Technical Support Analyst - Level 1 - Empire Merchants North

Empire Merchants North is the premier wine and spirits distributor in Upstate New York with roots going back to the end of Prohibition. With more than 600 dedicated employees and state-of-the-art facilities, Empire Merchants North has become synonymous with both service and quality and has earned the loyalty of more than 9,000 area restaurants, bars, hotels, nightclubs, and retail outlets. Empire Merchants North acts as a marketing agent for the brands that we represent and is proud to employ the most knowledgeable and well-equipped sales force in Upstate New York.

We are seeking a Technical Support Analyst - Level 1 in Coxsackie, NY 

POSITION SUMMARY

The technical support analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.

Perform root cause analysis, develop checklists for typical problems and recommended procedures and controls for problem prevention.
 
ESSENTIAL POSITION RESULTS

• Provide exceptional customer service via phone, by email or in person as appropriate.
• Is first line of troubleshooting technical related problems, engaging Management within and outside the department as necessary.
• Resolve help desk issues including troubleshooting hardware and software issues.
• Perform user administration duties within all necessary systems including Active Directory, Office 365, Liquid Decisions and SAP.
• Support multiple platforms including desktops, laptops, mobile devices and video teleconferencing units.
• Exercises sound professional judgment in analysis of problem to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.
• Repair computers / laptops including replacing hardware components and reloading operating system and all required software.
• Install, support and maintain printers and related hardware and software. 
• Provision iPads for sales force.
• Position may require independent work, sharing information and technical expertise and assisting others with service requests and work orders.
• Diagnose, evaluate and resolve complex problem situations.
• Maintains up to date documentation of applications from a technical perspective.
• Escalate tickets when necessary.
• Performs other tasks as assigned. 
• Maintains a safe and clean working environment by complying with procedures, rules, and regulations.

SUPERVISORY RESPONSIBILITIES

No direct supervisory responsibilities

MINIMUM QUALIFICATIONS

Education, Certifications and /or licenses:

• Associates degree in a related field; a bachelor’s degree is a plus

Experience:

• 1 to 2 years of customer service experience is required.
• 1 to 2 years of technical support and troubleshooting related experience is required 
• Computer system hardware, peripheral setup and configuration experience is required.
• Remote Desktop support experience

Knowledge/Skills:
• Must be familiar with Microsoft Windows operating systems installation configuration and troubleshooting.
• Must be able to quickly adapt to new technologies.
• Must be familiar with Office 365 applications as well as administration of users in the Office 365 portal.
• Must be familiar with user and computer management in Microsoft Active Directory.
• Must be a result-oriented professional with excellent verbal/written communication skills using diplomacy and discretion as well as strong customer service skills.  
• Ability to multi-task, work independently and/or within a team, pays attention to detail and meet deadlines. 
• Strong problem solving and analytical skills.

Empire Merchants North is an equal opportunity employer and, as such, affirms in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, religion, color, national origin, sexual orientation, gender identity, citizenship, sex, age, veteran status, disability, genetic information, or any other protected characteristic. Empire Merchants North will not discriminate against persons because of their disability, including disabled veterans, and will make reasonable accommodations for known physical or mental limitations of qualified employees and applicants with disabilities. If you are interested in applying and require special assistance or accommodations due to a disability, please contact our Human Resources department at (800) 724-3960.

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