Job Summary                                                                                                                                                                                          

The IT Support Analyst is responsible for administering and performing Moon Valley Nurseries’ IT support functions. This includes the configuration and installation of user devices as well as working with various software, hardware, and peripherals including, but not limited to desktop computers, laptops, tablets, smartphones, voice over IP devices, printers, firewalls, network hardware, etc. The IT Support Analyst resolves issues for end users and troubleshoots hardware and software issues at our retail locations as well as the corporate office

 Key Duties and Responsibilities                                                                                                                                                          

• Provides maintenance, end-user support, and training for POS terminals, desktops, laptops, and related computing systems in our corporate offices and retail stores
• Identifies needs for technology upgrades or new systems
• Conducts equipment installation, moves, tracking, requisitions, and RMAs
• Trains employees on software and hardware operation best practices
• Communicates to users to help understand issues and effectively troubleshoot issues or requests submitted by end-users
• Ensures that all IT systems are in compliance with company policies as well as local, state, and federal laws and regulations
• Performs both in-person and remote end-user support
• Performs computer builds, upgrades, configuration, software installs, and virus removal if needed
• Conducts network diagnosis and maintenance of IP networks, DNS, DHCP, routing, and switching
• Escalates complex issues to appropriate IT staff
• Plans and conducts scheduled maintenance and upgrades
• Sets up accounts for new staff and ensures they know how to log in
• Documents all issues and work performed in our Jira Service Management System
• Creates documentation for standard processes
• Maintains records of software licenses
• Manages stock of equipment, components, consumables, and other supplies
• Travels to retail locations to install new hardware or replace faulty equipment
• Uses Mobile Iron mobile device management system to deploy, update, and track company-owned phones and tablets
• Participates in the on-call rotation to resolve issues that occur outside normal business hours
• Performs other duties and tasks as assigned

Qualifications: Knowledge, Skills & Abilities                                                                                                                                   

• Customer service experience in a call center or service industry environment
• Experience troubleshooting, analyzing, implementing, and evaluating IT systems
• Basic understanding of computer systems including hardware, software, and networking
• Ability to manage multiple projects and priorities
• Excellent verbal and written communication skills
• Ability to work independently to complete tasks and meet established deadlines
• Valid driver’s license and clean driving record

Education                                                                                                                                                                                                 

Associate degree in technology or equivalent experience working with technology

 Physical requirements/Working Conditions                                                                                                                                   

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 50 pounds. Able to work outdoors for extended periods of time in possibly extreme conditions, including rain, heat, sun, and wind.

 OTHER                                                                                                                                                                                                      

Subject to MVR and criminal background check (In accordance with applicable fair chance laws, rules, and regulations)

 About Us                                                                                                                                                                                                 

Moon Valley Nurseries is the largest grower of box trees and palms in North America, and is an industry leader and high growth company that offers competitive salaries with exceptional employee benefits including medical insurance, 401(k), holidays, and PTO to all eligible employees. We are an equal employment opportunity employer. We are a drug free workplace.

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