Technical Analyst

Position: Technical Analyst I
Location: Swan Valley

Technical Analyst I

Staples is business to business. You're what binds us together.

At Staples our Digital Solutions team is more than a traditional IT organization. We are a team of passionate, collaborative, Agile, inventive, customer-centric, results-oriented problem solvers. We are intellectually curious, love advancements in technology and seek to adapt technologies to drive Staples forward. We anticipate the needs of our customers and business partners, and deliver reliable, customer-centric technology services. If you want to be on the front lines, driving one of the greatest technology transformations of the 21st Century, you should join our team!

Team Summary

Staples' Technical Operations & Cloud Engineering Team provides resilient and efficient infrastructure for the business' applications as well as associated critical support of these platforms. We continuously maximize our value through optimizing our efficiencies, expanding abilities, improving agility, and skillsets of the team to best support evolving business requirements. Technology Operations and Cloud Engineering (TOCE) is responsible for the Architecture, Engineering, and Operations of Staples core IT infrastructure, network, telephony, and collaboration platforms.

Additionally, the team supports Staples' eCommerce platforms and nearly 200 locations including corporate, sales offices, and supply chain facilities across North America as well as 1102 US Retail stores from a network and telephony perspective.

What you'll be doing:

This position will allow you to work with many technologies and vendors. Your primary focus will be supporting the Staples warehouse and annex buildings located in Idaho Falls,  facilities will include Billings, MT as well as, the greater Montana area. This will include supporting the wired and wireless networks as well as providing day to day user support for pc's and printers.

You will also be part of a project team providing remote support for large projects outside of Montana, projects led by a technical project manager.

Along with your technical responsibilities, you will be given business administrative tasks related to network gear costs, optimizations, and reporting. Tasks you may be requested to do include the management of the spare gear asset pool, ensure support maintenance licenses for gear and printers are updated on their respective vendor portals, ensure internal compliancy that all network assets are accurately reflected in Service Now, and conduct annual audits to ensure all network diagrams are accurate.

You may be called upon to assist in the development and planning of the annual Network, Printers, and PC refreshes for each site as appropriate.

You will report to a remote manager based in Colorado and at times will work directly with a technical project manager while working on projects. This position will be onsite 5 days per week and 24/7 on call coverage rotation (approximately 1 week every 10 weeks).

• Typical support would include but not limited to:
• Network gear installation and configuration of Cisco routers and layer 2/3 switches.
• Extreme RF networks.
• Zebra, Kyocera printers, and multifunction devices.
• Work closely with 3rd party vendors for requesting quotes, writing purchase orders, and managing their work for projects.
• Assist in small to large project work for projects initiated by both Staples as well as 3 rd party vendors.
• Maintenance of all relevant infrastructure documentation within Word, Visio, Excel.
• Supporting local and remote associate's Windows 11 PC's.
• Supporting Apple Mac devices.
• Microsoft 365 support.
• Configuring and installing network printers.
• Adhering to Service Levels while working on support tickets in Service Now.

What experience you bring to the table:

• Technical expertise in installations, configurations, maintenance of network equipment, services, and devices.
• Configuration, tuning, upgrading, and administration of infrastructure components.
• Evaluation of systems performance, capacity, and provides reports and recommendations to management.
• Troubleshooting and resolving PC / MAC related issues.
• Gathering business requirements and the development functional specifications, reviews with Technical Engineers to ensure business centric solutions are consistent with Staples network standards.
• Local site contact who managed implementations, provided post-implementation end-user support and maintenance.
• Collaboration with network/Wi-Fi vendors on new and updates to existing technology.
• Ability to handle moderately complex issues and problems and refers more complex issues to higher-level staff.
• Proven customer-centric service abilities.
• Oral and written communication skills.
• Can multiple-task and prioritize work to meet needs of the site and the project timelines.
• Strong written and verbal communication skills.
• Works well as part of a team and independently with general supervision.
• Excellent time and priority management skills.
• Competent oral and written communication skills.
• Interpersonal skills,…