HD Supply Senior Analyst in Orlando, Florida

Company Overview

HD Supply (NASDAQ:HDS) ( www.hdsupply.com ) is one of the largest industrial distributors in North America. The company provides a broad range of products and value-add services to approximately 500,000 customers with leadership positions in maintenance, repair and operations and specialty construction sectors. Through approximately 260 locations across 36 states and six Canadian provinces, the company's approximately 11,000 associates provide localized, customer-driven services including jobsite delivery, will call or direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion – all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you’re ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!

Job Description & Qualifications

Job Summary

Ensure operational efficiency of all HD Supply locations by providing first point-of-contact support for all computing hardware, software, and Business Unit ERP applications.

Major Tasks, Responsibilities and Key Accountabilities

  • Responds to phone calls, email, and/or web tickets; resolves issues and supports all existing computer systems.

  • Coordinates with support partners to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct next-level support when appropriate.

  • Utilizes an established ticketing system to maintain documentation and work history of open incidents throughout the ticket life cycle.

  • Troubleshoots printers, passwords, email, Standard Windows Applications, internet access, network connectivity issues, etc.

  • Assists with the setup of new PCs; provides assistance with data migration as needed.

  • Provides training and guidance to Analysts to assist with skill-set development. Ensures the Help Desk maintains exceptional customer service by meeting or exceeding established service level agreements (SLAs).

  • Participates in QA and UAT testing. May provide training to user base on new or revised functionality.

  • Assists with managing assigned tasks related to ongoing internal projects.

Nature and Scope

  • May modify processes to resolve situations.

  • Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by supervisor or direct "customers" of the process.

  • Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees professional development but does not have hiring/firing authority.

Work Environment

  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

  • Typically requires overnight travel less than 10% of the time.

Education and Experience

  • Technical certification or Associate's degree may be required in some areas. Generally 5-7 years of experience in related area of responsibility.

Preferred Qualifications & Job Specific Details

Preferred Qualifications

  • Associate's degree in technical discipline and/or technical certification; A+, MCP, and/or MCDST preferred.

  • Bachelor's degree preferred.

  • Demonstrated proficient communication and customer service skills.

  • Experience supporting ERPs operationally and technically.

PRID

PRID140

Job ID 2018-29102

Business Unit Construction Industrial WC

Functional Area Information Technology

Remote Position? No

Position Type Full-Time

HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.