IT Support Analyst

The IT Support Analyst provides Tier 1 (Service Desk) and Tier 2 (Desktop/Field Support) services for ABARTA Coca-Cola distribution centers across Pennsylvania, Ohio, and West Virginia. This position is primarily located in our Cleveland (Bedford Heights) OH but will require some travel to other ABARTA Coca-Cola sites. After-hours & weekend work entailed on an as needed basis. Responsibilities: Tier 1 - Service Desk Support:

• Serve as the first point of contact for end-user technical issues via phone, email, chat or ticketing system.
• Perform initial triage, troubleshooting, and resolution of incidents and service requests.
• Log, categorize, and prioritize tickets in the ticketing system.
• Provide remote support for hardware, software, network, and mobile issues.
• Escalate unresolved or complex issues to Tier 2 or higher support levels.

Tier 2 - Desktop / Field Support:

• Provide onsite and assist other IT team members with remote site technical support for desktops, laptops, and peripherals.
• Diagnose and resolve complex issues related to OS, applications, and basic networking.
• Install and maintain workstations, printers, and mobile devices.
• Perform imaging, deployment, and re-imaging using standard tools.
• Support Honeywell warehouse handheld devices, CT45’s, and barcode scanners, CK67’s.
• Provide printer support for Xerox office and Brother label printers.

Shared Responsibilities:

• Manage tickets to ensure timely resolution and SLA compliance.
• Maintain accurate IT asset inventory.
• Participate in on-call rotation.
• Support IT projects and deployments.

Do you have experience in Windows?, Do you have a Associate’s degree?, * Associate degree in IT or equivalent experience.

• 3-5+ years of IT support experience as a Tier 1 or 2 Analyst.
• Strong customer service and communication skills.
• Experience with Windows 11 and hardware and software troubleshooting.

Preferred:

• Experience with Intune and Autopilot.
• Experience with warehouse devices and manufacturing environments.

Physical Requirements: *

• Ability to lift 25-50 pounds.
• Ability to climb ladders up to 8 feet.

ABARTA Coca-Cola Beverages is a family-owned company committed to being a visible, engaged partner to the customers and communities we serve. We value diversity and individuality and when you thrive, we thrive. ABARTA offers the perks of a large corporation with the personalized touch of a smaller company. We are a workplace that encourages sharing ideas in a supportive environment, growing professionally, maintaining a healthy work/life balance, and interacting with all levels of the organization. We would love for you to become a part of our family to help make our vision of Quenching the Thirst of Our Neighbors a reality!