Technical Analyst I

Staples is business to business. You’re what binds us together. 

At Staples our Digital Solutions team is more than a traditional IT organization. We are a team of passionate, collaborative, Agile, inventive, customer-centric, results-oriented problem solvers. We are intellectually curious, love advancements in technology and seek to adapt technologies to drive Staples forward. We anticipate the needs of our customers and business partners, and deliver reliable, customer-centric technology services. If you want to be on the front lines, driving one of the greatest technology transformations of the 21st Century, you should join our team!

Staples’ Technical Operations & Cloud Engineering Team provides resilient and efficient infrastructure for the business’ applications as well as associated critical support of these platforms. We continuously maximize our value through optimizing our efficiencies, expanding abilities, improving agility, and skillsets of the team to best support evolving business requirements. Technology Operations and Cloud Engineering (TOCE) is responsible for the Architecture, Engineering, and Operations of Staples core IT infrastructure, network, telephony, and collaboration platforms. Additionally, the team supports Staples’ eCommerce platforms and nearly 200 locations including corporate, sales offices, and supply chain facilities across North America as well as 1102 US Retail stores from a network and telephony perspective.

What you’ll be doing: 

This position will allow you to work with many technologies and vendors. Your primary focus will be supporting the Staples/360 Office Solutions warehouse and annex buildings located in Billings, MT as well as, the greater Montana area. This will include supporting the wired and wireless networks as well as providing day to day user support for pc’s and printers. You will also be part of a project team providing remote support for large projects outside of Montana, projects led by a technical project manager.  

Along with your technical responsibilities, you will be given business administrative tasks related to network gear costs, optimizations, and reporting. Tasks you may be requested to do include the management of the spare gear asset pool, ensure support maintenance licenses for gear and printers are updated on their respective vendor portals, ensure internal compliancy that all network assets are accurately reflected in ServiceNow, and conduct annual audits to ensure all network diagrams are accurate. You may be called upon to assist in the development and planning of the annual Network, Printers, and PC refreshes for each site as appropriate. 

You will report to a remote manager based in Tennessee and at times will work directly with a technical project manager while working on projects. This position will be onsite 5 days per week and 24/7 on call coverage rotation (approximately 1 week every 10 weeks).

 Typical support would include but not limited to:

Network gear installation and configuration of Cisco routers and layer 2/3 switches.Extreme RF networks.Zebra, Kyocera printers, and multifunction devices.Work closely with 3rd party vendors for requesting quotes, writing purchase orders, and managing their work for projects.Assist in small to large project work for projects initiated by both Staples as well as 3rd party vendors.Maintenance of all relevant infrastructure documentation within Word, Visio, Excel.Supporting local and remote associate’s Windows 11 PC’s.Supporting Apple Mac devices.Microsoft 365 support.Configuring and installing network printers.Adhering to Service Levels while working on support tickets in ServiceNow.

What experience you bring to the table: 

Technical expertise in installations, configurations, maintenance of network equipment, services, and devices.Configuration, tuning, upgrading, and administration of infrastructure components.Evaluation of systems performance, capacity, and provides reports and recommendations to management.Troubleshooting and resolving PC / MAC related issues.Gathering of business requirements and the development functional specifications, reviews with Technical Engineers to ensure business centric solutions are consistent with Staples network standards.Local site contact who managed implementations, provided post-implementation end-user support and maintenance.Collaboration with network/Wi-Fi vendors on new and updates to existing technology.Ability to handle moderately complex issues and problems and refers more complex issues to higher-level staff.Oral and written communication skills. Can multiple-task and prioritize work to meet needs of the site and the project timelines.Strong written and verbal communication skills.Proven customer-centric service abilities.Works well as part of a team and independently with general supervision.Excellent time and priority management skills.Competent oral and written communication skills.Interpersonal skills, ability to build collaborative relationships across multiple teams.Analytical thinking and planning skills. Schedule must be flexible during peak workload projects. Availability to work after hours and weekends to support major projects or stability issues as needed.Travel (day trips) in Missouri – 10% Travel - Possible other parts of the country for scheduled projects – 10%Must be available for scheduled 24/7 on call rotation approximately once every 10 weeks.Must have reliable transportation.Ability to lift and move computer equipment and printers.

Qualifications : 

What’s needed- Basic Qualifications

3+ years of experience with WAN, LAN, and Wireless technologies. 3+ years’ experience with Cisco routers and switches and Extreme Networks Wi-Fi. 3+ years of personal computer experience: PC software / hardware, Windows 10, Apple/MacMicrosoft Office 365PC imaging & software deployment systems (SCCM)Apple/Mac imaging via JAMFSolid understanding of TCP/IP LAN and WAN networks Cisco stack and networking knowledgeGood understanding of RF and security technologies 

What’s needed- Preferred Qualifications

Avaya/Cisco IP-tel / VOIP experience a plusExperience in supporting Distribution and Supply Chain/Warehousing infrastructure environments.BS or BA degree in computer science, business administration or related field or equivalent experience

At Staples, “inclusion” is an action word. It represents what we do to ensure that all employees feel valued and supported to contribute to their fullest potential. When we operate inclusively, diversity naturally follows. This is why we work hard to foster an inclusive culture, as we seek employees with unique and varied perspectives and areas of expertise. The result is a better workplace and innovative thinking that helps us exceed our customers’ expectations -- through the power of the people behind our iconic brand.

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.