End User Support Analyst

Overview

Looking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS!

Location Address:

1000 S. 2nd Street
Job Description:

RESPONSIBILITIES

• Delivers Level II IT support in accordance with IT service level objectives and agreements for end user computing environments
• Resolves basic and intermediate complexity Level II end user computing equipment and application problems
• Responds to and resolves incidents regarding hardware and software issues on computer workstations and mobile devices in corporate offices, plants and store locations
• Collaborates with Systems Administrators and IT Field Services maintenance technicians on the maintenance of existing supported environments and the development of new releases
• Images and distributes new and existing computer systems and mobile devices
• Performs installation, moves, changes or upgrades, and disposal of computer hardware and/or software products as needed, and corrects software configuration issues
• Diagnoses and repairs printer malfunctions
• Diagnoses and repairs mobile devices and cell phone malfunctions or coordinates replacement/repair as necessary
• Receives, updates, and tracks incident tickets to resolution
• Works with Senior End User Computing Support Analysts to resolve more complex Level II end user computing equipment problems
• Works with End User Trainer to identify training needs based on review of incident reports and feedback from associates
• Prepares and updates support documentation for end user computing environments
• Maintains knowledge of standard hardware and software for end user computing environments

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Delivers IT support in accordance with IT service level objectives and agreements for end user computing environments Resolves basic and intermediate complexity end user computing equipment and application problems Implement and maintain workstation and mobile device solutions, including hardware and software installations and upgrades Utilizes tools and utilities required to manage and keep secure Weis Markets' endpoints Supports managed print services devices and utilities Responds to and resolves incidents regarding hardware and software related to end user devices Collaborate with other Information Technology teams on the install and maintenance of existing supported technology environments Images and distributes new and existing computer systems and mobile devices Performs installation, moves, changes or upgrades, and disposal of computer hardware and/or software products as needed, and corrects software configuration issues Diagnoses and repairs mobile devices and cell phone malfunctions or coordinates replacement/repair as necessary Receives, updates, and tracks incident and request records to resolution Prepares and updates support documentation for end user computing environments Maintains a high level of technical competence in the systems supported, aligning Information Technology best practices to organization processes and client mindsets Inventory and tracking of company equipment and software licenses Complete training on servicing all equipment to be maintained Maintain a safe and clean work environment

KNOWLEDGE MANAGEMENT

The End User Services associate develops, organizes, and publishes documentation to provide a knowledge base to the Weis Markets End User Services team. This role executes analysis of data and processes and is responsible for End User Services resource training, refresher courses, and may conduct training to existing staff to ensure consistency and accuracy of processes.

• Document business process and technology systems. Prepare and update training materials and other supporting documentation relevant to technologies supported
• Maintain organization of documentation relevant to delivery of End User Services to provide a knowledge base.
• Identify the various knowledge bases used within End User Services and ensures all documents reside on all knowledge bases are consistent and searchable with key words.
• Act as an administrator of all knowledge base documents within End User Services to ensure revisions are timely.
• Identify areas of opportunity where triage and troubleshooting documents are needed, develop, train, and publish documents that contribute to accurate and consistent operations within End User Services.

Qualification Requirements

• To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

Education and/or Experience

• Four-year degree or equivalent experience in Computer Science or related field
• Two years relevant experience performing end user services
• An equivalent combination of education, experience and/or training may be considered
• Formal experience and/or training in personal computer hardware and software support with emphasis on Windows Operating Systems , Microsoft Office, and Office 365 environments
• Formal experience and/or training in mobile device hardware and software with emphasis on Android, Windows phone, and iOS platforms
• Demonstrated intermediate to advanced software application knowledge to include Microsoft Office and McAfee Anti-Virus
• Working knowledge of thin clients and virtual desktops
• Working knowledge of cloud computing solutions
• Familiarity with intermediate to advanced networking terminology and concepts
• Familiarity with enterprise deployment and systems management tools such as Microsoft Systems Center Configuration Manager
• Previous troubleshooting experience and decision-making abilities

Communication

• Excellent customer service skills
• Ability to use deductive reasoning to troubleshoot incidents
• Strong oral and written communications skills
• Well-developed interpersonal skills
• Key participant in delivery of Information Technology services and associate navigation of Information Technology processes
• Effectively communicates relevant information to leaders
• Tactfully communicates sensitive information
• Maintains confidentiality of corporate information
• Identifies budget needs relevant to position and communicates to leadership
• Monitors and reports status of business imperatives to assigned business area
• Self-motivation, organization, and strong innovation skills
• Maintains a positive attitude and demonstrates professionalism and a commitment to corporate success
• Possess good communication, organizational, analytical, and interpersonal skills with clients to identify needs and evaluate alternative business solutions with project management
• Must be able to use interpersonal skills to influence others.

Technical Understanding and Knowledge

• Familiarity with ITIL or related service delivery frameworks
• Experience with incident troubleshooting and escalation
• Experience using help desk ticketing software
• Advanced understanding of software, hardware, and network support for business systems
• Thorough understanding of Information Technology service offerings, technical preferences, and technical direction
• Advanced knowledge of Microsoft Office applications
• Demonstrates working knowledge of mobile device use on multiple platforms (iOS, Android, Windows) and enterprise mobile device management solutions
• Understands user interactions and needs as they relate to modern Microsoft Windows operating systems and associated tools and utilities
• Demonstrates technical aptitude and can learn new applications and systems quickly
• Demonstrates awareness of supported applications in use and identifies sources of information as needed to support those applications
• Ability to work in a stressful environment and meet deadlines with little supervision.
• Has general knowledge of the need to follow IT General Controls and compliance protocols such as Sarbanes Oxley (SOX), Payment Card Industry (PCI) and Health Insurance Portability and Accountability Act (HIPAA)

Weis Markets is an Equal Opportunity Employer: Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.