Cellular Sales Jobs

IT Operations Support Analyst Tier 1

Cellular Sales

IT Operations Support Analyst Tier 1

Posted 2 Days Ago

Hiring Remotely in US

Remote

Junior

Retail

The Role

Provides Tier 1 IT support for internal users through phone, chat, and ticketing channels. Triages, troubleshoots, documents, and resolves hardware, software, administrative, and retail technology issues. Supports desktops, laptops, tablets, payment terminals, proprietary applications, Microsoft and iOS environments, and VIP requests. Escalates complex issues, communicates resolution progress, maintains service records, follows documented procedures, and periodically travels to headquarters or retail locations for training and special projects.

Summary Generated by Built In

Cellular Sales

IT Operations Support Analyst I

ClassificationNon-Exempt

Reports toIT Operations Support Team Lead

JOB DESCRIPTION

Summary/ObjectiveThe Operations Support Analyst I acts as a customer advocate, triaging, and resolving issues and escalating support issues to appropriate personnel. Provides primary support to internal end users related to hardware, software and administrative issues. Works closely with Operations Support Analyst II and Staff Analyst on troubleshooting complicated support issues and technical development.

Essential Functions

Responsible for handling user requests that come in via phone and IT service management system with white-glove customer service experience.

Answers, evaluates, and prioritizes service requests received via multiple service channels which can include ticketing systems, phones, and chat for users’ various needs.

Act as customer advocate, researching, troubleshooting and pushing for thorough resolution of issues in a timely manner.

Responsible for communicating plans, progress, and issues in a timely manner to appropriate personnel, including follow-up to end users.

Responsible for recording issues using standard ticketing system and maintain historical records for related problem documentation.

Troubleshoot and support proprietary software programs as well as third party software and applications.

Troubleshoot hardware in a retail or business environment which can include but not limited to desktops, laptops, tablets, payment terminals, and store technology.

Supports VIP level requests with elevated customer service.

Available to travel to headquarters and retail locations periodically for training or special projects.

Responsible for adhering to company documented processes and reporting discrepancies to appropriate personnel.

Competencies

Customer Focus: Knowing the (internal and external) customer business needs and acting; accordingly, anticipating customer needs and giving high priority to customer satisfaction and customer service.

Adaptability: Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, and responsibilities.

Oral Communication: Shaping and expressing ideas and information in an effective manner.

Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.

Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.

Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.

Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.

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 act and show tenacity in case of obstacles or resistance.

Supervisory ResponsibilityThis position has no supervisory responsibilities.

Work EnvironmentThis job operates primarily in a professional remote environment with travel to headquarters and retail locations as needed.

Physical DemandsMust be able to perform repetitious hand/eye movement. Must be able to sit for long periods of time. Must be able to utilize a monitor/screen for long periods of time.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type/Expected Hours of WorkThis is a full-time position. Days and hours of work are dependent upon business needs. May have an opportunity for additional hours based on projects or business needs.

Travel

1 – 10%

Required Education and Experience

High School diploma or equivalent experience required.

Preferred Education and Experience

AS degree in technical field.

1-year minimum verifiable technology support.

Industry N+ / A+ / S+ certifications.

Experience with Microsoft and IOS operating systems.

Experience with Active Directory.

Basic knowledge of Networking.

AAP/EEO StatementReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other DutiesPlease 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.

Skills Required

High school diploma or equivalent experience
Associate degree in a technical field
At least 1 year of verifiable technology support experience
Industry N+, A+, or S+ certification
Experience with Microsoft operating systems
Experience with iOS operating systems
Experience with Active Directory
Basic networking knowledge

View all jobs at Cellular Sales

View Cellular Sales Profile

Report Job

Am I A Good Fit?

beta

Get Personalized Job Insights.

Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company

HQ: Knoxville, TN

5,189 Employees

Year Founded: 1993

What We Do

We take wireless personally. As Verizon's premier retail partner, we sell the latest smartphones, tablets, smartwatches, and accessories from the world's most innovative brands. From the start, our dedication to knowledgeable, in-person service has been our signature. For nearly 30 years, we’ve built our reputation as the best in the industry by providing outstanding customer experiences. What started as a single location in Knoxville, TN has since grown to nearly 800 stores across 40 states with over 7,000 team members. Even as we’ve expanded, our core values have remained the same. We emphasize hard work, collaboration, and striving for mutual success at every corner of our company. We're a company built on better experiences. We invest in our people -- providing the training, insight, and mentorship needed to excel -- so that they can provide our customers with support and expertise that helps to connect them with the right devices. There are plenty of reasons to join our team. Here are our top five: Sell the best. We carry the Verizon products and services that customers love. Life-changing income. Uncapped earning potential for the life you want. An exciting future. Grow your skill, gain advancement opportunities, and thrive. A reason to excel. Our compensation structure ensures great pay for great performance. Incredible work culture. We strive for collaboration, support, and mutual success. Apply today to start a career you’ll love.