The Technical Support Analyst I reviews, analyzes, and evaluates Information Technology systems operations tickets to provide application support to CarMax end-users. This support can be either reactive to production problems, systems outages, and immediate business changes; or, this support can be proactive in order to support planned business objectives. The Technical Support Analyst I will be expected to learn and utilize different tools, processes, and services as well as work with mentors and peers to understand the systems under their responsibility. The Technical Support Analyst I will be expected to resolve basic application problems leveraging a knowledge base and partner with other team members to resolve the more complicated customer issues.
This person will frequently be found interacting with business users in the field and at the home office in order to better understand the issue and communication regarding the resolution.
Requires a bachelor’s degree in an IT related area or a minimum of 2 years of experience in a support related field. Relies on experience and judgment to plan and accomplish goals. Good at managing multiple priorities and staying organized. Looking for a creative and motivated problem solver. Reports directly to a team manager.
•Ability to Maintain ticket levels within SLA’s
•Ability to debug and troubleshoot through basic problems
•Ability to do root cause analysis and identify short term solutions
•Ability to appropriately use team support documentation
•Ability to resolve tickets in our systems with accuracy and completeness
•Ability to write and understand basic SQL
•Ability to write knowledge base articles
•Ability to monitor systems and application performance in order to highlight problems or suggest further improvements
•Ability to do independent analysis and decision making
•Ability to evaluate and prioritize multiple tasks and stay organized
•Ability to effectively track and report on the progress of work
•Strong communications skills
•Actively participate in Support Center of Excellence
•Participate in a 24×7 on-call rotation and after hours support as scheduled
•Work hours for this position are from 8-5pm. May be subject to change based on business needs.
Education and/or Experience:
2 years technical/support experience required or 4 year degree in IT related course of study preferred