IT Support Analyst- II

  • Sherwin-Williams
  • 600 Superior Ave E 23rd Floor, Cleveland, OH 44114, USA
  • Nov 09, 2020
[Information Technology]

Job Description

Here, we believe there's not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there's a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. We'll give you the space to share your strengths and we want you to show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show!Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans.Position SummaryThe role of the Support Analyst II is to provide point-of-contact support for The Americas Group store employee and computing issues, including tracking, logging, reporting and resolving level one hardware and software problems through an automated problem tracking system. This position handles Service Desk coverage, incoming requests and existing open escalations, providing both incident troubleshooting and problem management for the stores community. Significant interaction with personnel of all levels of the Company requires staff members possess very capable personal attributes, in addition to aptitude for ongoing development of technical skills.Core ResponsibilitiesStrategy & Planning* Contribute to process improvement plans.* Provide solutions to known POS problems with attention toward problem prevention.* Participate in decision making according to established guidelines, standards and procedures.* Participate in knowledge transfer from Second Level Support Teams following problem escalation.Acquisition & Deployment* Assist with the identification and implementation of solutions that provide enhanced functionality and value.* Deploy service solutions that simplify processes.Operational Management* Troubleshoot Point of Sale equipment and Tint equipment (Servers/Clients and all Peripherals).* Troubleshoot all peripherals including Credit Card Reader, POS and Tint scanner guns, Epson printers/Cash Drawer, Lexmark printers, Multi-Function printers, AML, pole displays, VSAT, Frame Relay, HAN/DSL, and MPLS.* Troubleshoot all wiring and cabling problems that connect all work stations, networking applications, telephone terminators and wireless network.* Support store applications, i.e., Kronos, Price Record Cards, HEARS, S.T.A.R.T., MMS, LibreOffice, EDI, PQR, BOLDOC, SherColor, Delivery, Phoenix, Color Eye software performance levels, Tax Record Card, Inventory, Customer Satisfaction and Product Performance Reports and Kronos.* Troubleshoot Color Match equipment.* Support store openings, renovations and closings regarding computer and VSAT installations and de-installations.* Assist various technicians (Hughes, Store Installation Managers, Vendors, Corporate IT and Landlords).* Provide and update documentation and procedures for review.Position RequirementsEDUCATION* Required: Associate's Degree in a related field or equivalent experience.KNOWLEDGE & EXPERIENCE* Required: 1 years of IT experience.* 1 years of experience with computer hardware and/or software.* 1 years of experience in customer service related work.* Fundamental understanding of information technology infrastructure and computer platforms.* Fundamental understanding of computer administration concepts.* Fundamental understanding of LAN/WAN environment.* Fundamental understanding of store network connectivity with peripheral devices.Physical Activities/Capabilities/Work Environment* Sit for extended periods of time; walk and stand occasionally.* Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components constantly.* Lift and transport moderately heavy objects, such as computers, devices, and peripherals occasionally.* Work environment involves everyday risk or discomforts requiring normal safety precautions typical of such places as offices, meeting and training rooms, i.e., use of safe work practices with office equipment, avoidance of trips and falls, and observance of fire regulations.* Work area is adequately lighted, heated and ventilated.* Some travel may be required.* Work outside the standard office 7.5 hour workday may be required.Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.
Associated topics: assistant, client support, customer support, edi, excel, help desk, information technology help desk, msword, technical support, technical support specialist