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IT Support Analyst I at Do it Best Corp. – Fort Wayne, Indiana

Do it Best Corp.
Fort Wayne, Indiana, 46802, United States
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About This Position

IT Support Analyst I

IT Support Analyst I
Location: Fort Wayne, IN
Level: Salaried
Division / Department: Information Technology
Reports to: Manager of Network Operations
Working Hours: Three Shifts for 24 x 7 coverage, Sunday - Thursday 11PM - 7:30AM

About the Role:
We are seeking a skilled and vigilant Support Analyst to join our IT team. The successful candidate will be responsible for providing technical assistance and support for incoming alerts and issues related to computer systems, software, hardware and network infrastructure. The analyst ensures timely response, resolution of problems, escalates complex issues, and contributes to continuous service and system improvements.

Responsibilities include:
  • Triaging, investigating, engineering alerts and real-time monitoring using such tools as Grafana / Prometheus, Azure Application Insights & Log Analytics, Kafka /Kafbat / K9s and Databricks for analysis of data.
  • Log, track, and manage incidents and service requests using the company's ticketing system, ensuring issues are resolved within defined SLAs or runbooks.
  • Respond to and troubleshoot network outages, performance degradation, and as applicable security threats using documentation and runbooks. Escalate complex system issues to senior IT on-call staff or management as necessary.
  • Using network engineering tools, analyze and troubleshoot alerts by either resolving or escalating to appropriate IT teams.
  • Document solutions and contribute to the creation and maintenance of runbooks, alerts and technical procedures on supported systems.
  • Collaborate with other IT teams (Infrastructure, application, development, EDI and cybersecurity to escalate and/or resolve complex incidents.
  • Provide first-and second-level support to users for software and system issues across various communication channels (in person, email, phone, chat).
  • Participate in projects and initiatives related to system upgrades, software rollouts, process improvements and assist in identifying opportunities for system improvements or automation.
  • Support and maintain corporate and RSC printers.
  • Assist with Desktop provisioning and setup.
  • Compliance and Best Practices: Ensure adherence to IT policies, compliance standards, and best practices in network management.
  • Assist with training as needed for cross functional coverage and new team members.
Education and Experience:
Required
  • Problem-Solving: Strong analytical and problem-solving skills to troubleshoot system monitoring in a timely and effective way.
  • Communication: Excellent communication and interpersonal skills.
  • Availability: Willingness to work various shifts, such as nights, weekends, and holidays as needed.
  • Familiarity with complex Tools and Engineering Work.
  • Proven experience or training in network operations or similar role within IT
  • Cross-functional Collaboration by working with Infrastructure, development teams and application analysts.
  • Familiarity with Windows server environments.
  • Familiarity with Cloud systems and technologies.
  • Analytical and Independent Judgment
  • Passion for technology and learning.
Preferred
  • Education: Bachelor's degree or Associates degree in Computer Science, Information Technology, or a related field.
  • Proven skills with complex Tools and Engineering Work.
  • Experience: Experience in network operations, system administration, cloud technology, IT development or a similar role.
  • Certifications: Certifications such as Cloud applications, CompTIA Network+, CCNA, Engineering tools or equivalent
  • Proven cross-functional Collaboration by working with Infrastructure, development teams and application analysts.
  • Hands-on experience with monitoring, network and application diagnostic, and network and application analytics tools.
  • General knowledge of network and application infrastructure, including routers, switches, firewalls, Internet Service Providers, telephony and VPNs.
  • Proven skills with Windows server environments.
  • Proven skills with Cloud systems and technologies.
  • Understanding of network security best practices and protocols (e.g. IPSEC, BGP, 802.11, QoS).
  • Ability to learn and operate a mainframe system.
  • Familiarity with Enterprise systems like DOMS, WMS, Fusion and mainframe job processing.
  • Analytical and Independent Judgment
  • Passion for technology and learning.
Skills and Abilities:
Required
  • Active Listening - Giving full attention to what other people are saying, taking time to understand the point being made, and asking appropriate questions.
  • Ability to use complex network tools to analyze and solve problems.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Time Management - Managing one's own time.
  • Troubleshooting - Determining causes of operating errors and deciding what to do.
  • Speaking - Talking to others to convey information effectively.
  • Judgment and Decision Making - Consider the benefits of potential actions.
  • Written Comprehension - The ability to read and understand information and ideas presented in a technical manner.
  • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong.
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
Benefits available to you:
  • Full insurance benefits package including Medical, Dental, & Vision
  • Paid time off to foster work/life balance
  • Profit sharing
  • Bonus Pay opportunities
  • Retirement funding opportunities
  • Education reimbursement
  • Health club reimbursement
  • Career advancement opportunities
About Do it Best Group
Headquartered in Fort Wayne, IN, the Do it Best Group is the world's largest hardware, lumber, and building materials buying cooperative in the home improvement industry. With nearly $6 billion in annual sales, we support thousands of independently-owned locations across the United States and in more than 60 countries worldwide. Partners in the company have the flexibility to operate under the Do it Best, True Value, or their own local store identities, offering a diverse range of branding options to best serve their communities.

Culture:
Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.

Our Philosophy: Serving others as we would like to be served
Our Mission: Making the best even better
Our Goal: Helping members grow and achieve their dreams

Please note that for this role, relocation assistance is not available. Candidates should be willing and able to work in Fort Wayne, IN without the need for relocation support. We encourage local candidates or those already planning to move to the area to apply.

Job Location

Fort Wayne, Indiana, 46802, United States
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Job Location

This job is located in the Fort Wayne, Indiana, 46802, United States region.

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