End User Experience Analyst I
- Retail Acquisition & Development, Inc.
- US-TX-Dallas
- 1w ago
- Full-Time
- On-site
...
Our mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch.
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At Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. That's why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us!
Job Description
Job Summary
Under close supervision, the End User Experience Analyst I is responsible for providing second level support for the Interstate Batteries systems, services and productivity tools utilized by Interstate team members while maintaining exceptional end user experience.
Key Responsibilities
Maintains the day-to-day operations of workstation environment.
Manages all end user workstation (laptops, desktops) through its lifecycle from provisioning to decommissioning.
Handles and tracks all adds, moves, changes, incident resolution and operational process improvements, while maintaining exceptional end user experience.
Manages all second level voice/video and mobile solution needs for company owned assets.
Provides hands-on support for our technologies.
Effectively manages a ServiceNow work queue.
Provides hands-on technical support of various workstation, video, voice and mobile platforms to ensure fast resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements.
Exhibits excellent customer service skills daily.
Other related duties as assigned.
Qualifications
Associate’s Degree in Information Technology, related field or equivalent work experience
A+ or other IT hardware focused certifications- a plus
Previous Helpdesk or desktop support experience – a plus
Exceptional written and oral communication skill
Exceptional interpersonal skills, with a focus on listening and questioning skills
Strong documentation skills
Basic PC knowledge needed
Ability to conduct research into a wide range of issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language to non-technical staff and end users
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Knowledge of ServiceNow a plus
Scope Data
Works with all IB team members and other IT departments.
Incident resolution
Active Directory operation
Workstation OS administration
Process documentation
ITSM procedural adherence
Remote computer troubleshooting
Mobile device administration
Asset Management
Work Environment
Ability to sustain posture in a seated position for prolonged periods of time.
Regularly required to use hands to grasp or handle, talk and hear, stand and walk.
Specific vision abilities include close vision, depth perception and ability to adjust focus.
Ability to occasionally lift and/or move 20+ lbs.
Prolonged use of personal computer & telephone.
Note: We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.
Interstate Batteries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Interstate Batteries complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Interstate Batteries expressly prohibits unlawful discrimination on the basis of age, race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, medical condition, genetic information, national origin, ancestry, disability (mental and physical), marital status, military status, veteran status, citizenship or any other characteristic protected under applicable local, state or federal law.