Field IT Support Analyst

Pay Transparency Statement:

The compensation philosophy reflects the Company’s reasonable expectation at the time of posting. We consider a number of factors when making individual compensation decisions including, but not limited to, skill sets, experience and training, and other business needs. This role may also be eligible to participate in a discretionary incentive program, subject to the rule governing the program.

Position Summary:

The IT Support Analyst will provide on-site and remote support for business-critical applications and hardware in a warehouse environment while making independent business critical decisions. This position is accountable for resolving highly complex computing, networking, and application issues at a local and Global IT level. The IT Support Analyst will identify and solve common, recurring issues and escalate as appropriate. This position will also be responsible for supporting, implementing, and enforcing Martin Brower IT Policies, and will interact with Corporate, Global MB IT, and Reyes Holdings support and resolution teams daily.

Position Responsibilities may include, but not limited to:

Demonstrate consistent ability to own issue resolution from start to finish, including making business critical decisions that may affect the immediate abilities of groups of users or a distribution center’s capabilities to continue business

Able to attend priority 1 or 2 business impacting or business outage support conference calls and make sound business critical decisions that may affect operations, transportation, order processing, finance, or other business functions

Stay up to date with rapidly changing business applications and hardware, as well as participating in decision making for purchasing and implementing hardware and software

Assist in solving issues for distribution center/call center customers with business applications including ERP and Warehouse Management Systems including other Martin Brower and Reyes Holdings application portfolio through personal knowledge and by working with other application teams

Monitor and troubleshoot standard, aligned infrastructure, including:

Personal computing devices (laptops, desktops, etc.)

Network equipment (switches, routers, and access points)

Material handling equipment (MHE) technology

Handheld device support (Vocollect Headsets, XRS tablets, PDA devices (FUTURE), etc.)

Printers (laser, thermal, line, copiers, etc.)

UPS units

Lead and support laptop deployment and related technology packs, as needed, in alignment of agreed IT procurement processes

Ability to terminate and punch down CAT6 cables with RJ45 and patch panels

Ability to assist in wireless access points, UPS and other device installation and maintenance—this can include being on a lift, up to 35 feet and going to rooftop for maintenance

Recognize, define, and document resolutions and repeatable fixes for frequent issues that will be published to the team and Level 1 support

Document and escalate issues to appropriate IT technology, infrastructure and application groups via standard processes and business leadership

Participate in off-hour support as needed

Work effectively across multiple corporate functions including business, engineering, operations, and manufacturing

Create training documents, as necessary, and train peers and end-users

Maintain awareness of IT trends, technology, and regulations that could impact company and identify risks and issues

Attending Reyes Holdings IT change control and other infrastructure related meetings and identify, approve, or deny change requests control that could have possible impacts to the business

Responsible for asset management, to include maintaining current inventory of devices, tracking devices, reclaiming devices no longer in use, and aligned procurement and spend company expense and capital funds

Interact and manage incidents with 3rd party vendors for support

Independently run small projects, leading application, infrastructure, and business resources utilizing the SDLC model including resource and budget management

Independently develop and nurture strong and appropriate relationships with business and technical partners as well as customers to advance system efficiency and overall IT perception and support

Other projects or duties as assigned

Required Skills and Experience:

Bachelor’s degree in computer engineering, information technology, or any computer-related field and at least 4 years of previous work-related experience working in a technical support environment, specifically supporting business applications and devices

Thorough knowledge of supported software applications and hardware

Familiar with server rack configuration and able to add, remove or modify devices

Working knowledge of common network and end user device troubleshooting is preferred

Understand the difference between software deficiency and user training and can apply knowledge appropriately

Maintain MDFs and IDFs health and cleanliness

Must be analytical and detail-oriented with excellent troubleshooting and problem-solving abilities

Must be an independent thinker and decision maker, with the interests of the business and business continuity in mind

Must have strong communication, organization, and interpersonal skills, in addition to excellent customer service skills

Ability to manage multiple tasks simultaneously

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively present information and respond to questions in a group setting

Ability to provide remote support to end users over telephone or screen sharing

Ability to work in 24/7 warehouse environment

Willing to travel to distribution centers up to 75%

Self-motivated with the ability to meet deadlines on multiple tasks

This position must pass a post-offer background and drug test

Preferred Skills and Experience:

Project management experience and/or certification

Familiarity of business intelligence and data analytics solutions

Physical Demands and Work Environment:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Due to the nature of our business regarding such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions.Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.