Job Information
The Sherwin-Williams Company Store Computer Operations Helpdesk in Cleveland, Ohio
The IT Help Desk Analyst 1N will provide The Paint Stores Group (PSG) store employees with a single point of contact to track, log, report, and resolve level one hardware and software problems through an automated problem tracking system. Help Desk hours of operation are 6:30AM-8:00PM (EST) M-F, 7:30AM-4:00PM Saturday, 9:45AM-2:00PM Sunday. Shift assignments are based on business needs; however, things may change in the future. Analysts are required to support the interim and fiscal inventory processes, which occur on a weekend in either March/April and October/November. Strategy & Planning Provide solutions to standard known PC problems. Research, diagnose, and resolve hardware and software issues with Source. Contribute to process improvement plans. Acquisition & Deployment Assist with the identification and implementation of solutions that provide enhanced functionality and value. Deploy service solutions that simplify processes. Operational Management Troubleshoot Point-of-Sale equipment and Tint equipment (Servers/Clients and all Peripherals). Troubleshoot all peripherals including Credit Card Reader, POS and Tint scanner guns, Epson printers/cash drawer, Lexmark multi-function printers, AML, and Lumen support. Troubleshoot all wiring and cabling problems that connect all workstations, networking applications, telephone terminators and wireless network. Support store applications, i.e., Price Record Cards, HEARS, Onset, MMS, Microsoft Teams, EDI, PQR, BOLDOC, SherColor, Delivery, Color-eye software performance levels, Tax Record Card, Inventory, Customer Satisfaction, Product Performance Reports, and Kronos. Troubleshoot Color Match equipment. Support store openings, renovations and closings regarding computer and Lumen installations and de-installations. Assist various technicians (Lumen, Store Installation managers, Wachter, Everon, Landlords). Incidental Functions Assist with projects required to contribute to efficiency and effectiveness of the work. Some travel may be required. Work outside the standard 7.5-hour workday may be required. Shift adjustments to accommodate business needs including, but not limited to, evening and weekend shifts. Formal Education & Certification Associate degree (or foreign equivalent) in a Computer Science, Computer Engineering, or Information Technology field of study (e.g., Information Technology, Electronics and Instrumentation Engineering, Computer Systems Management, Mathematics) or equivalent experience. Knowledge & Experience 0-1 year of IT or Sherwin Williams Store experience. Basic understanding of computer administration concepts. Basic understanding of LAN/WAN environment. Basic understanding of store network connectivity with peripheral devices. 0-1 year of experience with computer hardware and/or software support preferred. 0-1 year of customer-service related experience preferred. Preferred Qualifications & Skills Conversational competency in speaking/writing Spanish is a plus. Personal Attributes Competent in verbal and written communication skills. Ability and initiative to learn and research new concepts, ideas, and technologies quickly. Ability to work in a team-oriented, collaborative environment. Willingness to contribute time and effort to work assigned. Basic analytical, conceptual, and problem-solving abilities. Motivated to learn new tools and technologies. Ability to organize and assist in the execution of tasks. Ability to work effectively in a multi-cultural environment. Strong commitment to inclusion and diversity. Sherwin-Williams is proud to be an Affirmative Action, Equal Employment Opportunity, Inclusion and Diversity Supportive Employer. All qualified candidates will receive consideration for employment and will not be discriminated