Systems Support Analyst

Overview

At Northern Tool + Equipment we get up every day to serve the tradespeople who keep our country running strong and the weekend warriors who want to work like them. It's our mission to make sure they have the right tools for the job, and an easy, hassle-free experience at our store so they can get in, get out and get on with the job at hand. Your top priority as a Systems Support Analyst is to coordinate and implement all desktop systems, peripherals and end user devices that support the Company's end-user community needs. To coordinate and maintain resources to ensure a proper workflow for support activities while maximizing efficiencies and effectiveness by communicating to managers, supervisors and network analysts. Your positive, professional, roll-up-your-sleeves-to-help attitude contributes to our winning culture and makes sure we leave a lasting impression.

Key Responsibilities

• Provides technical support to all users contacting the help desk. Identifies and troubleshoots problems in a timely manner, seeks assistance for problems that cannot be resolved and maintains appropriate communication to the user and / or management until the problem is resolved.
• Works closely with team members to ensure that all customers receive the highest level of customer service possible by using best practices and educated judgment to implement sound solutions or device configurations.
• Identifies solutions for end-users so they can be as efficient and effective as possible in their respective roles by leveraging existing system resources and software or researching potential solutions for possible implementation.
• Documents all technical support requests in the help desk ticketing software providing adequate detail to maintain an efficient escalation process as well as building an effective knowledge base. Maintains documentation of IT policies and procedures.
• Maintains an accurate inventory of equipment, including serial numbers, licensing and configuration information and stays current with known system issues pertaining to operating systems or software conflicts.
• Uses research techniques and test lab environments to stay current with capabilities of existing desktop operating systems and end-user devices. Guides end-users in order to leverage capabilities of end-user devices in a productive manner.
• Implements and / or reconfigures systems as needed to achieve defined standards. Utilizes and manages imaging software, when appropriate, while preserving end-user configuration and file systems. Evolves the process and develops or updates procedures for desktop implementations so as to maximize support efficiency and minimize end-user downtime.
• Acts independently to identify solutions for end-users so they can be as efficient and effective as possible in their respective roles by leveraging existing system resources and software or researching potential solutions for possible implementation.
• Analyzes and implements standard desktop applications, including e-mail, so Help Desk Tier I support can be provided as needed to maximize a positive and effective environment for end-users to conduct their work.
• Completes the procedures necessary to ensure accurate operation of the Company's computer systems and prepares and distributes related reports to essential personnel when needed. Analyzes, troubleshoots and resolves issues when workflow is interrupted.
• Ensures that all scheduled back-up procedures and special functions are properly run. Troubleshoots and resolves issues found and escalates when appropriate.

What you will bring to the table

About Us

Northern Tool + Equipment is a family business with roots stretching back three generations to Minnesota's Iron Range, where our blue-collar work ethic and commitment to serving the people who do the tough jobs was born. Our mission is to be the best in the world at serving the professional tradespeople and those who want to work like them. With over 130 retail stores across 24 states, top national brands and global manufacturing operations designed to create our own specialized tools and equipment, we are busting our knuckles to deliver the products, prices and advice our customers need to succeed. We're looking for people who share our blue-collar work ethic. If you're the kind of person who likes to put your nose to the grindstone to help your customers and company succeed, we'd love to talk to you about becoming a member of our team.

Northern Tool + Equipment is proud to be recognized by Forbes as a Top Midsize Employer in 2023. We are committed to creating a workplace where your contributions are valued, and your professional growth is encouraged. When you join our team, you'll enjoy a comprehensive and competitive compensation package that includes :

When you join Northern Tool + Equipment, you're not just starting a job—you're joining a community that supports your success. Come be a part of a team where your skills, dedication, and passion are recognized and celebrated. Your future starts here!

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