Job Summary
The Site Support Services Analyst provides prompt and courteous support to Easton-Bell Sports employees, contractors and consultants on all company-supported applications and systems by resolving service requests and answering questions concerning equipment, software and peripherals.  The Site Support Services Analyst addresses all user inquiries and complaints with the highest degree of professionalism and product knowledge.  The Site Support Services Analyst solicits and gathers input from end users, supervisors, managers and executives regarding EBS IT’s performance and how EBS IT can further serve its customers.  The Site Support Services Analyst serves as the “face of IT” to the business and as such exhibits the highest degree of professionalism and customer focus.

Essential Functions:

• Maintain local site network physically and logistically while performing tasks at the direction of Corporate IT Server Engineers.
• Maintain Mobile phone and Land-line phone equipment and systems.
• Manages queues of service requests generated via email or a self-service portal.
• Fields telephone calls for technical support on a variety of technologies.
• Manages the procurement of approved IT equipment for employees.
• Oversees the daily performance of computer systems.
• Installs equipment, software and peripherals for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Manage meeting room resources.
• Manages repairs to equipment, software, and peripherals per company specifications, policies and procedures.
• Reads technical manuals, confers with users, and conducts computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Assists end users with software and hardware training/instruction as needed.
• Support visiting EBS personnel with local site specific needs.
• Assists in the development of user documentation and training materials.
• Performs routine and preventative maintenance on printers, copiers, fax machines, scanners and RF equipment.
• Provide liaison activities with local resources at the direction of Corporate IT.
• Maintains supplies for EBS IT-supported printers, copiers, fax machines using company-approved vendors.
• Escalates critical issues through appropriate channels.
• Maintains backups of local internal systems per company standards and by the direction of the EBS IT Server Operations team.
• Provides remote support for end users at other EBS locations.
• Provides computer/telephone orientation to new Site Support Services staff members.
• Provides input on company application purchases.
• Travel may be required.

Skills and Abilities:

• Superior customer service focus.
• Excellent verbal, written and interpersonal communication skills.
• Effectively communicates instructions and technical information in a clear, precise and understandable manner.
• Ability to maintain a high level of flexibility and to learn and support new applications.
• Solid comprehension and listening skills.
• Excellent analytical, troubleshooting and problem-solving skills.
• Strong teamwork skills with the ability to establish and maintain positive and effective working relationships with numerous departments and employees.
• Strong organizational, project management, multi-tasking and task prioritization skills.
• Self-motivated and self-directed with the ability to work with little supervision.
• Attention to detail and accuracy.
• Ability to lift up to 40 pounds.

Position Requirements

• Formal Education & Certification
• Associate’s Degree/Bachelor’s Degree in Computer Science or related field highly desirable.
• Minimum of three to five (3-5) years experience with PC administration, software/hardware support and troubleshooting required.
• Excellent proficiency with all Microsoft desktop operating systems (within current Microsoft support lifecycle).
• Excellent proficiency with all Microsoft Office and other standard desktop applications.
• Strong working knowledge of desktop and laptop functionality.
• Active experience/certification in Information Technology Information Library (ITIL).

Knowledge & Experience

• Extensive application support experience with service and support in a manufacturing and distribution environment.
• Extensive knowledge of computer hardware (specifically Dell).
• Working knowledge of a range of diagnostic utilities to support effective service.
• Experience with Microsoft desktop and server operating systems.
• Familiarity with the principles of Quality Improvement.
• Proven track record of providing SLAs and Service Desk deliverables.

Personal Attributes

• Solid relationship management and performance management skills.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Work Conditions

• 40-hour on-site work week with on-call availability on an as needed basis.
• Travel may be required.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.