Technical Support Analyst

Posted Date: Oct-14-2021

Job ID: 21794

Job Type: Full Time

Job Function: Information Technology

City: Seattle

State: Washington

Store: Seattle HQ

Remote Eligible: Yes



Please visit the Covid-19 Hiring Updates before applying


What's cool about this job

At REI Co-op, we believe that a life outdoors is a life well lived. As an employee of REI, you will have the opportunity to shape what it means to be a Co-op Member. REI is more than an outdoor retailer – our members engage with us in experiences, content and community, advocacy and more.


REI is looking for a Tech Support Analyst to provide Tier 2 level IT support as an escalation path for the Service Desk while supporting the FoW initiative by providing support for the new hybrid work model.  As a Tech Support Analyst, you will contribute to REI’s success by providing skilled technical troubleshooting to the entire population of Co-Op employees, contractors and vendor partners. This position also partners with IT delivery teams to build and transition new capabilities to IT Operations and support new technical solutions to our end-user community


In this role you will:

  • Act as both a primary support point and as an escalation point for Level 1 Analysts regarding technical issues within an enterprise environment.
  • Lead troubleshooting and root cause determination and proactively identify opportunities to prevent service interruption.
  • Work independently with mild supervision and take initiative when appropriate.
  • Perform as a support resource for enterprise device maintenance and issue resolution.
  • For Retail Systems: This position provides production support for store applications, hardware and mobile solutions.
  • Work with cross functional IT and business teams to troubleshoot problems, propose solutions, and apply fixes to quickly resolve issues or restore service.
  • Identify opportunities to improve operational efficiency or improve customer experience.
  • Proactively mentor and share knowledge with technical teams.



Bring your passion and expertise

  • 5+ years IT support experience, 1+ year experience on the Service Desk
  • Ability to utilize clear and effective written and verbal communication
  • Organizational skills with a solution-based, problem-solving mindset
  • Experience in using and supporting Microsoft 365 Office Suite.
  • Experience with retail point-of-sale systems, personal computers, and typical distribution center equipment.
  • Knowledge of iSeries, AIX, Windows, UNIX and Macintosh operating systems, and others as introduced.
  • Knowledge of local and wide area network (LAN/WAN) infrastructure components and ability to troubleshoot and collaborate with staff and vendors to resolve problems.
  • Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals.
  • Consolidates information from various sources including feedback from others to reach sound decisions.
  • Considers the ultimate impact of decisions and actions on internal and external customers.
  • Works smart by setting effective work goals, establishing priorities, and planning well to produce quality work.
  • Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals.
  • Builds rapport with all kinds of people inside and outside the organization.
  • Challenges the status quo, champions change and influences others to change.


At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

NEW YORK CORRECTION LAW
ARTICLE 23-A, Section 753
LICENSURE AND EMPLOYMENT OF PERSONS PREVIOUSLY CONVICTED OF ONE OR MORE CRIMINAL OFFENSES

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.