Analyst, IT Support Ld

The IT Support Lead Analyst provides technical and procedural advice, assistance, support and problem resolution for OfficeMax associates, operating systems and network operations. The Support Lead assists the more junior support associates to ensure accurate and timely resolution to technical problems. The Lead is also responsible for making sure support and communication procedures are adhered to, and associates are updated on the latest changes as it relates to IT and the business. In addition to other responsibilities, leads will resolve more complicated, problems, and determine escalation to business and/or other IT areas.  Manage the support area’s problem resolution management system, manage vendor relationships, train analysts on changes resulting from the integration of new technologies and advise and/or consult with business units and/or other IT units.  The lead analyst has expert substantive knowledge in the technical tools, systems, software, hardware and/or the like utilized in the respective area of support and have demonstrated aptitude and ability to resolve complex problems.  This position has a variety of technical requirements that span multiple operating platforms, and systems.Position Responsibilities
The Lead is experienced in all technologies in the respective support area and is responsible for researching and resolving escalated issues.  Independently assesses reported problems, questions and requests with a focus on consistent and logical information gathering and diagnostics.  Maintains an expert level of knowledge and skill in related technical and professional areas through self-study and formal training.
Responds to a variety of complex reported problems, including, phone, email, system generated messages, batch schedules and monitoring tools.  Provide technical and procedural advice, assistance, support and problem resolution to the full compliment of OfficeMax systems, hardware and software Resolution is delivered by either phone, email, remote assistance or a visit to an associate’s desk.
The lead analyst assists the more junior levels with overflow problems as well as provide second and third tier support for problem resolution and consultation. 
The Lead Analyst is a subject matter expert for all technologies across their functional team and is responsible for resolving complex issues.  Expected to stay aware of current developments and trends in all business and related industries and must possess a comprehensive understanding of OMX IT and business operations.
Mentor, coach and direct Analyst and Sr Analyst to ensure that established procedures are followed and customers are receiving timely and quality technical support.
Integrates new and existing technologies into the support team. Responsible for reviewing related documentation and training analysts on both the technical specifications and diagnostic processes.
Ensures timely resolution of critical issues by facilitating and coordinating the resolution activities within the OfficeMax IT department and/or external vendors. Manages meetings with a variety of participants including intra and inter-departmental associates, vendors, and customers.
Provides on-call support on a rotational 24x7 basis.  When on-call, must be available for immediate response and knowledgeable enough to assess issues in a timely manner. 
Provides an escalation point for the business in regards to technical support, questions and procedures.  This person will need to make daily decisions regarding support that will directly affect the businesses ability to service our customers.


Bachelors degree, Management Information Systems, Computer Science, Business Management  or equalviant experience
5+ years of technical support or IT experience
Strong interpersonal and leadership skills
Excellent written and verbal communication skills
Strong analytical and organizational skills
Project management experience and proven results implementing change
Experience with technical vendor management 
Strong technical aptitude
Customer service experience