Field Operations Analyst 2

The Field Operations Analyst II provides IT support across Reliance. The Field Operations Analyst II is responsible for providing on-site support to end-users by installing, configuring, troubleshooting, and maintaining various types of software and hardware in support of our business offices and warehouses. The Field Operations Analyst II must be able to quickly evaluate business problems and work towards solutions through collaboration across the IT organization. The Field Operations Analyst II must be articulate, process driven, and have a strong desire to deliver outstanding customer service.

Technical Support – Provides Tier II technical support via telephone, email, online or on-site to end users on a variety of technical issues and problem resolution techniques.

• Determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem

• Provide on-site support for remote IT groups such as Network and System Engineering

• Evaluate reported problems, determine issue severity, and collaborate with other IT departments to resolve the reported issue

• Identify, troubleshoot, research, and resolve routine technical problems

• Follow established policies and procedures for accessing a user's system remotely

• Work to develop additional technical knowledge and skills

• Provide practical solutions to a wide range of applications/technology problems/issues

• Identify repeatable incidents and create KnowledgeBase articles for the Incident Management system

• Develop and maintain documentation of assigned tasks, requests, and incidents

• Drive resolution of medium to high complexity customer reported issues via remote support and on-site visits Areas of responsibility include installing, troubleshooting, configuring, and maintaining office and warehouse computer equipment (e.g. desktops, laptops, monitors, scanners, multi-function printers, tag printers, tablets and cell phones)

• Manage and track all client-facing technology products, including hardware and software by documenting the products by user and location

• Build a historical record of issues by clearly documenting reported problems (incidents) and steps for resolving the problems using our Incident Management System

• Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures

• Bachelor’s Degree or equivalent work experience in a related field required

• 3+ years’ experience providing IT support in a warehouse/office environment required

• 3+ years’ experience with all Microsoft Office products required

• 3+ years’ experience supporting Warehouse automation products (Wireless access points, Thin Clients, RF scanners, and label printers) required

• 3+ years’ experience with various end user computing devices (PCs, Laptops, tablets, cell phones, and printers) from major manufacturing companies required

• Working knowledge and experience with troubleshooting network issues

• Excellent troubleshooting and analytical skills required

• Excellent customer service skills, with an ability to work with people with various technology backgrounds

• Must have the ability to communicate effectively (verbal and written) across all levels within an organization

• Detail oriented with interpersonal communication skills

• Must be self-motivated, extremely resourceful, and able to work independently, with minimal supervision and as part of a cross functional team

• Must be able to work in a fast-paced work environment; may be required to work additional hours to complete work efforts in response to reported customer problems and/or project assignments

• Excellent written, verbal, business, and technical communication skills required