Techincal Support Analyst II - (HW/SW/TCOM)
Macy's Inc. - Mason, Ohio
Overview:
Under general supervision and with minimal assistance, participates in formulating/defining moderately complex project scopes and objectives. Devises or modifies procedures to research and resolve moderately complex to complex problems concerning devices, applications and equipment. Assists in the design, testing, debugging and documentation of networks, equipment configurations, and MST Systems. Independently researches and resolves moderately complex technical problems. May serve as primary system support for one or more moderately complex information systems. Mentors and trains the Field Services staff in the application of the skills necessary to support POS, PC, Communication and other MST systems. Performs other duties as assigned.
Macy's Systems & Technology (MST) is the information technology division of Macy's Inc. Macy's Inc. is the nation's largest operator of department stores with over 700 department store locations in over 40 states. In addition, we operate major catalog and internet operations for Bloomingdale's and Macy's. Macy's Systems & Technology is headquartered in Johns Creek, a suburban setting northeast of Atlanta, Georgia.
We offer competitive salaries, comprehensive benefits, employee fitness center and a merchandise discount.
Key Accountabilities:
- Functions as a technical resource to the Field Service staff.
- Devises and modifies procedures to solve moderately complex problems
- Assists in the preparation of detailed specifications, project scopes and objectives, from which systems will be designed, tested and installed.
- Documents procedures and equipment/network configuration.
- Provides internal and customer systems training.
- Analyzes and monitors systems/network workload and performance and policy adherence making recommendations to resolve problems.
- Coordinates the implementation/installation phase with the Field Services Staff and the customer to provide the appropriate level of training, on-site support, equipment deliveries, and scheduling to ensure the success of each project.
- Provides support and administration of MST systems, including equipment and network configurations, customization, table and file moves, data integrity and accuracy.
- Acts as a focal point in tracking problems and establishing trends to insure proper operation and support of systems.
- Assists in project planning; determining project needs in advance and establishing the appropriate timeline to complete projects on time.
- Provides timely response and resolution to assigned problem tickets.
- Keeps the customer and upper management well informed of status and completion of projects on a timely basis. Initiates alternatives for more timely, more efficient completion.
- Keeps current on present and future technologies.
- Proactively demonstrates willingness to acquire and apply new knowledge and skills necessary to support POS, Communication, PC and other MST systems.
- Provides after hours support.
- Travels independently within a defined region.
- Knows and follows safe work practices.
- Consistently demonstrates regular, dependable attendance & punctuality.
Skills Summary:
- Bachelor's degree and at least 3 years of experience required.
- Excellent written and verbal communication skills. Ability to read, write, and interpret business and technical documents.
- Basic math functions such as addition, subtraction, multiplication, division and analytical skills.
- Strong leadership, facilitation, and interpersonal skills, with the ability to work across functional lines and
at many levels. - Basic conflict resolution, negotiation and consensus building skills.
- This position involves regular walking, standing, sitting, hearing, seeing, talking, climbing ladders/stairs, twisting, stooping, kneeling, squatting, crouching, bending from waist and knees, reaching above shoulders and overhead.
- The position also involves regular moving/pushing/pulling/carrying items under 75 pounds and lifting items under 75 pounds from floor to waist and waist above shoulders.
- Involves use of hands and fingers for writing, typing on a keyboard and using a mouse. May involve close vision, color vision, depth perception and focus adjustment.
- Good understanding of and ability to use Windows Operating System, Windows Office products and communication software.
- Provides intermediate level HW/SW PC support
- Telecom support (VOIP, PBX)
- Intermediate level PC, Laptop, printer and LAN/WAN support
This job description is not all inclusive. Macy’s Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.
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About Macy's Inc.
Macy's, Inc., with corporate offices in Cincinnati and New York, is one of the nation's premier retailers, with fiscal 2015 sales of $27.079 billion. The company operates about 870 stores in 45 states, the District of Columbia, Guam and Puerto Rico unde... more
