User Support Analyst - Orlando, FL at Rehrig Pacific Company

Posted in Other 14 days ago.

Location: Orlando, Florida

Job Description:

Here at Rehrig Pacific, we are all about our people. Since 1913, our organization has focused on sustainable supply chain solutions while creating a culture and atmosphere where amazing people, like you, are celebrated for doing their best work. Rehrig Pacific has grown to meet the needs of our industry consumers across the country and internationally. We are constantly creating innovative solutions to transcend the new standards set forth by our customers. We find true fulfillment in helping others, both within the Rehrig Pacific family and in our communities. As servant leaders, we lead by example.

Brief Role Description

The User Support Analyst is the first point of contact for IT assistance by responding to tickets, phone calls, and walk-up requests for help from Rehrig employees. The User Support Analyst will be accountable to delight their customers by delivering quality support in a timely and professional manner and develop resources to help employees self-service issues where possible. This position reports to the User Support Manager in the Information Security & IT group.


• Provide effective and professional support for assigned issues: The Analyst will leverage their skills troubleshooting computer hardware, software, and networking knowledge to diagnose reported issues accurately and quickly, seeking to provide first contact resolution wherever possible. The Analyst will also

• quickly identify situations that require escalation and engage with peer teams to effectively hand-off issues as necessary.

• provide answers to users by identifying problems, researching solutions, guiding users through corrective steps, improving system performance, recommending changes, educating users on new procedures & software packages, and responding to questions about network systems.

• Create and remove user accounts, handle printing queries, hardware questions and report bugs users find in software programs.

• Drive the globalization of IT knowledge: The Analyst will identify opportunities to document end user steps to resolve or prevent issues and work to create or update articles to help educate users and provide avenues for self-service. The Analyst will also participate in a training program designed for proficiency and career development.

• Participate in an on-call rotation for after-hours support of critical incidents: The Analyst will be assigned a slot in an on-call rotation as the first resource available to triage an identified critical incident, either resolving the issue using their own resources or identifying the required personnel and escalating the incident to those that have the skills necessary to provide a timely resolution to the business.

General Responsibilities

• Provide timely updates to management on open issues and projects.

• Coordinate activities with Information Security and IT teams to ensure availability and security requirements are met consistently.

• Other duties as assigned.


• Bachelor•s Degree in Computer Science, Management Information Systems, or a related field or equivalent in work experience.

• Excellent interpersonal skills, including the ability to listen attentively, speak calmly regardless of circumstances, and comprehensively document user problems.

• Demonstrated subject matter expertise in end user operating systems such as Windows 10 and macOS and end user productivity tools such as Microsoft Office, Microsoft Teams,

• Demonstrated subject matter expertise in basic networking, including how to use the OSI model to troubleshoot issues.

• Demonstrated subject matter expertise in end user computer hardware configuration and troubleshooting.

• CompTIA A+ or Network+ certifications or similar industry-accepted certifications preferred.

• Experience working cross functionally in disparate geographies required.

• Experience providing technical training to non-technical personnel preferred.

• Experience with Software as a Service (SaaS) environments preferred.

Rehrig Pacific Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also here.

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