IT Support Analyst I

Under general supervision, provide first line contact for issues including technical software, hardware, and network problem resolution along with operational assistance to all store system users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. Clearly communicate technical solutions in a user-friendly, professional manner. Provide one-on-one end-user training as needed. Escalate more complex end-user incidents and problems. Perform related work as required.

ESSENTIAL JOB FUNCTIONS

Prevent the interruption of business by ensuring store POS software, store and distribution center servers, and network devices are operational at all times.

Direct communication with store personnel, field management, and corporate users.

Provide technical assistance and support for incoming issues related to computer systems, software, hardware, and store operations over the phone. This service is available to the stores 24 hours a day, 7 days a week.

Approximately 80% of time is spent in the phone queue.

Provide first level troubleshooting for Server, Telephony, Local Area Network (LAN), Wide Area Network (WAN).

Identify and analyze computer problems. Develop and implement logical and effective solutions.

Escalate advanced issues.

Responsible for supporting the installation, modification, and repair of computer hardware over the phone.

Provide excellent customer service.

Provide overflow support for other departments after hours.

Assist in the implementation of technology projects.

SKILLS/EDUCATION/KNOWLEDGE/EXPERIENCE/ABILITIES

Required:

Excellent inter-personal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills

Critical thinking and troubleshooting skills

Excellent customer service skills.

Ability to think outside-the-box, perform research, and operate independently or in a group setting.

Basic technical/computer knowledge

Desired:

Bi-lingual written and verbal skills

CompTIA Linux Certification or equivalent

Cisco CCENT Certification or higher

Associate degree or higher preferred or 2 years of help desk experience

O’Reilly Auto Parts has a proven track record of growth and stability. O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.

Total Compensation Package:

• Competitive Wages & Paid Time Off

• Stock Purchase Plan & 401k with Employer Contributions Starting Day One

• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)

• Team Member Health/Wellbeing Programs

• Tuition Educational Assistance Programs

• Opportunities for Career Growth

O’Reilly Auto Parts is an equal opportunity employer. The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.

Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: rar@oreillyauto.com or call 417-862-2674, ext. 68901, and provide your requested accommodation, and position details.