IT Analyst I

As an IT Analyst I, you will use your problem-solving and people skills to assure Karma internal and external employees’ swift resolutions to their technical problems.

You own the customer service experience and are accountable for your assigned tickets through resolution. As the primary contact for the customer, you will ask applicable questions to determine the nature of problem and isolate the path to resolution. You are responsible for walking the customer through the problem-solving process and will adjust your communication based on the customer’s needs. IT Analysts work both independently and as part of a team (immediate and cross function) to provide timely and effective resolutions.

This position requires weeknight and weekend availability for periodic software upgrades, maintenance, and deployments.

Responsibilities (include, but are not limited):

• Provide customer-centered technical assistance and support for incoming queries and issues related to Karma computer systems, software, and hardware.
• Assist with IT service desk projects, including tasks like printer installations and phone replacements.
• Organize and facilitate video/audio conferences for all-hands meetings, providing necessary support.
• Manage personal ticket queue, including properly documenting all interactions and steps taken throughout ticket lifecycle.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Provide educational opportunities to end users when required.
• Walk customer through problem-solving process and communicate on a non-technical level when appropriate.
• Have a clear understanding of escalation paths based on systems and escalate as necessary when one’s own attempts are not fruitful.
• Continue exploring suggestions for process improvement solutions.
• Accountable for daily Asset Control in applicable software applications.
• Adhere to Service Desk SLAs for Service Desk activities.
• Offer follow-up services that best fit the needs of the user and the organization.
• Write knowledge-based articles and FAQs as needed by business.
• Adhere to documentation procedure for IT and customers.
• Follow-up with customers after ticket closure as necessary to gain trust and create rapport.
• Accept and incorporate feedback both from peers and customers.
• Other duties, as assigned.

Required Qualifications: 

• Bachelor’s degree in computer science, Information Systems Management, or similar discipline and/or equivalent years of technical experience required.
• 1-3 years of IT help desk experience required.
• Experience supporting Windows and Mac Systems.
• Experience with Active Directory Management.
• Experience with O365 Administration.
• Knowledge of Microsoft Office Applications.
• Knowledge of SharePoint Online and Power Automate.
• Microsoft Teams experience.
• Experience with printer management.
• Experience with Asset Management.
• Familiarity with common protocols such as DNS, DHCP, and SMTP.
• Experience with Remote Desktop.
• Experience with executing PowerShell scripts.
• Understanding of SCCM and Group Policy Management.
• Understanding of agile methodology.
• Experience with VPN.
• Basic understanding of computer hardware, software, and networking concepts
• Experience in warehouse IT operations is a plus.
• Experience in installing and replacing servers and network equipment.
• Basic knowledge of Quality Management Systems (ISO 9001:2015) and Environmental Management Systems (ISO 14001:2015), as applicable.

Physical Requirements: 

Note: The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee should have the:

• Ability to frequently use or operate a computer, mouse and/or other office productivity machinery, such as a calculator, copy machine, computer printer, etc.
• Ability to frequently use hand(s) for repetitive actions (grasping and fine manipulation).
• Ability to frequently walk or move – to regularly move about inside the office.
• Ability to frequently see or detect, identify, recognize, or assess surroundings while in the office.
• Ability to occasionally bend, kneel, crouch, turn, and stoop.
• Ability to frequently sit or be stationary for extended continuous periods of time.
• Ability to stand for occasional periods of time.
• Ability to occasionally lift and/or push/pull up to 20 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing their job in an indoor office environment. While performing the duties of this job, the employee may spend 100% (excluding breaks and meal periods) of time in an office environment.

Total Rewards (Benefits, Perks & Compensation)

Benefits & Perks:

In addition to our competitive compensation, you will also be eligible for the following at Karma:

Medical Plan choices include HMO, PPO & HDHP (High Deductible Health Plan)Dental & Vision PlansHealth Savings Account & Flexible Spending AccountEmployee Health & Well-Being Program EventsCompany Paid Basic Life & AD&D Insurance401(k) with Employer MatchRelocation Assistance (if applicable)Employee Assistance Program (EAP)Sick Time, Vacation time and Personal FloatersPaid Holidays including Company’s Annual Year End ShutdownKarma Cares Program (Monthly lunch & breakfast)Pre-taxed Commuter Benefits & much more!

Compensation:

$26.00/per hour - $29.00/per hour. Compensation will vary DOE. 

At Karma, our base pay is one part of our total rewards package.

Compensation offered may vary on multiple factors, including market location, education, skills and experience. The total compensation package for this position may also include other elements dependent on the position being offered.

Karma Automotive LLC is an equal employment opportunity (EEO) employer. We do not discriminate on the basis of age, race, gender identity and expression, color, sexual orientation, marital status, pregnancy or related conditions (including breastfeeding), national origin/ancestry, religion, military/veteran status, genetic information, citizenship status or any other characteristic and group protected by applicable law. Karma Automotive LLC complies with the Americans with Disabilities Act to ensure equal access to all qualified individuals with a physical or mental disability. Valid driver’s license may be required based on essential duties.

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