Independent Technical Helpdesk - Support Analyst I in Raleigh, NC at Advance Auto Parts

Date Posted: 6/12/2018

Job Snapshot

Job Description

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class:

SUMMARY
The Independent Technical Helpdesk - Support Analyst I, will work with a team of Support Analysts to provide first-level technical support for CarQuest Independent Stores as well as company owned stores that are on the Exploris system.  Exploris and Weblink end users, applications and infrastructure; and perform technical support to keep all systems performing with minimum down time. The Support Analyst will work with internal and external customers to gather and verify information to accurately diagnose IT issues and troubleshoot to complete resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

    • Under general supervision, troubleshoot IT issues (identify probable cause with hard facts and data, investigate resolution, determine root cause, and demonstrate success of solution), by following instructions, learning from senior Analysts and Developers, and collaborating with other support teams

    • Escalate more complex problems to next level

    • Utilize software release documentation, knowledge bases, FAQs, and WIKIs to aid in problem resolution

    • Respond with urgency to system failure situations and provide collaborative solutions to other analysts, developers, engineers, and support teams

    • Clearly document problem resolution thoroughly in support tools for future reference and team member training; prepare reports used in tracking support and system availability in order to reduce/eliminate future issues

       

Job Requirements

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Experience using Microsoft Office Professional Series (Excel, Word, Access, PowerPoint and Outlook)

  • Experience using incident management systems (such as Remedy), for incident, problem, and change management processes

  • Previous experience in Exploris /Weblink and Basic understanding of retail operational procedures preferred

  • Ability to troubleshoot IT issues as well as hardware issues for the equipment in the stores

  • Understanding of accounts receivable and inventory management preferred but not required

  • Ability to integrate with a team, yet work independently to resolve technical problems

  • Experience handling multiple assignments and using prioritization skills in high-demand situations

  • Ability to communicate effectively with business users, technical staff and team members to reach solutions collaboratively, including the ability to present information and respond to questions from developers, engineers and customers

  • Ability to write reports, business correspondence and email, including the ability to implement an extensive variety of technical instructions in procedural or diagram form-Delete

  • Ability to respond to off-hour emergencies and perform evening, weekend, and holiday work as necessary

  • Ability to work on weekends one weekend a month as well as on call during the evenings every other month.

    EDUCATION and/or EXPERIENCE
    1-3 years’ experience; or equivalent combination of education and experience

    CERTIFICATES, LICENSES, REGISTRATIONS
    ITIL certifications preferred

    PHYSICAL DEMANDS
    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; sit; talk or hear; walk; use hands to finger, handle, or feel; reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

    WORK ENVIRONMENT
    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Weekend and shift work will be required.  Work Environment consists of normal office conditions. The noise level in the work environment is usually quiet.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class.