Provide support to employees or internal customers in resolving complex or escalated technology issues. Ensure the proper day-to-day operation of internal technology applications and equipment. Troubleshoot software and hardware issues on tablets, smartphones, servers, and/or network equipment. May also handle phone and email assistance as well. Performs advanced tasks and completes the most-difficult assignments. Possesses advanced skill set within discipline. Works under minimal supervision with considerable latitude for independent judgment. May mentor less-experienced peers and assist supervisors but does not formally supervise others.
ESSENTIAL JOB FUNCTIONS
Prevent the interruption of business by ensuring store POS software, store and distribution center servers, and network devices are operational at all times.
Direct communication with store personnel, field management, and corporate users.
Ensure all Server, Telephony, Local Area Network (LAN), Wide Area Network (WAN) and Escalated software incidents are handled within Service Level Agreement (SLA).
Document known issues by creating and maintaining department Confluence/Wiki knowledge base.
Escalation point for advanced issues.
Identify and analyze complex computer problems. Develop and implement logical and effective solutions.
Assist in taking phone calls when assigned. Approximately 50% of time is spent in the phone queue.
Provide excellent customer service.
Assist in the implementation of technology projects.
Assist in the completion of projects assigned by IT Support Supervisors.
SKILLS/EDUCATION/KNOWLEDGE/EXPERIENCE/ABILITIES
Three or more years’ Service Desk experience.
Excellent customer service skills.
Excellent communication skills.
Excellent critical thinking and troubleshooting skills.
Ability to multitask.
High level of knowledge with Jira & Confluence software.
Advanced knowledge of Store Support department operations.
Advanced knowledge of store operations and procedures.
Bachelor’s Degree
Five or more years’ Service Desk experience
O’Reilly store management experience
Bi-lingual written and verbal skills.
CompTIA Linux + Certification or equivalent.
Cisco CCNA Certification or higher.
ITIL Foundations.
O’Reilly Auto Parts has a proven track record of growth and stability. O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.
Total Compensation Package:
O’Reilly Auto Parts is an equal opportunity employer. The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.
Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: rar@oreillyauto.com or call 417-862-2674, ext. 68901, and provide your requested accommodation, and position details.
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