The IT Support Analyst helps end-users resolve issues with computer hardware or software. This position responds to user inquiries, troubleshoot and diagnose problems, and identify solutions with IT equipment and applications.
Responsibilities and Duties:
Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively.
Provide first level troubleshooting and support for incidents related to computer systems, servers, software, point of sale hardware, store operations, telephony, LAN (Local Area Network) & WAN (Wide Area Network)
Produce, update, and provide best practice support on documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
Provide initial fault isolation and support in proposing resolution for approval by more senior colleagues to limit and address issues promptly.
Use the knowledge management system to access specific information participating in Knowledge Centered Support ensuring documentation is created, curated and published for consumption
Work according to an assigned schedule.
Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Use data management systems to access specific information as and when required.
Help manage internal clients by carrying out standard activities and providing support to others.
Skills:
Required:
Previous Service Desk or O’Reilly’s support desk experience.
Ability to analyze computer problems with the intent to develop and implement logical and effective solutions.
Excellent interpersonal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills.
Ability to provide Excellent Customer Service skills to end users.
Display a willingness to perform research and think outside the box.
Capability to operate independently and in a group setting.
Advanced technical/computer knowledge.
Preferred:
Monitors, diagnoses and fixes problems with technology products.
Expresses ideas, requests action, formulates plans, and policies by means of clear and effective verbal communications.
Puts processes in place to support the creation and use of the information, data and intellect that exists in the Team Members who work for an organization, to support the achievement of goals.
Employs a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.
Understands and effectively uses standard office equipment and standard software packages to support business processes.
Installs, sets up, configures, and manages software and environments.
Selects and deploys the appropriate office system and to use it to optimum effect.
Sets up and maintains operating systems.
Utilizes systems and tools required to search for new data or retrieve existing data in a database.
Troubleshoots and understands TCP/IP Networking fundamentals.
Bilingual written and verbal skills.
Comp TIA Linux+ Certification.
Education: Bachelor's Degree or Equivalent Level
Experience: Basic experience of simple office / operational systems (4 to 6 months)
O’Reilly Auto Parts has a proven track record of growth and stability. O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.
Total Compensation Package:
Competitive Wages & Paid Time Off
Stock Purchase Plan & 401k with Employer Contributions Starting Day One
Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
Team Member Health/Wellbeing Programs
Tuition Educational Assistance Programs
Opportunities for Career Growth
O’Reilly Auto Parts is an equal opportunity employer. The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.
Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: [email protected] or call (800) 471-7431 option , and provide your requested accommodation, and position details.
Skills Required
- Previous service desk or O'Reilly support desk experience
- Ability to analyze computer problems and develop logical, effective solutions
- Excellent interpersonal and communication skills, including phone support
- Excellent customer service skills for end users
- Willingness to perform research and think creatively
- Ability to work independently and in a team
- Advanced technical and computer knowledge
- Bachelor's degree or equivalent
- Four to six months of basic experience with office or operational systems
- Ability to monitor, diagnose, and fix technology product issues
- Clear and effective verbal communication skills
- Knowledge management and information-support processes
- Systematic technical troubleshooting ability
- Proficiency with standard office equipment and software
- Experience installing, configuring, and managing software and environments
- Experience selecting and deploying office systems
- Experience setting up and maintaining operating systems
- Database search and data retrieval skills
- Understanding of TCP/IP networking fundamentals
- Bilingual written and verbal skills
- CompTIA Linux+ certification
O’Reilly Auto Parts Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about O’Reilly Auto Parts and has not been reviewed or approved by O’Reilly Auto Parts.
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Equity Value & Accessibility — Equity-style upside is strengthened by an Employee Stock Purchase Plan that allows eligible full-time team members to buy ORLY shares via payroll deductions at a discount, improving access to ownership. This creates a tangible wealth-building lever that is positioned as stronger than many retail peers’ stock purchase offerings.
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Inclusive Benefits Coverage — Retirement access is broadened because both part-time and full-time team members are immediately eligible to enroll in the 401(k). Whole-person support also extends beyond full-time staff through O’Care Solutions, which is described as available to full- and part-time team members at no cost.
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Wellbeing & Lifestyle Benefits — Wellness and support benefits are expanded through the Live Life Well program, which can reduce medical premium share when specific health criteria are met. O’Care Solutions adds lifestyle and wellbeing coverage through counseling and practical supports like legal/financial consults and caregiving resources.
O’Reilly Auto Parts Insights
What We Do
O’Reilly Auto Parts started as a single store and has grown into a leading retailer in the automotive aftermarket industry with more than 6,100 locations and counting. With more than 94,000 team members, O’Reilly has expanded into 48 states, Puerto Rico, Mexico, and Canada. O’Reilly, headquartered in Springfield, Missouri, has a deep commitment to serving our customers, community, and our team members. Our culture values make O’Reilly the best place to work and grow! Whether you're interested in running a local store, managing a distribution center, or climbing the corporate ladder, O’Reilly has a career path in which you can truly thrive. Find out what it means to Live Green at our Fortune 500 Company and come work at the O! Mission: O'Reilly Automotive intends to be the dominant supplier of auto parts in our market areas by offering our retail customers, professional installers, and jobbers the best combination of price and quality provided with the highest possible service level.
