Costco is hiring: Support Analyst - Client Hardware Support in Chicago

Support Analysts perform the daily tasks necessary to support Costco's development, test, quality assurance, and/or production environments. This includes issue resolution and root cause analysis, managing access, and fulfilling requests. They are in regular communication with business and IT personnel. The Support Analyst may also develop, manage, update, document, analyze, and monitor technology systems including: software and hardware, networking, configuration management, data, quality assurance, third-party vendor application support, and general user support.

The primary role of the client hardware support analyst is to provide the highest quality of customer service while resolving issues related to Client Hardware supported equipment (e.g. RF scanners, Printers, UPS, iPads, windows clients, etc.). These devices are located in warehouses, depots, ancillary businesses, corporate, and regional offices. To accomplish this, the client hardware support analyst is required to evaluate and address support tickets reported by customers, team members, and vendors.

The support analyst will be an integral part of resolving incidents, improving system up time, documenting processes and procedures, creating/modifying CARTS knowledge articles, and reducing support costs. In order to do this, the support analyst will frequently interface with other service and support teams to address and resolve incidents. In addition, the support analyst will assist with root cause analysis and may participate in project teams to provide ongoing support perspectives for new initiatives.

*Pay based on experience

Job Duties/Essential Functions

• Identifies and resolves problems, often anticipating issues before they occur or before they grow; develops and evaluates options and implements solutions.

• Manages incidents and tasks by identifying, tracking, and driving support, deployment, or system issues to a timely resolution.

• Documents, educates, adheres to, supports, and improves current processes.

• Supports the lifecycle of systems and the related components from development to retirement.

• Installs, facilitates, and/or performs quality assurance testing on supported systems.

• Develops, utilizes, and maintains tools and scripts to automate deployments, create reporting, and meet support needs.

• Leads or participates in project/stakeholder meetings as they relate to: defining and communicating deployment and support requirements, report requirements, and deliverables, analyzing and determining alternative delivery methods, and creating project timelines and cost estimates.

• Provides direction and/or guidance to customers, teams, and other support members regarding daily activities, project initiatives, deployment activities, and support issues.

• Conducts in-depth analysis to increase system performance, quality, and/or efficiency.

• Creates and maintains effective relationships with the business and information technology teams.

• Identifies opportunities for streamlining, increasing effectiveness through continuous process improvement.

• Creates and follows Costco's IT policies, processes, procedures, and/or regulatory standards.

• Provides the highest level of customer support, both verbally and written.

• Ensures a high degree of responsiveness while evaluating and appropriately responding to large volumes of incidents/service requests from customers, team members, and vendors.

• Manages the ticket queue ensuring incidents and tasks are being serviced with a sense of urgency and priority.

• Tracks the status of incidents/requests throughout the support process and communicates with customers to promptly resolve issues.

• Develops and maintains partnerships with IT Service Desk and other IT teams to ensure quality and timely service and support.

• Creates and maintains documentation for use by Client Hardware Support and other Costco teams.

• Promotes changes for increasing efficiency and effectiveness of the ticket resolution process.

• Contributes to the development of department standards.

• Meets or exceeds performance metrics related to productivity and quality.

• Utilizes web-based software to manage the hardware, which may include proactive monitoring.

• Coordinates with vendors to create support tickets and assist technicians on site.

• Assists with training efforts related to the support and maintenance of IT related equipment.

• Researches and provides recommendations for software and/or hardware.

• Installs, configures, and services IT equipment at warehouses, depots, corporate, and regional offices.

• Adheres to security management practices and promotes established security standards.

• Understands and adheres to the Costco Wholesale mission statement and code of ethics.

• Regular and reliable workplace attendance at your assigned location.

Ability to operate vehicles, equipment or machinery

• Computer, phone, printer, copier, fax

Non-Essential Functions

• Assists in other areas of the department as necessary.

• Assists in other areas of the company as necessary.

Ability to operate vehicles, equipment or machinery

• Same as Essential Functions

Experience, Skills, Education & Licenses/Certifications
Required:

• Prior completion of, or willingness to obtain, required or relevant technical certifications (e.g. CompTIA A ).

• Minimum 2 years' experience providing the highest level of customer service in a technology related environment.

• Minimum one-year experience with troubleshooting experience with client hardware, including desktop PCs, laptops, printers, smartphones (Android and iPhone), and other related peripherals.

• Outstanding communication skills and ability to work effectively with all levels of the business and IT.

• Ability to coordinate, prioritize, and communicate status to stakeholders.

• Innovative, creative, and extremely responsive with a strong sense of urgency.

• Demonstrated strong organizational qualities in support of meeting tight deadlines.

• Responsible, conscientious, and possess a passion for excellence.

• Strong problem-solving skills; ability to remain calm and provide excellent customer service under stress and tight deadlines; superior telephone etiquette.

• Detail oriented with ability to analyze a situation for potential future problems.

• Self-motivated and able to work independently with little supervision.

• Ability to work cooperatively with others, share ideas, and collaborate while putting team goals first.

• Working knowledge of incident and problem management.

• Scheduling flexibility to meet the needs of the business, including evenings, nights, weekends, and holidays; able to provide 24X7 on-call support; willingness to travel as needed.
Recommended:

• Associates degree or equivalent certification(s) in computer-related field(s).

• Proven documentation skills and experience conducting technical training classes for others.

• Familiarity with Costco's core business environment related to merchandising, warehouse operations, and company philosophies.

• Experience in the Costco Majors department or some other PC support or sales-related area.

• Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.

• Successful internal candidates will have spent one year or more on their current team.

Other Conditions

• Management will review the Job Analysis for this position prior to a job offer.

Required Documents

• Cover Letter

• Resume

• Last two performance reviews

• Attendance records for current year (Do not include absences covered by paid sick/personal time,

FMLA or other protected absences.)

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