Analyst IT Service Desk

Responsibilities

• Provide first point of contact technical support to both the PUMA Corporate and Retail environments.
• Troubleshoot and resolve a large variety of technical issues including MS Windows, macOS, network, mobile devices, Office
  365, Adobe Creative Suite and Retail systems.
• Manage Retail store incidents involving critical system outages by using analytical skills to quickly diagnose and resolve problems to ensure financial impact to the business is minimized.
• Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations.
• Participate in team‑based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business.
• Exercise judgment on when to elevate unresolved support incidents to higher support teams.
• Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications.
• Perform hardware and software deployments and partner with third‑party consultants for successful implementation.
• Oversee asset tracking and inventory management to ensure availability of IT tools for end users.
• Participate in off‑hours on‑call rotation approximately once every month.

• 1‑2 years providing end‑user support to a large end‑user base in a corporate and/or retail environment.
• College‑level degree in computer‑related technologies or demonstrated equivalent experience.
• Exceptional customer service and interpersonal skills to provide in‑person and remote technical support to end users and the ability to adapt in a fast‑paced environment.
• Ability to effectively prioritize and organize incidents, tasks and projects while maintaining queue workload.
• Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration, Microsoft CoPilot, Dell and HP hardware including laptops, desktops and all‑in‑one computers.
• Hands‑on experience administering and troubleshooting macOS, Apple hardware, iPhones, iPads, iOS using JAMF and Meraki MDM.
• Troubleshooting retail devices including POS systems, printers, scanners, credit card readers.
• Understanding of basic network principles as well as protocols and services such as IP, DNS and DHCP.
• Knowledge of Cisco Meraki network equipment a plus.

The hiring range base pay for this position is $51,800‑$68,905 + Bonus + Benefits (Benefit Summary Corporate). Pay may vary depending on job‑related knowledge, skills, and experience.

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination. At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal opportunity– no matter your background, identity, or experience.

To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people. We may use AI for isolated organizational steps like scheduling interviews. These functions have no influence on decisions in the application process. PUMA is an Equal Employment Opportunity (EEO) employer.