Systems Support Analyst Level I

4779

Full Time

Job Title              Systems Support Analyst Level I

Department         Store Systems

Location              Corporate Office

Reports to           Support Desk Supervisor

General Purpose

The Systems Support Analyst is the primary point of contact for business users on company supported systems including but not limited to hardware, software, operations (policies & procedures), phones, network and mobile devices.  This position will also act as a liaison between other departments during and outside normal business hours for both non-emergency and emergency situations.  This position requires knowledge of commonly used concepts, practices and tools within the IT community.  This position will work with both technical and non-technical personnel in performing fault isolation with hardware and software issues, both inside and outside the company.  Position will require evening, weekends and holiday availability.

Key Tasks and Responsibilities

This description intends to describe the general nature and level of work performed by Teammates assigned to this role.  It is not intended to include all duties, responsibilities and qualifications.

• Respond to requests for technical assistance in person, via phone or electronically.
• Log all support interactions.
• Answer questions related to company operational policies and procedures.
• Redirect problems to correct resource.
• Diagnose and resolve problems related to company supported software and hardware including 3^rd party equipment.
• Correspond with other departments and Third Party Vendors as necessary.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions and tasks analyses.
• Inform management of recurring problems.
• Stay current with system information, changes and updates.
• Perform depot of hardware as needed.
• Assist with software/hardware testing.
• Assist with projects.
• Review training materials or attend training as assigned in the computer based training application or as assigned by your management team.
• Other duties as assigned.

Education and Training

A High School Diploma or appropriate job related experience is required.

Language Skills

Ability to read, analyze, and interpret technical procedures. Must be able to communicate with technical and non-technical personnel. Ability to write reports, procedure manuals and correspondence. Ability to effectively present information and respond to questions from groups of Managers and Teammates. Ability to effectively work in a team environment and look to accomplish goals for the team.

 

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to add, subtract, and divide.

 

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

 

Computer Skills

To perform this job successfully, an individual should have knowledge of computers, data communications, and networking equipment; experience with Windows, Exchange, Office, and Database Systems.  Spreadsheet and Word processing software experience also required.

Knowledge and Experience

• Working knowledge of fundamental operations of relevant software, hardware and other equipment.
• Knowledge of relevant call tracking applications.
• Knowledge and experience of customer service principles and practices.
• Related experience and training in problem analysis and problem solving.
• Working knowledge of the retail industry.
• Attention to detail.
• Stress tolerance.

Core Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

 

Job Knowledge - Competent in required job skills and knowledge, exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

 

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations.

 

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings. Writes clearly and informatively; able to read and interpret written information.

 

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

 

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

 

Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; looks for and takes advantage of opportunities; asks for and offers help when needed.

 

Degree of Creativity - Creativity is required of the individual in this position. Creativity will prove especially useful in developing a common perspective with conversant for troubleshooting or training.

 

Planning/ Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

 

Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

 

Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

 

Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.

 

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

 

Independent Action - Ability to work independently, and in a team environment.

 

Degree of Social Interaction - Individuals in this position will interact with technical and non-technical personnel in the performance of their duties, as well as vendors and other tech support personnel.

 

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

 

Dependability - Follows instructions, responds to management direction; completes tasks on time or notifies appropriate person with an alternate plan.

Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Working Conditions

Physical demands described here are representative of those that must be met by a Teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the Teammate is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The Teammate is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The Teammate must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. May require sitting in front of a computer for 8 hours a day.

Position will require evening, weekends and holiday availability.

Store Number: HQ

Headquarters

Pay Range:

8310 Technology Drive

About Rack Room Shoes

Great shoes for men, women and children in comfort, dress, casual, and athletic categories make Rack Room Shoes the family footwear retailer of choice. The company offers a wide selection of nationally recognized brands known for their quality. Rack Room Shoes also offers an assortment of exclusive private brands commissioned from the best manufacturers in the business. Our private brands offer customers great styles and outstanding values, which translates into satisfied, loyal, repeat customers.

Charlotte, North Carolina US

Rack Room Shoes provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, marital status, disability, genetic information, age, military service, or any other characteristic that is protected by applicable law. This policy of equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, transfer, reassignment, demotion, discipline, discharge, performance evaluation, compensation and benefits.