Technology Operations Analyst

Associate’s degree in computer science, computer information systems, or related field (or equivalent work experience in lieu of degree)
2 years of IT experience in a support or operations environment working with personal computers or client/server platforms and/or hardware

Provides remote or in-person technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks.
Attempts to resolve problems, then escalates problems as necessary to appropriate resources.
Analyzes and prioritizes incoming requests and alerts.
Tracks and documents problem details, service request status, and resolutions into the company incident management system. Monitors problem resolutions to achieve closure.
Interacts with third-party hardware and/or software vendors by initiating and supporting vendor services as necessary.
Identifies recurring problems and escalates to senior staff for prioritization and investigation.
Installs and/or upgrades hardware and software to set up and maintain computer systems.
Performs basic preventative maintenance and break/fix repairs on technology, including more complex devices.
Contributes to the knowledge repository for technical support; documents workarounds for problem records; compiles information related to new technology.
Performs system backups and ensures integrity of backup media and peripherals.
Identifies and suggests possible improvements on procedures.

Experience working with third-party IT vendors and/or software/hardware suppliers
IT experience in the retail industry
Experience writing technical documentation or standard operating procedures related to IT technical support or deployment
CompTIA A+ Certification