IT Support Call Center Analyst

o'reilly automotive - Springfield, MO3.5

Full-timeEstimated: $33,000 - $45,000 a year
Under general supervision, the IT Support Call Center Analyst will 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. Pass more complex end-user problems to WAN Admins, Store Support Administrators, or to Store Systems Admins.

Essential Job Functions
Provide technical assistance and support for incoming issues related to computer systems, software, hardware, and store operations. This service is available to the stores 24 hours a day, 7 days a week
Provide first level troubleshooting with Local Area Networks (LAN), Wide Area Networks (WAN)
Identify and analyze computer problems. Develop and implement logical and effective solutions
Escalate advanced issues to IT Support Administrators
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 and Qualifications
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
Bi-lingual written and verbal skills desired
CompTIA Linux + Certification or equivalent desired
Cisco CCENT Certification or higher desired