System Support Analyst II

LOCATIONWinterville, NCABOUT USVictra is Verizon's largest premium retailer in the United States. We thrive on collaboration, innovation, and performance. Our mission is to connect technology to life in a trustworthy, fun, and profitable way while delivering exceptional experiences for our Guests and employees.

JOB DESCRIPTION You should be an incredibly customer service-focused individual who understands how diverse parts of the business fit together to create customer and organizational impact. You are passionate about serving our front-line teams and corporate end users, tailoring support to their unique needs while taking personal accountability for timely, high-quality results. You will build trusted relationships across retail, corporate, and IT teams, communicate with honesty and clarity, and use sound judgment to prioritize work in alignment with business goals.

You will also embrace new technologies, ideas, and ways of working, helping others navigate change and continuously improving the end-user experience while living Victra’s values of Performance, Collaboration, Celebration, Integrity, and Innovation. Success in this role reflects Victra’s core leadership principles including:
Customer Focus, Results Driven, Relationship Building, Change Management, Strategic Thinking, and Talent Management.

KEY RESPONSIBILITIES Assist in implementing technical systems, software, hardware, and solutions, embracing new technologies and processes while helping make change successful for end users.

Develop deep expertise in one or more technologies and serve as a trusted SME for the Store Support and Corporate Support teams, sharing knowledge and building the capability of others.

Respond to phone calls, ticket submissions, and deskside support in order of priority, tailoring service to each customer’s unique needs. Demonstrate sound judgment, strong organization, effective ticket triaging, and timely communication while taking ownership through resolution

Provide trusted SME support to the Service Desk regarding issue status and resolution, building strong working relationships and maintaining accurate incidents and problems within the ticketing system.

Provide rapid, customer-focused support aligned with Victra goals, taking personal accountability for commitments and delivering timely, effective results for front-line and corporate users.

Prioritize effectively under pressure and balance competing support needs across written tickets, verbal requests, and in-person support, maintaining accountability for follow-through and results

Test, implement, and document projects with direction and assistance from others, adopting new ideas and practices and helping embed changes that improve support processes and the end-user experience

Research and test modern technology for project work, demonstrating curiosity, continuous learning, and a willingness to identify new ideas that can improve business and customer outcomes.

Leverage and contribute to knowledgebase documentation for Help Desk and IT Support, taking ownership of assigned areas of expertise and sharing knowledge to strengthen team capability and service consistency.

Build effective, reciprocal working relationships with systems administrators, network engineers, and other IT Corporate Support Analysts to resolve escalated IT problems quickly through collaboration, clear communication, and shared accountability.

Build broad knowledge across Victra systems and become a Subject Matter Expert in one or more IT disciplines, continuously developing expertise and using that knowledge to support team and business success.

Provide training and end-user support during and after implementation, tailoring guidance to user needs and helping others adopt new systems, processes, and ways of working successfully.

Maintain current IT industry knowledge, seek opportunities to build expertise, and recommend solutions that align with business goals, improve customer outcomes, and support continuous improvement.

Requires onsite regular business hours attendance.

WHAT WE ARE LOOKING FORYou are detail-oriented, results-driven individuals who will do whatever it takes to get the…