Analyst, App Sys Support

8116 - Midtown Office - 2220 W. Broad Street, Richmond, Virginia, 23220

CarMax, the way your career should be!

The Technical Support Analyst I reviews, analyzes, and evaluates Information Technology systems operations tickets to provide application support to CarMax end-users. This support can be either reactive to production problems, systems outages, and immediate business changes; or, this support can be proactive in order to support planned business objectives. The Technical Support Analyst I will be expected to learn and utilize different tools, processes, and services as well as work with mentors and peers to understand the systems under their responsibility. The Technical Support Analyst I will be expected to resolve basic application problems leveraging a knowledge base and partner with other team members to resolve the more complicated customer issues.

This person will frequently be found interacting with business users in the field and at the home office in order to better understand the issue and communication regarding the resolution.

Requires a bachelor's degree in an IT related area or a minimum of 2 years of experience in a support related field. Relies on experience and judgment to plan and accomplish goals. Good at managing multiple priorities and staying organized. Looking for a creative and motivated problem solver. Reports directly to a team manager.

PRIMARY DUTIES AND RESPONSIBILITIES:

Work Requirements:

• Ability to Maintain ticket levels within SLA's
• Ability to debug and troubleshoot through basic problems
• Ability to do root cause analysis and identify short term solutions
• Ability to appropriately use team support documentation
• Ability to resolve tickets in our systems with accuracy and completeness

• Ability to write and understand basic SQL
• Ability to write knowledge base articles

• Ability to monitor systems and application performance in order to highlight problems or suggest further improvements

• Ability to do independent analysis and decision making

• Ability to evaluate and prioritize multiple tasks and stay organized
• Ability to effectively track and report on the progress of work
• Strong communications skills
• Actively participate in Support Center of Excellence

Special Projects

Schedule Requirements:

• Participate in a 24x7 on-call rotation and after hours support as scheduled

Education/Experience

• 2 years technical/support experience required or 4 years degree in IT related course of study.

Work Location and Arrangement: This role can be based out of the Richmond, VA Technology Innovation Center or the Dallas Technology hub and have a Hybrid work arrangement

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent, and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation's largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to age race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.