Help Desk Analyst

Vacation Pay (based on eligibility guidelines)

As the first point of contact for our technical operations, you'll be the face of IT for our corporate office and retail locations. We are looking for a "people person" who happens to be great with technology. While we use Windows, Linux, and specialized POS systems, your primary mission is to provide an exceptional support experience that leaves our users feeling heard and helped.

• Exceptional Front-line Support:
  Serve as the friendly, professional first point of contact for all technical inquiries via phone, email, and Team s.
• Ticket Lifecycle Management:
  Accurately document every interaction within our ticketing system. You will be responsible for creating, categorizing, and updating tickets to ensure no issue falls through the cracks.
• Customer Advocacy:
  Take full ownership of user issues from initial contact through resolution, providing regular status updates so users are never left wondering about the state of their request.
• Identity Management:
  Manage user access and perform Active Directory password resets with a focus on security and speed.
• Retail Operations:
  Support and troubleshoot Point of Sale software and hardware to keep our stores running smoothly.
• Cross-Platform Assistance:
  Provide empathetic troubleshooting for users working in a mixed Windows and Linux environment.
• On-Call Rotation:
  Participate in a shared team rotation for weekend on-call support, ensuring our retail teams have the help they need when they need it most.
• Detailed Documentation: A "if it isn t in a ticket, it didn t happen" mindset. You write clear, concise notes that help the next technician understand exactly what steps have already been taken.
• Empathy-First Approach:
  The ability to remain patient and positive, even when dealing with frustrated users or high-pressure retail situations.
• Active Listening:
  Truly hearing the user s problem and asking the right clarifying questions to get to the root cause quickly.
• Queue Discipline:
  The ability to manage a personal ticket queue, prioritizing urgent retail "dead-in-the water" issues over non-critical tasks.
• Conflict Resolution:
  De-escalating tense situations with a professional demeanor and a "how can I help?" attitude.

• Proficiency in Windows Desktop: basic comfort with Linux environments.
• Retail Tech Experience with Xstore or similar POS systems is preferred.
• Prior experience using ticketing software (e.g. Ninja, Service Now, Zendesk) is a plus.