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The IT Help Desk Analyst is responsible for 1st level support of hardware and software systems used by Tropic Supply staff, including those used by staff in corporate offices, outside distribution centers, and field representatives.

SUPPORT ACCOUNTABILITIES

• Handle staff support requests that may include troubleshooting, assisting, escalating, or redirecting as required
• Respond to queries, isolate and troubleshoot basic issues with hardware (desktops, laptops, thin clients, tablets, smartphones, printers, scanners, and other equipment), operating system (Windows), MS Office (Word, Excel, Outlook), and other applications
• Perform basic user account administration in Microsoft Active Directory: create users, reset passwords, add users to groups, knowledge of distribution and security groups.
• Analyze, test, troubleshoot and evaluate existing LAN & WAN system and route issues to level 2 support when necessary.
• Support may be provided via ticketing system, phone, walk-up, email, instant messaging, or other methods of communication
• Conduct initial triage and log of service requests into ticketing system for proper attention and follow-up
• Investigate problems, working with other departments and third-parties as required, and ensure concerns are resolved in a timely manner
• Spot recurring technical issues and assist with creating solutions to address the root of the problems
• Assist in maintenance of proper procedural documentation for support team
• Enforce compliance for User Security Policies and company best practices
• Work with other members of support team to execute on project-based work such as new hardware or software deployments and pre-rollout testing of new hardware and software
• Maintains high service levels by ensuring key performance goals and metrics are met, or exceeded
• Complete other duties as assigned, which may include projects
• Training will be provided for ERP system (Infor Distribution SXe) and associated systems

QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS

• High School Graduate; University or College Degree
• 1-3 years’ support experience, preferably in a technical capacity
• Team player skills
• Analytical approach to problem solving
• Basic systems and network administration knowledge
• Desire to learn new technologies

CORE VALUES:

All Tropic Supply Team members are expected and required to demonstrate behavior and actions consistent with the Company’s core values at all times: Including but not limited to:

• Consistently providing resourceful and reliable solutions
• Managing relationships, not transactions
• Being accountable for their actions
• Maintaining a positive attitude
• Operating at all times with integrity
• Treating people (internal and external customers) with respect and humility.

PREFERRED SKILLS

• Experience supporting users in a multi-location, point of sale environment.
• Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity.
• Strong customer service and problem-solving skills/aptitude
• Excellent verbal and written communication skills.
• Able to prioritize effectively.
• Ability to successfully engage in multiple initiatives simultaneously.
• Practical knowledge in installing and configuring operating systems, networked and local printers, and business applications
• Spanish is a plus

Physical Environment / Working Conditions:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.
• Physical: The employee is occasionally required to sit, climb, stoop, kneel, crouch or crawl. The employee must frequently lift and/or move technical equipment up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Work is performed with telephone equipment, computers, fax, printer and scanners.
• This is a full-time position and hours of work and days are Monday through Friday 7:00 am to 4:30pm.
• Tropic Supply, Inc. is an equal opportunity employer, drug free workplace who pays 100% of the employee’s health insurance and life insurance. We also offer our employees short term/long term disability policies, dental/vision plans, a matching 401(k) plan and other benefits.