IT Operations Support Analyst Tier 1

Job Overview

The IT Operations Support Analyst Tier 1 will be fully remote. This position will act as customer advocate, triaging, and resolving issues ranging from password resets to store outages, firewall and routing issues, software bugs and feature requests. They will escalate support issues to appropriate personnel. He or she work closely with Operation Support Analyst II’s on troubleshooting complicated support issues and building skill set. The IT Operations Support Analyst Tier 1 will report to the Manager, IT Operations Support.

About Us

At Cellular Sales, we believe our most important customers are those working on our team.  That’s why we are intentional about building a family- like culture, offer a competitive compensation package, defined career path, and an industry leading training and development program.  We can’t expect our people to provide their customers with an unparalleled experience if we don’t provide the same for them.  

We are now the recognized market leader in mobile technology consulting and are relentless in our pursuit to set the bar even higher.  Collaboration, innovation, and blazing trails is what we do.  Winning is the result.  Our people are the secret ingredient for our sustained success.  We don’t just want to hire people that need a job, we want people that desire to be a part of creating something that will having a lasting impact. 

In this role you will

• Respond to user requests that come in via phone and ticketing system; phone requests being priority workload.
• Resolve requests and when needed, escalate to appropriate personnel.
• Act as customer advocate, researching, troubleshooting and pushing for thorough resolution of issues in a timely manner.
• Document and summarize interactions with end users accurately for tracking and reporting purposes.
• Troubleshoot and support proprietary software programs as well as third party software and applications.
• Troubleshoot hardware located in the retail environment.
• Work with members of Operations Support on projects and special initiatives.
• Support of Windows 10, 11 and Mac OS.

What we would like to see from you

• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Results Orientation: Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.
• Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.

Required Education and Experience

• AS degree in technical field and/or technical certifications.

Preferred Education and Experience

• AS degree in technical field.
• Exceptional customer service skills.
• Minimum one-year verifiable technology support.
• Industry certifications a plus.
• Ability to deal with stress and changing priorities.
• Basic understanding of firewall and routing technologies.
• Strong troubleshooting skills.
• Familiar with Microsoft operating systems.
• Basic knowledge of Active Directory.
• Basic knowledge of DNS.

AAP/EEO Statement

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Classification, Compensation & Benefits

The classification is Non-Exempt. Your actual pay will be based on your skills and experience — talk with your Talent Acquisition Partner to learn more! Cellular Sales offers the following benefits: medical, dental, vision, 401(k), sick days, short-term disability, long-term disability, flexible savings accounts, paid holidays and life insurance.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.