a wide variety of issues, makes adjustments, repairs and/or performs preventative maintenance regarding computer hardware, operating systems, peripheral devices and software applications
• Evaluates and tests new software, operating systems, and hardware individually or as part of a team.Provides recommendation and if necessary implementation planning and assistance upon testing completion
• Reviews ticketing issues, and proposes solutions and procedural changes
• Analyzes problems encountered in the use of computer systems, reports malfunctions, develop creative solutions and assess risks/benefits.
• Completes assigned task by the supervisor in a timely fashion; manages own time and work activities
• Works closely with Telecommunications and WAN analysts to handle moves, adds, and changes
• Ensure that the organization's IT assets and user databases are kept accurate and up-to-date. This includes administration of user's computer accounts (creation/modification and deletion), changing passwords, changing user's workgroup membership.
• Maintains high level of customer satisfaction and timely resolution to problems and issues
• Performs related duties as required Education Requirements: HS Graduate or Equivalent Years of Related Experience: 3-4 Years License/Certificate Required: Yes Driver's License Required: No Travel Requirements: 25% Age Requirement:18+ Required Skills:
• Helpdesk support experience, including Tier 1, and Tier 2 support levels
• Solid knowledge of TCP/IP, DNS, DHCP, Wireless and LAN
• Familiarity with database management concepts
• Knowledge of remote user access and anti-virus software
• Thorough working knowledge of all Microsoft desktop operating systems, active directory administration, and group policy managment
• Strong knowledge of Microsoft Word, Excel, Outlook and PowerPoint
• Solid knowledge of imaging technologies (Ghost/SCCM/MDT)
• Ability to create and maintain standard operating procedures within the department
• Ability to develop and utilize a method to keep track of assigned deliverables
• Ability to keep abreast of new technologies, and communicate to the group
• Good written and verbal skills; strong organization skills
• Ability to collect, gather, monitor and track information
• Ability to perform as a team member, and provide status to other team members
• Ability to exercise good judgment, independently analyze and problem solve
• Ability to follow through with multiple projects
• Ability to follow established procedures
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good interpersonal and Customer service skills
• Excellent computer skills
• A+ (Standard terminology)
• Ability to lift at least 30 lbs. Preferred Skills:
• Network+/Microsoft Certified Professional certification