Associate Tech Support Analyst

THE ROLE: Associate Tech Support Analyst

We're looking for...

Associate Tech Support Analyst who will focus on the Warehouse Distribution Center in Shepherdsville, KY. You will be responsible for keeping our employees working their best by ensuring all software tools, hardware, and internal processes, are working at peak efficiency.

What You'll Do:

• Provide in-person hardware & software support for end-users in the Shepherdsville, KY, Warehouse Center while resolving requests via our ticketing system, phone and email from across the organization.
• Track and document customer requests through our incident management system, reflecting thorough troubleshooting processes.  Analyze, coordinate, and deliver timely and accurate problem resolutions.
• Coordinate and manage relationships with vendors and support staff.
• Research and recommend innovative, automated approaches for system administration tasks.
• Perform troubleshooting for common workstation software (WMS, Google, Office, Slack, etc.)
• Must be able to work On-Site Shepherdsville, KY Warehouse

The Team: 

You will be part of a tight-knit team of 6 people (one of three locally) that works together to support each other and find the best solutions. You will be able to expand your knowledge in both breadth and depth as you support both Mac and Windows workstations with local support responsibilities for all server and network infrastructure. We are an ever-evolving group of tenacious and kind Support Professionals looking to collaborate with our co-workers to always deliver the best solutions possible.

About You:

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you and sparks delight! We can't wait to learn more about you.

• 0-2 Year's of relevant experience in IT support
• Excellent interpersonal skills with the ability to influence both IT and business groups
• Ability to simultaneously manage multiple, concurrent tasks/projects with critical deadlines
• Provide on-call, off-hours support (maximum: one week per month)
• Perform upgrades and patch management of Operating Systems (Windows, MAC OS)
• AD knowledge including Open / Active Directory integration
• Perform root cause analysis and preparation of Major Incident Reports
• Disciplined, systematic problem-solving skills with the ability to work independently.
• Motivated self-starter: Eagerness to learn and grow
• Client Management tools (SCCM, Windows Remote Desktop, Jira ServiceDesk, AD Manager, Manahttan, etc.)
• Support for laptops, RF scanners, desktops, printers, VOIP and mobile phones
• Vendor Management / Vendor Relationship experience
• Must be able to lift equipment up to 40 pounds
• Must be able to work on elevated surfaces as high as 50 feet

Nice to have:

• Printer maintenance and repair
• Manhattan Administration
• Networking equipment and maintenance
• Sophos, Mimecast or other Enterprise Security Solutions
• Mac OSX administration
• Zoom administration

Role Location: You must be able to work On-Site Shepherdsville, KY Warehouse 8:00AM - 5:00PM EST Monday – Friday. 
*Hours can fluctuate based on business need or during Peak season

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