Information Technology (IT) Operations And Support Analyst

IT Operations And Support Analyst

The IT Operations and Support Analyst is responsible for ensuring the integrity, accuracy, and timely execution of key business processes related to point-of-sale (POS) operations, accounts receivable (AR), general ledger (GL) and inventory reconciliation. The role involves a combination of technical support, data processing, system maintenance, troubleshooting, and collaboration with store locations and internal departments to ensure optimal performance and security of IT services. This position also contributes to system configuration, process analysis, and documentation, ensuring alignment with company standards and regulatory requirements.

Core Duties

• Execute end-of-day AR and GL processing including spooling/printing of reports and verification of data integrity
• Investigate and resolve posting errors and invalid distributions in the AR to GL and Cash Receipts journals
• Perform adjustments and repost transactions as needed to maintain data accuracy
• Conduct POS and AR system backups, verify backup completion and integrity
• Coordinate store readiness for POS period initialization by ensuring all outstanding transactions are resolved
• Communicate with store locations regarding unresolved invoice breaks or inter-store discrepancies
• Confirm and document successful initialization for new POS periods
• Generate, verify, and distribute standard financial and operational reports
• Maintain a structured report archive and ensure all documentation is complete and compliant
• Validate and balance AR to GL distribution reports
• Make necessary corrections and adjustments prior to uploading financial data, and notify relevant stakeholders upon successful completion of the upload
• Extract and analyze data from POS and warehouse systems to identify discrepancies
• Compile reconciled in-transit inventory reports and notify stores of issues requiring attention
• Provide remote and on-site technical support for staff, including troubleshooting POS systems, desktop applications, and printers
• Use remote support tools (e.g., Bomgar) to resolve issues or escalate where necessary
• Configure, image, and deploy computer hardware to new or existing users
• Manage user accounts, permissions, and access controls in accordance with security policies
• Assist with the distribution of computer stationery and consumables
• Assist with patch management, antivirus updates, and vulnerability remediation
• Respond to and fulfill requests for IT-related materials and support
• Conduct research and discovery to support business process improvements, document findings and provide actionable recommendations to the IT Manager
• Maintain knowledge base articles, standard operating procedures (SOPs), and system documentation
• Assist with projects, including but not limited to system upgrades, migrations, and new technology rollouts
• Participate in testing and deployment of applications and infrastructure changes
• Collaborate with vendors and internal teams for hardware/software procurement and installation
• All other duties that may be assigned

Minimum Requirements

• Associate degree in Information Technology, Computer Science, or related field
• 3+ years of experience in IT operations, technical support, or business systems analysis
• Proficient with Microsoft Office, POS systems, AR/GL financial systems, and reporting tools (e.g. Microsoft SSRS, Excel, Microsoft Power BI)
• Valid driver's license and clean driving record
• Ability to work all scheduled hours as needed

Preferred Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field
• Experience with remote support tools (e.g., Bomgar, TeamViewer)
• Experience with IT operations in a multi-site or regional environment
• Experience with cloud platforms (e.g. Oracle Cloud)
• NCTVET Certifications in Computer Service or System Administration would be an asset.

Required Skills

• Time management
• Ability to efficiently problem-solve and meet expected service level standard
• Ability to work independently and in a team environment
• Interpersonal, relationship-building and communication skills
• Communicating effectively with supervisors, coworkers, and customers
• Reporting issues clearly and promptly
• Being courteous and professional (including in shared spaces)
• Regulatory Compliance
• Adhering to IT security policies, data protection regulations, and company standards
• Technical knowledge
• Ability to operate and troubleshoot technological hardware/software (e.g. computers, mobile phone/apps, operating systems, etc.)

Physical/Other Requirements

• Ability to stand and walk for extended periods (up to 8 hours or more per shift)
• Frequent bending, stooping, kneeling, and crouching to low areas and corners
• Ability to climb stairs or ladders to reach high surfaces
• Ability to lift, push, and pull objects weighing up to 100 pounds (e.g. supply boxes, laptops, monitors, etc.)
• Exposure to temperature changes, dust, noise, and cleaning chemicals
• Ability to wear personal protective equipment (PPE) such as gloves, masks, or safety goggles when required
• Comfortable working in varied environments, including:
• Indoor (offices, retail stores, warehouses, manufacturing floors)
• Outdoor (parking lots, walkways, landscaped areas)
• Reliable vehicle to support island-wide travel, as needed

Work Schedule

Full-time; may include early mornings, evenings, weekends, or holidays depending on operational needs