IT Support Analyst I

The IT Support Analyst I provides first level technology support to end-users, helping resolve issues involving computer hardware and software. This onsite role in Springfield, MO focuses on troubleshooting, diagnosing, and documenting solutions, while supporting departmental compliance and data management needs.

What You’ll Do

• Respond to end-user inquiries with hardware, software, and support assistance for unresolved queries, following documented procedures and service-level targets.
• Provide first level troubleshooting and support for incidents involving computer systems, servers, software, point of sale hardware, store operations, telephony, and LAN (Local Area Network) and WAN (Wide Area Network).
• Use data management systems to access specific information as needed.
• Support internal clients by completing standard activities and assisting others with operational needs.
• Produce, update, and share best practice support documentation for document management, databases, and other departmental systems.
• Complete tasks that may include purchasing materials, entering budgetary information, and recording time and expenses.
• Perform initial fault isolation in line with current SOPs, or propose resolutions for approval by more senior colleagues to limit and address issues quickly.
• Use the knowledge management system to participate in Knowledge Centered Support, ensuring documentation is created, curated, and published for end-user consumption.
• Follow mandatory procedures to meet required quality standards and support adherence to external regulatory codes and internal codes of conduct.
• Work according to an assigned schedule.

Required Qualifications

• Ability to analyze computer problems and develop logical, effective solutions.
• Excellent interpersonal and communication skills, including the ability to explain simple procedures in writing or verbally, with phone skills.
• Strong customer service skills for supporting end users.
• Willingness to research and think out of the box.
• Ability to operate independently and also work effectively in a group setting.
• Monitor, diagnose, and fix problems with technology products.
• Communicate ideas clearly and formulate plans and policies through effective verbal communication.
• Ability to support processes that enable the creation and use of information and knowledge from team members to help achieve organizational goals.
• Use a systematic process for solving technical issues by identifying the problem and selecting appropriate solutions.
• Understand and effectively use standard office equipment and standard software packages to support business processes.
• Install, set up, configure, and manage software and environments.
• Set up and maintain operating systems.
• Utilize systems and tools to search for new data or retrieve existing data from a database.
• Troubleshoot and understand TCP/IP networking fundamentals.
• Bi-lingual written and verbal skills.
• CompTIA Linux+ Certification.

Education

• Bachelor’s Degree or equivalent level

Experience

• Basic experience with help desk operations and simple office or operational systems (4 to 6 months)

Benefits

• Competitive Wages and Paid Time Off
• Stock Purchase Plan and 401k with Employer Contributions starting Day One
• Medical, Dental, and Vision Insurance with an optional Flexible Spending Account (FSA)
• Team Member Health and Wellbeing Programs
• Tuition Educational Assistance Programs
• Opportunities for Career Growth

Knowledge Management System

Use the knowledge management system to access specific information and participate in Knowledge Centered Support, ensuring documentation is created, curated, and published for consumption.