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IT Support Call Center Analyst
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Company: O'Reilly Auto Parts Contact:
Post Date: 05/16/19 Phone:
Job Type: Full Time Fax:
Reference: MOitc9egqu Mailing Address:

Under general supervision, the IT Support Call Center Analyst will provide first line contact for issues including technical software, hardware, and network problem resolution along with operational assistance to all store system users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. Clearly communicate technical solutions in a user-friendly, professional manner. Provide one-on-one end-user training as needed. Pass more complex end-user problems to WAN Admins, Store Support Administrators, or to Store Systems Admins.

Essential Job Functions

  • Provide technical assistance and support for incoming issues related to computer systems, software, hardware, and store operations. This service is     available to the stores 24 hours a day, 7 days a week
  • Provide first level troubleshooting with Local Area Networks (LAN), Wide Area Networks (WAN)
  • Identify and analyze computer problems. Develop and implement logical and effective solutions
  • Escalate advanced issues to IT Support Administrators    
  • Responsible for supporting the installation, modification, and repair of computer hardware over the phone    
  • Provide excellent customer service    
  • Provide overflow support for other departments after hours    
  • Assist in the implementation of technology projects

Skills and Qualifications

  • Excellent inter-personal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills    
  • Critical thinking and troubleshooting skills    
  • Excellent customer service skills   
  • Ability to think outside-the-box, perform research, and operate independently or in a group setting
  • Basic technical/computer knowledge
  • Bi-lingual written and verbal skills desired
  • CompTIA Linux + Certification or equivalent desired
  • Cisco CCENT Certification or higher desired

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