What are the responsibilities and job description for the IT Support Analyst position at ABARTA Coca-Cola Beverages?
ABARTA Coca-Cola Beverages is a family-owned company committed to being a visible, engaged partner to the customers and communities we serve. We value diversity and individuality and when you thrive, we thrive. ABARTA offers the perks of a large corporation with the personalized touch of a smaller company. We are a workplace that encourages sharing ideas in a supportive environment, growing professionally, maintaining a healthy work/life balance, and interacting with all levels of the organization. We would love for you to become a part of our family to help make our vision of Quenching the Thirst of Our Neighbors a reality!
Summary:
The IT Support Analyst provides Tier 1 (Service Desk) and Tier 2 (Desktop/Field Support) services for ABARTA Coca-Cola distribution centers across Pennsylvania, Ohio, and West Virginia. This position is primarily located in our Cleveland (Bedford Heights) OH but will require some travel to other ABARTA Coca-Cola sites. After-hours & weekend work entailed on an as needed basis.
Responsibilities:
Tier 1 – Service Desk Support:
- Serve as the first point of contact for end-user technical issues via phone, email, chat or ticketing system.
- Perform initial triage, troubleshooting, and resolution of incidents and service requests.
- Log, categorize, and prioritize tickets in the ticketing system.
- Provide remote support for hardware, software, network, and mobile issues.
- Escalate unresolved or complex issues to Tier 2 or higher support levels.
Tier 2 – Desktop / Field Support:
- Provide onsite and assist other IT team members with remote site technical support for desktops, laptops, and peripherals.
- Diagnose and resolve complex issues related to OS, applications, and basic networking.
- Install and maintain workstations, printers, and mobile devices.
- Perform imaging, deployment, and re-imaging using standard tools.
- Support Honeywell warehouse handheld devices, CT45’s, and barcode scanners, CK67’s.
- Provide printer support for Xerox office and Brother label printers.
Shared Responsibilities:
- Manage tickets to ensure timely resolution and SLA compliance.
- Maintain accurate IT asset inventory.
- Participate in on-call rotation.
- Support IT projects and deployments.
Qualifications:
Required:
- Associate degree in IT or equivalent experience.
- 3-5 years of IT support experience as a Tier 1 or 2 Analyst.
- Strong customer service and communication skills.
- Experience with Windows 11 and hardware and software troubleshooting.
Preferred:
- Experience with Intune and Autopilot.
- Experience with warehouse devices and manufacturing environments.
Physical Requirements:
- Ability to lift 25–50 pounds.
- Ability to climb ladders up to 8 feet.
Additional Information:
ABARTA Coca-Cola Beverages, LLC applicants must submit to a background verification process prior to commencing employment with the company. Employment with ABARTA Coca-Cola Beverages, LLC is contingent on a pre-employment background check which may include drug screening, driving records (including minor moving violations) and will be evaluated according to ABARTA Coca-Cola Beverages, LLC guidelines to determine eligibility for this position. ABARTA Coca-Cola Beverages, LLC is an Equal Opportunity Employer Minorites/Women/Veterans/Disable/Sexual Orientation/Gender Identity.
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