Senior Analyst, Technical Support (Remote)

About the job

The primary purpose of this position is to provide root cause analysis of the highest escalated store technical issues routed to the command center, provide solutions and work with internal and external customers on issues resolution. The incumbent is also required to perform all tasks in observance of Rite Aid’s brand and strategy and adhere to our core values and service attributes. Perform root cause analysis of complex or uncommon front-end of store and pharmacy problems, or those escalated from Technical Support Representatives. Act as a last resort for problem resolution and will be the highest level technical expert to resolve technical issues. Work with internal customers and outside vendors on problem resolution. Lead the problem process integration across technical teams, vendors and business partners, driving process improvements, ensuring standardization and process adoption leading to increased stabilization. Develop training documents for Technicians 1-3 on new software and facilitate training on new software and systems. Represent the organization on strategic initiatives and projects to create and validate support strategies. Compile data and generate trending reports that analyze the root cause and percentage change of recurring store hardware, software, and procedural issues and provide to senior IS Management for consideration in future software, hardware and procedural enhancements. Provide technical and troubleshooting mentoring to Service Desk associates, delegate work assignments and offer guidance or assistance whenever necessary. Act as a mentor to lower level technicians. Experience / Requirements 7 years of experience in hardware/software/networking/help desk and/or website support required. 10 years of experience in hardware/software/networking/help desk and/or website support preferred. Education Bachelor’s Degree in Arts/Sciences (BA/BS) Information Systems required. Fifth year college or university program certificate Information Systems preferred. service attributes. Perform root cause analysis of complex or uncommon front-end of store and pharmacy problems, or those escalated from Technical Support Representatives. Act as a last resort for problem resolution and will be the highest level technical expert to resolve technical issues. Work with internal customers and outside vendors on problem resolution. Lead the problem process integration across technical teams, vendors and business partners, driving process improvements, ensuring standardization and process adoption leading to increased stabilization. Develop training documents for Technicians 1-3 on new software and facilitate training on new software and systems. Represent the organization on strategic initiatives and projects to create and validate support strategies. Compile data and generate trending reports that analyze the root cause and percentage change of recurring store hardware, software, and procedural issues and provide to senior IS Management for consideration in future software, hardware and procedural enhancements. Provide technical and troubleshooting mentoring to Service Desk associates, delegate work assignments and offer guidance or assistance whenever necessary. Act as a mentor to lower level technicians. Experience / Requirements 7 years of experience in hardware/software/networking/help desk and/or website support required. 10 years of experience in hardware/software/networking/help desk and/or website support preferred. Education Bachelor’s Degree in Arts/Sciences (BA/BS) Information Systems required. Fifth year college or university program certificate Information Systems preferred.