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Field IT Analyst - RCCBJob ID #:49263
Position Type:Full Time
Location:San Jose, CA
Shift:Shift 1 (Day)
Department:Information Technology and Technical Support
Education Required:Associates Degree
Experience Required:1 - 3 Years
Position Description:Position Summary:The Field IT Analyst will provide support to internal customers at various distribution and manufacturing centers in support of day-to-day IT operations, assist with implementing projects, and other initiatives as assigned. This position is accountable for resolving high levels of computer and application issues. Additionally, the Field IT Analyst will review the logging and documenting of solutions to common issues, as well as identifying recurring issues and escalate as appropriate. This position works closely with other functions within IT to drive issues to resolution Effective written and verbal communication skills are critical. The ideal candidate will want to pursue IT as a career.People or Process Management Responsibility: NonePosition Responsibilities may include, but not limited to:Establish and maintain business relationships with local management at assigned field locations to understand and address their needs.
Issue resolution for support incidents, demonstrating consistent ability to own issue resolution from start to finish; escalating where appropriate
Assist internal customers with questions about software and hardware using knowledge base and leveraging other team members
Assist in solving issues with business applications through personal knowledge and by working with other teams
Log and maintain support incidents in help desk software
Document resolutions and repeatable fixes for frequent issues
Assist in training end-users using pre-defined processes
Plan and manage support projects under direction of Field IT Manager.
Responsible for asset management, to include maintaining current inventory of devices, tracking devices, reclaiming devices no longer in use, etc.
Follow existing development and change control standards; bridge the gap between business requirements and technical solutions to achieve optimal results
Assist end-users in finding IT solutions for normal business activities; share ‘Best Practices’ in technology across the group
Visit field locations as required to support applications and selling/delivery systems, provide assistance with IT hardware, Telecommunications equipment and LAN/WAN equipment
Maintain 100% conformance to organizational hardware and software standards and 100% compliance with all corporate standard operating procedures.
Respond to network infrastructure and file server failures as required to maintain the maximum system uptime of production systems and applications.
Participate in continuous improvement practices to ensure the delivery of effective, timely, and professional Technical and Customer Service.
Keep abreast of new technologies and act as a consultant to the rest of IT and the business on new trends and opportunities
24/7 support for business impacting P1 and P2 Incidents
Willing to travel to remote distribution centers up to 40%
Any other duties as assigned
Preferred Skills and Experience:Project Management experience
LAN/WAN Cisco experience
Service Now, Service Desk Plus or other ITIL system knowledge
Experience in distribution or manufacturing
Position Requirements:Required Skills and Experience:Associate’s degree in Information Systems, Management Information System, Computer Science or related field or at least 2 years’ previous work-related experience working in a technical support environment, specifically supporting business applications and devices
Excellent verbal communication skills, including the demonstrated ability to listen and to communicate effectively and persuasively with individuals, and in presentations to groups
Must be analytical and detail-oriented with excellent troubleshooting and problem-solving abilities
Must have strong communication, organization and interpersonal skills, in addition to excellent customer service skills and the ability to assist and train end-users
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
Self-motivated with the ability to meet deadlines on multiple tasks
Excellent written communication skills.
Proficient in Microsoft Office
Proficient with End User Devices – PC, Laptop, Tablets, Windows, Android, IOS
This position must pass a post-offer background and drug test.
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 in regard to 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.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability, or protected veteran status. Drug Free Workplace.As an Equal Opportunity Employer, Reyes Holdings companies will recruit and select applicants for employment solely on the basis of their qualifications. Our Practices and Procedures, including those relating to wages, benefits, transfers, promotions, terminations and self-development opportunities, will be administered without regard to race, color, religion, sex, sexual orientation and gender identity, age, national origin, disability, or protected veteran status and all other classes protected by the Federal and State Government. Drug Free Employer.
