Systems Support Analyst

ALLDATA is the industry's #1 choice for unedited OEM automotive repair and collision information. Founded in 1986, the Elk Grove, California-based company has more than 115,000 subscribers worldwide who rely on us for access to the OEM-accurate information and procedures they need for safe and accurate repairs. More than 400,000 technicians trust ALLDATA's industry-leading software solutions for faster diagnostics, updated OEM information covering 95% of vehicles on the road today, and simpler shop management. With the support of our parent company, AutoZone, we are an employer of choice for those who are passionate about working for a leader in the automotive software industry.

Position Summary:

The Systems Support Administrator/Analyst will be responsible for providing junior to intermediate level phone and in-person troubleshooting and administrative support for Microsoft 365 applications and services, enterprise servers and services, consumer/commercial product services running on on-premises or hosted, and advanced troubleshooting for escalated trouble tickets from the PC support and Service Desk team. The Systems Support Administrator / Analyst will also participate in project-based work such as infrastructure and OS upgrades and must be effective in interpersonal communication and problem solving.

Position Responsibilities - Other duties may be assigned:

• Provide hands-on support with Windows 2016, Windows 10-11 and O365 administration

• Manage and troubleshoot both on-prem and cloud-based Active Directory services and Office 365 environments, including user account management, group policies and permissions

• Provide advanced support to the PC Support and Service Desk teams

• Be pro-active with a focus on constant improvement and follow through at all levels

• Support software development and operations teams at a technical and non-technical level on support tickets and/or incidents

• Assist with developing processes and procedures that outline how incidents, requests and problems are identified, preserved in a knowledgebase, escalated, and actioned

• Maintain a customer satisfaction measure of 96.5% or higher each period

• Maintain a service desk ticket closure rate at 96% or higher

• Document, track and monitor technical issues to ensure timely resolution

• Provide timely and thorough input for regular status reporting

• Provide exceptional customer service to all users

• Provide basic-level troubleshooting for telephony systems and networking issues, including identifying connectivity issues and collaborating with network and telephony specialists

• Assist with IT inventory management, including tracking and managing equipment, software licenses and hardware as needed

• Take lead on managing the ticket queue by monitoring and distributing tickets according to ticket volume and urgency

• Ensure the appropriate resource allocation based on priority and load balance

Position Requirements:

• Experience with an ITIL service management software: ZoHo ServiceDesk, Jira, Confluence

• Experience with collaboration and service management software: Atlassian suite, SMAX, ManageEngine

• Hands-on experience in basic computer network and telecoms troubleshooting

• Associate's degree in a technical field

• Minimal knowledge of Apple OS

Salary: $38.63 - $64.08

Compensation Range (USD): MIN 82000.0 - MID 109500.0 - MAX 136900.0

AutoZone, and its subsidiary, ALLDATA are equal opportunity employers. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected categories.