IT Support Analyst

As a Tier 1 and Tier 2 Support Analyst specializing in hardware with a requirement for travel to various warehouse locations, you will play a critical role in providing technical support for hardware-related issues within the organization. Your primary responsibility is to assist end-users, diagnose, troubleshoot, and resolve hardware-related problems, ensuring that employees have reliable and efficient computing resources.

This role is NOT a remote work position.

This role will also require periodic travel to different warehouse locations for on-site support.

Key Responsibilities:

Tier 1 Support:

• Helpdesk Support: Act as the first point of contact for hardware-related inquiries and issues from end-users. Log all incidents and service requests, ensuring proper documentation.
• Basic Troubleshooting: Provide initial diagnosis and basic troubleshooting for hardware problems, including desktops, laptops, printers, and peripherals, both on-site and remotely.
• Password Resets: Assist users with password resets and account lockouts, whether on-site or remotely.
• User Training: Provide basic guidance to users on hardware and software usage, helping them with common issues, both in the office and at remote warehouse locations.
• Ticket Escalation: Escalate more complex hardware problems to Tier 2 support when necessary, offering remote assistance and on-site support as needed.
• Inventory Management: Maintain accurate records of hardware assets, including tracking and managing inventory at various warehouse locations.

Tier 2 Support:

• Advanced Troubleshooting: Conduct in-depth diagnosis and advanced troubleshooting for hardware issues, including hardware replacements or repairs, both on-site and remotely.
• Hardware Maintenance: Perform hardware maintenance tasks, such as cleaning, upgrading components, and ensuring devices are up to date, both at the primary location and remote warehouses.
• Software Installation: Assist with software installation, configuration, and updates on hardware devices at multiple locations.
• User Account Management: Manage user accounts, permissions, and access rights on hardware devices at all locations.
• Documentation: Maintain comprehensive documentation of hardware issues, resolutions, and knowledge base articles for future reference, ensuring it is accessible to team members at all locations.

Qualifications:

• High school diploma or equivalent (Bachelor's degree in a related field is a plus).
• Relevant hardware and technical certifications (e.g., CompTIA A+, CompTIA Network+).
• Previous experience in a Tier 1 or Tier 2 hardware support role.
• Strong knowledge of computer hardware components, operating systems, and peripherals.
• Proficiency in troubleshooting and diagnosing hardware issues.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and critical thinking abilities.
• Additional Requirements:
• Physical capability to lift and move computer equipment when necessary.
• Availability for occasional on-call support or after-hours work.
• Valid driver's license and willingness to travel to various warehouse locations as needed.

Travel Requirements:

Periodic travel to various warehouse locations to provide on-site support and address hardware issues (travel frequency and duration to be determined by the company's needs).

We take care of you: A&B Distributors offers a full benefits package that includes: Medical, Dental, Vision, Life, short and Long Term Disability Insurance, Vacation, Sick and Paid Holidays, 401(k) Retirement Plan with company match and much more!