IT Systems Analyst

Location:

Store Support Center (limited field travel)

The IT Support Analyst provides remote technical support and software/systems administration for associates and store locations company-wide, primarily by phone, remote access, email, and ticketing system. This role serves as the first line of support for day-to-day technology issues, account and access requests, and software troubleshooting, and helps maintain the systems and documentation that keep stores running. A successful Support Analyst possesses exceptional problem-solving skills, strong interpersonal skills, patience, and the organizational ability to manage multiple open tickets and projects ail tech support experience is a plus but not required.

• Education:
  
  Vocational training or an associate’s degree in a Computer Science related field.
• Experience:
  
  2 - 4 years of educational or on-the-job experience in IT support or help desk.

• Provide remote technical assistance and support to associates relating to hardware and software issues via phone, remote access, email, and the ticketing system.
• Own and maintain trouble logs on support requests using the ticketing system, ensuring timely follow-up and resolution.
• Provide day-to-day administration and support of business software systems, including Microsoft 365 (user accounts, access, and licensing), Active Directory/identity management, and core line-of-business applications.
• Install and maintain analog and VoIP phone system hardware across locations.
• Process account and access requests: user account creation, password resets, group membership, and basic permissions administration.
• Help maintain the company antivirus and endpoint security software, ensuring licenses are current and systems are kept up to date.
• Assist with patch deployment and system management on mobile, desktop, and server systems through automated system management (RMM) software.
• Prepare and maintain procedural documentation and end-user guides to assist with software support and onboarding.
• Assist in testing new software procedures and upgrades prior to company-wide rollout.
• Support basic remote network and Internet connectivity troubleshooting (routers, remote access, VPN) in coordination with the Field Technician for on-site issues.
• Escalate or coordinate hardware and on-site issues to the Field Technician as needed and follow up to ensure ticket closure.
• Escalate complex infrastructure, security, and systems issues to the Systems Administrator.
• Partner with the Systems Administrator to build and maintain the recurring store site visit schedule, targeting a visit to each store every two months outside of reset and construction projects.
• Assist with equipment deployments, cabling, and store technology projects during scheduled field visits.
• Any other duties as requested by management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Systems:
Windows desktop and server environments (physical and virtualized), Microsoft 365 administration, Active Directory/identity management, IBM AS/400 basics, ticketing/RMM platforms, basic perimeter security and remote access concepts (VPN), basic POS software support.

Windows 10/11, Windows Server 2012/2016/2019, Microsoft 365 (Exchange, SharePoint, Teams, Intune/Endpoint Manager), Microsoft SQL basics, Microsoft Office Suite, system backup software, antivirus/endpoint security products, RMM platforms, enterprise POS software experience a plus.

General knowledge of website administration, basic SQL scripting and command line tools, troubleshooting Mac hardware and macOS issues, and experience with RMM products for mobile devices and business systems.

Ability to read and interpret operating and maintenance instructions, procedure manuals, and diagrams; basic math skills; strong written and verbal communication for remote troubleshooting; ability to manage multiple…