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IT support Analyst l (Req 580)

Reliance Steel & Aluminum

Cypress, California 90630
Job Code:
Div. 98 (Req 580)
Job Type:
Job Status:
Full Time
1st Shift
Reliance Steel & Aluminum
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Job Details

Application Process:  To be considered for this position, the candidate must submit their resume to recruiting@rsac.com and specify the title and requisition number for which they are applying in the subject line or body of the email.

Essential Functions

Technical Support - Provides technical support via telephone, email or online to end users on a variety of application and technical issues.

  • Gather the customer’s information and determines the customer’s issue by analyzing the symptoms and figuring out the underlying problem
  • Determine severity of problem and ensures response time is minimal through triage process
  • Identify, troubleshoot, research and resolve basic technical problems  
  • Uses Knowledge Base to identify problems and possible solutions                                                                                                             

 Knowledge Management - Ability to improve operational efficiencies by reducing the time spent to rediscover previous incidents or problems. 

  • Document and disseminate identification and resolution of problems to avoid future redundant work efforts

 Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.

  • Provide service to internal and external customers to satisfy their needs and expectations                                                                                                         
  • Listens to concerns and resolves reported issues effectively and promptly                                                                                                                                
  • Committed to continuous improvement      
  • Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system        
  • Delivers high quality products and services

Supplemental Duties and Responsibilities

  • Pursues training and development opportunities; Strives to continuously build knowledge and skills
  • Assist personnel in other RTS departments to resolve technical and/or application issues
  • Act as back-up to the Field Operations team as needed
  • Train newly assigned staff
  • Act as back-up to the Field Operations team as needed
  • Other duties as requested
Core Competencies

Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).

     Able to:

  • Frame problems before trying to solve them                                                                                                                        
  • Follow a defined process to solve low to medium complexity and/or recurring problems
  • Involve the team in problem solving                          
  • Seek advice from those who have solved similar problems


Company Business Knowledge - Understands the company, its products and the business processes.

  • Apply Reliance business knowledge (one or more areas) to technology solutions

Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.

     Able to:

  • Clearly express information taking into account audience and nature of the message (for example, non-technical, sensitive, and controversial)
  • Ask questions and summarize what was heard to prevent miscommunication
  • Present information in a concise and focused manner                                                                                                                                                                        
  • Listen to others        

 Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.

     Able to:

  • Establish rapport with co-workers easily                                                                                                                                                                                                                                                                                                                                               
  • Work with others to achieve goals
  • Listen and respond constructively to other team members' ideas                                                                                                                                         
  • Be open with other team members about his/her concerns


Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.

  • Gather data and others' input when making decision
  • Escalate decisions when appropriate  


Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.

     Able to:

  • Manage time efficiently   
  • Accept responsibility for mistakes  
  • Comply with established policies and procedures                                                                                                                                                                                                                                                  
  • Take ownership of successful outcome of work assignments and/or projects  
  • Minimize re-work
  • Seek out learning opportunities
  • Identify training needs and take action to obtain knowledge  


Leadership – Displays effort and commitment in carrying out the department’s goals and objectives.

     Able to:

  • Treat co-workers in a fair and equitable manner
  • Behave in a tactful, compassionate, and sensitive manner




  • Bachelor’s Degree or equivalent work experience in a related field required.
  • IT  certifications preferred or equivalent work experience in a related field
  • Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
  • Must be self-motivated and able to work independently, with minimal supervision and as part of a team
  • Detail oriented with excellent interpersonal communication skills
  •   2+ years’ experience supporting desktop and application technologies required such as Dell desktops/laptops, Lenovo laptops, HP Printers, Datamax printers and hand held scanners required
  • Strong working knowledge of the Windows OS and Desktop productivity tools such as MS Office required
  •   1+ years’ experience supporting the following applications and technologies preferred: 

o   Trend Micro Antivirus

o   Citrix

o   Active Directory


o   VPN client configuration

o   Microsoft Exchange/Outlook: Creating rules

o   Microsoft Excel : understanding Macros and formulas

o   Internet Explorer, Chrome, HTML, Win install, internet/intranet support issues

o   Help Desk Incident Management Software

o   SQL or Microsoft Access database

o   Remote control tools – Bomgar preferred

  • Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
  • Must be self-motivated and able to work independently, with minimal supervision and as part of a team
  • Detail oriented with excellent interpersonal communication skills

Excellent customer service skills

We are an Equal Opportunity/Affirmative Action Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state or local law.
We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for the position or to participate in an interview, please let us know. 
Reliance Steel & Aluminum Co. provides reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990.  Applicants who need accommodation in the job application process should contact Gabe Muñoz at (213) 576-2426 or e-mail 
Gabriel.munoz@rsac.comto request an accommodation.

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