IT Support Analyst

Campers Inn RV is a family-operated RV business! We are seeking an IT Support Analyst to focus on supporting all corporate, regional, and store users. The IT Support Analyst handles incoming support requests, works independently and with subject matter experts to resolve support issues quickly, and will be an integral member of the Campers Inn IT Team.

WHO WE ARE:

NATION'S LARGEST FAMILY-OPERATED RV DEALERSHIP: Campers Inn RV has been the RVer's Trusted Resource for 60 years. It was founded in 1966 by Art and Fran Hirsch, and it remains a family-operated business today.

VALUES-DRIVEN ORGANIZATION: Campers Inn RV is driven by the Core Values of Integrity, Teamwork, Continuous Improvement and Sustainability. All team members are expected to uphold these values when performing their jobs, assisting other team members, and helping customers.

ROLE SUMMARY:

The IT Support Analyst has the primary goal of providing Tier 1 IT support for a variety of enterprise applications and reporting systems. The IT Support Analyst manages incoming support requests, handles all support-related user communications, gathers data, performs diagnosis and research, and resolves the issue directly or involves other IT experts as needed for additional support. The IT Support Analyst reports directly to the Enterprise Project Management Office and Business Intelligence Manager and will be part of the Campers Inn IT Team. 

PRIMARY DUTIES AND RESPONSIBILITIES:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. Reasonable accommodations may be made to enable individuals with disabilities.

• Provide Tier 1 support for enterprise applications and reporting across corporate, regional, and store locations
• Triage incoming support requests to determine priority, category, and the appropriate resolver group
• Diagnose, research, and resolve support requests within established SLAs
• Communicate with internal users via phone, email, Teams chat, and Teams video calls
• Escalate to and collaborate with Tier 2 and Tier 3 developers, analysts, and our managed service provider as needed
• Document support requests, resolutions, and processes, and maintain knowledge base articles
• Perform user account administration, including onboarding/offboarding, password resets, and access requests in Microsoft 365 and Entra ID
• Support store and corporate users on the company phone system
• Assist with user training and onboarding materials, including courses in TalentLMS
• Contribute to the completion of projects and tasks for various business departments

KNOWLEDGE, SKILLS, AND ABILITIES:

• “Get it done” team-player attitude
• Demonstrated excellent oral and written communications skills, along with excellent interpersonal skills
• Self-motivated and able to work under minimal supervision
• Experience resolving technical problems and explaining them clearly to non-technical users by phone, video conference, or in person
• Effective problem solver with aptitude and interest in developing and applying skills across technology disciplines
• Basic understanding of enterprise systems such as dealer management (DMS), CRM, HR, and payroll systems
• Basic understanding of the Microsoft technology stack, including:
  • Microsoft Power BI, Power Apps, and Power Automate
  • Active Directory/Microsoft Entra ID, Microsoft 365, and Intune
  • Microsoft SharePoint
  • Microsoft Azure cloud infrastructure
• Learning management software
• Project/task management software
• Experience in documenting procedures and training materials
• Ability to work flexible hours as required, which may include evenings and weekends
• Ability to multi-task in a fast-paced environment
• Ability to work independently as well as on a team

MINIMUM REQUIREMENTS:

• 2 years of IT support or help desk experience required
• Experience working in an IT ticketing/service desk system required
• Microsoft Office, Teams, and SharePoint experience required
• Microsoft Power BI experience required
• Microsoft Power Apps and Power Automate experience preferred
• Multi-location or retail environment experience preferred
• Microsoft 365 or CompTIA certification a plus
• RV or Auto industry experience preferred

TOOLS AND SOFTWARE USED:

• MS Office including Word, Excel, PowerPoint, and Outlook
• Microsoft Teams
• Microsoft SharePoint
• Microsoft Power Platform including Power BI, Power Apps, and Power Automate
• Microsoft 365 admin center, Entra ID, and Intune
• Standard office equipment, including computer and phone
• ClickUp Project Management Software
• Dialpad phone system
• TalentLMS Learning Management Software
• Other software as applicable

WORK ENVIRONMENT:

• Based in Jacksonville, FL Corporate Headquarters
• Sedentary, works primarily in a climate-controlled environment
• Requires continuous visual ability for use of computer, files, and reports

TYPICAL PHYSICAL DEMANDS:

• Ability to bend or sit for long periods of time. In addition, individuals must be able to reach above shoulders and lift a minimum of 20 pounds

Campers Inn RV is proud to be an Equal Opportunity Employer and Drug-Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran or status as a qualified individual with disability.