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Reyes Holdings IT Support Analyst - MB in Harriman, New York

IT Support Analyst - MB

  • Job ID #:32342

  • Position Type:Full Time

  • Location:Harriman, NY

  • Shift:1st

  • Department:Information Technology and Technical Support

  • Education Required:Bachelors Degree

  • Experience Required:5 - 7 Years

Position Description:

About Martin Brower

Martin Brower is dedicated to being the leading Supply Chain Solutions provider for restaurant chains around the world, creating an outstanding work environment for our employees and delivering unmatched value for our customers while protecting their brands. Martin Brower is part of the Reyes Holdings family of businesses which is one of the largest privately held companies in the U.S.

Martin Brower has been in business for over 60 years and has grown to a multi-billion dollar company. We are a world class team of 9,000 employees located in 19 countries.

Our values drive our culture of People First, which is focused on the safety and wellness of our people and we work diligently every day to support this core value.

We set the highest standards of honesty and integrity and pride ourselves in being a true partner with our customers, suppliers and our communities protecting their brands every step of the way.

Our company could not exist without strong communities. We do our part in making them stronger and believe it is important to provide opportunities for those looking to challenge themselves and serve as ambassadors in their communities.

Imagine a workplace where strong leaders empower a culture where employees strive to deliver unmatched performance, innovation, and engagement.

Position Summary:

The IT Support Analyst will provide support for business-critical applications and devices while making independent business critical decisions based on their experience and expertise. This position is accountable for resolving highly complex computing, networking, and application issues at a local and Global IT level. The IT Support Analyst will identify and solve common, recurring issues and escalate as appropriate. This position will also be responsible for the supporting, implementing and enforcement of Martin Brower IT Policies, and will interact with Corporate and Global IT support and resolution teams daily. The ideal candidate is an experienced IT professional with a solid background and education in IT, an independent decision maker and risk taker, with a goal to advance in their career.

Position Responsibilities may include, but not limited to:

  • Independent issue resolution for support incidents, demonstrating consistent ability to own issue resolution from start to finish, including making business critical decisions that may affect the immediate abilities of groups of users or a distribution center’s capabilities to continue business.

  • Able to attend priority 1 or 2 business impacting or business outage support conference calls and make sound business critical decisions that may affect operations, transportation, order processing, finance or other business functions.

  • Learn and keep up to date with rapidly changing business applications and hardware, as well as participating in decision making for purchasing and implementing hardware and software.

  • Assist in solving issues for distribution center/call center customers with business applications including ERP and WMS including other Martin Brower and Reyes Holdings application portfolio through personal knowledge and by working with other application teams.

  • Monitoring and troubleshooting standard, aligned infrastructure, including:

  • Personal computing devices (laptops, desktops, etc.)

  • Network equipment (switches, routers and access points)

  • Material handling equipment (MHE) technology

  • Handheld device support (Vocollect Headsets, XRS tablets, PDA devices (FUTURE), etc.)

  • Printers (laser, thermal, line, copiers, etc.)

  • UPS units

  • Lead and support laptop deployment and related technology packs, as needed, in alignment of agreed IT procurement processes.

  • Ability to recognize, define and document resolutions and repeatable fixes for frequent issues that will be published to the team and Level 1 support.

  • Document and escalate issues to appropriate IT technology, infrastructure and application groups via standard processes and business leadership.

  • Participate in an off-hour on call rotation.

  • Leverage recurring incident and ticket metrics to identify recurring and actionable issues.

  • Creation of training documents, if necessary, and training of peers and end-users.

  • Perform site audits and asset management, annually or as needed

  • Maintain awareness of IT trends, technology, and regulations that could impact company and identify risks and issues.

  • Attend Reyes Holdings IT change control and other infrastructure related meetings and identify, approve, or deny change requests control that could have possible impacts to the business.

  • Responsible for asset management, to include maintaining current inventory of devices, tracking devices, reclaiming devices no longer in use, and aligned procurement and spend company expense and capital funds.

  • Interact and manage incidents with 3 rd party vendors for support.

  • Independently run small projects, leading application, infrastructure and business resources utilizing the SDLC model including resource and budget management.

  • Demonstrate self-confidence while showing respect and support to others.

  • Independently develop and nurture strong and appropriate relationships with business and technical partners as well as customers in order to advance system efficiency and overall IT perception and support.

Position Requirements:

Required Skills and Experience:

  • Bachelor’s degree in Information Systems, Management Information System, Computer Science or related field with 5-7 years previous work-related experience working in a technical support environment, specifically supporting business applications and devices.

  • Thorough knowledge of supported software applications and hardware.

  • Working knowledge of common network and end user device troubleshooting is preferred.

  • Understands difference between software deficiency and user training and can apply knowledge appropriately

  • Must be analytical and detail-oriented with excellent troubleshooting and problem-solving abilities

  • Must be an independent thinker and decision maker, with the interests of the business and business continuity in mind

  • Must have strong communication, organization and interpersonal skills, in addition to excellent customer service skills

  • Ability to manage multiple tasks simultaneously

  • Ability to write reports, business correspondence, and procedure manuals

  • Ability to effectively present information and respond to questions in a group setting

  • Ability to provide remote support to end users over telephone or screen sharing

  • Self-motivated with the ability to meet deadlines on multiple tasks

  • Willing to travel to remote distribution centers up to 75%

  • This position must pass a post-offer background and drug test

Preferred Experience:

  • Project management experience and/or certification.

  • Familiarity of business intelligence and data analytics solutions.

Behavioral Competencies:

Core Competencies

  • Adaptability

  • Accepts and adapts to changes

  • Learns new skills to meet new needs of the business

  • Suggests changes and improvements

  • Quality Work Output

  • Produces quality work

  • Follows safety practices and compliance policies

  • Uses time wisely and gets things done

  • Meets or exceeds deadlines

  • Takes responsibility for own actions

  • Service Orientation

  • Supports the company’s mission, vision and values

  • Meets or exceeds customer needs

  • Responds to requests in a timely manner

  • Takes initiative to meet customers’ needs

  • Resourcefulness

  • Uses materials, processes and tools efficiently

  • Takes initiative to solve problems

  • Does the most important work first

  • Gets things done while still upholding ethics, integrity, compliance and company values

  • Teamwork

  • Works with others to get things done

  • Openly shares feedback and information that helps the team

  • Treats others with respect

  • Is approachable to others

  • Listens so others feel heard

  • Develops relationships built on trust


Martin-Brower knows our employees work hard, so we offer competitive wages and a generous benefits package that contributes a significant amount to your total compensation and your personal well-being.

Additionally, there are many opportunities for you to distinguish yourself and move up in our stable company through excellent work performance.

Benefits include:

  • Medical

  • Dental

  • Vision

  • Legal services

  • Flexible spending accounts

  • Met Law Legal Services

  • Consumer Medical

  • Paid Time Off

  • Other Supplemental Benefits

Physical Demands and Work Environment :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability, or protected veteran status. Drug Free Workplace.

As an Equal Opportunity Employer, Reyes Holdings companies will recruit and select applicants for employment solely on the basis of their qualifications. Our Practices and Procedures, including those relating to wages, benefits, transfers, promotions, terminations and self-development opportunities, will be administered without regard to race, color, religion, sex, sexual orientation and gender identity, age, national origin, disability, or protected veteran status and all other classes protected by the Federal and State Government. Drug Free Employer.