IT Support Analyst

IT Support Analyst

Company: ABARTA Coca-Cola Beverages

Job Location: 4900 Cleveland, OH

Other Potential Locations: Cleveland, OH

We are actively seeking enthusiastic team players who want to work with the world's most trusted and iconic brands.

About ABARTA

ABARTA Coca-Cola Beverages is a family-owned company committed to being a visible, engaged partner to the customers and communities we serve.

We value diversity and individuality and when you thrive, we thrive.

ABARTA offers the perks of a large corporation with the personalized touch of a smaller company.

We are a workplace that encourages sharing ideas in a supportive environment, growing professionally, maintaining a healthy work/life balance, and interacting with all levels of the organization.

We would love for you to become a part of our family to help make our vision of Quenching the Thirst of Our Neighbors a reality!

Summary

The IT Support Analyst provides Tier 1 (Service Desk) and Tier 2 (Desktop/Field Support) services for ABARTA Coca-Cola distribution centers across Pennsylvania, Ohio, and West Virginia.

This position is primarily located in our Cleveland (Bedford Heights) OHbut will require some travel to other ABARTA Coca-Cola sites.

After-hours & weekend work entailed on an as needed basis.

Responsibilities

Tier 1 - Service Desk Support


* Serve as the first point of contact for end-user technical issues via phone, email, chat or ticketing system.


* Perform initial triage, troubleshooting, and resolution of incidents and service requests.


* Log, categorize, and prioritize tickets in the ticketing system.


* Provide remote support for hardware, software, network, and mobile issues.


* Escalate unresolved or complex issues to Tier 2 or higher support levels.

Tier 2 - Desktop / Field Support


* Provide onsite and assist other IT team members with remote site technical support for desktops, laptops, and peripherals.


* Diagnose and resolve complex issues related to OS, applications, and basic networking.


* Install and maintain workstations, printers, and mobile devices.


* Perform imaging, deployment, and re-imaging using standard tools.


* Support Honeywell warehouse handheld devices, CT45's, and barcode scanners, CK67's.


* Provide printer support for Xerox office and Brother label printers.

Shared Responsibilities


* Manage tickets to ensure timely resolution and SLA compliance.


* Maintain accurate IT asset inventory.


* Participate in on-call rotation.


* Support IT projects and deployments.

Qualifications

Required


* Associate degree in IT or equivalent experience.


* 3-5+ years of IT support experience as a Tier 1 or 2 Analyst.


* Strong customer service and communication skills.


* Experience with Windows 11 and hardware and software troubleshooting.

Preferred


* Experience with Intune and Autopilot.


* Experience with warehouse devices and manufacturing environments.

Phy...