Help Desk Analyst

Corporate Office - Knoxville, TNWho Are We?

Altar'd State is a rapidly growing women's fashion brand with more than 120 boutiques in 38 states. We offer a place of respite and a distinctive shopping experience with the latest fashion finds, the most sought-after accessories, as well as charming home décor and gifts.

Our Mission“Stand Out. For Good”. At Altar’d State, those four words are more than just our motto, they are why we exist. From Mission Mondays, where 10% of our net proceeds go directly to local charitable organizations, to our long-standing partnership with Coprodeli USA, in which we are in the process of building 22 schools for impoverished communities in Peru, we are committed to giving back in meaningful ways to those in need.

The Role The Help Desk Analyst is the primary point of contact for technical and operational support issues identified by our stores, home office, and distribution center organizations. Help Desk Analysts track all support issues, resolve issues, and follow up on all escalations. This individual works closely with the rest of the IT department to ensure system uptime and prompt resolution to all issues.

This individual will also be part of future technology projects.

Leads technology support while coordinating facility needs, including plumbing, electrical, lighting, HVAC, painting, and emergency repairs. Dispatches vendors, tracks progress, ensures timely resolution, and communicates clearly with field leadership. Success requires strong multitasking, prioritization, and a calm, solutions-focused approach in a fast-paced, high-accountability environment, consistently upholding Altar’d State’s service standards.

Primary Responsibilities Answer all calls for help either by phone, chat, email, or portal entry using ticketing platform

Coordinates facility maintenance and repairs by dispatching and managing service vendors for plumbing, electrical, lighting, HVAC, and emergency issues.

Manage and prioritize central ticketing queue to ensure timely resolution of issues

Perform troubleshooting through diagnostic techniques for retail stores, distribution centers, and home office locations

Walk Guest through problem solving process

Determine the best solution based on issues and details provided by Guests Install, modify, and repair computer hardware and software

Facilitate and direct resolution with on site technicians or vendors as needed

Provide accurate information on IT products or services

Follow up and update Guest on status of issues

Maintain the highest level of guest service

Record events, problems and resolution in logs Identify and escalate situations requiring urgent attention

Writing and editing technical documentation

Additional special projects as assigned

Skills and Abilities

Contribute innovative ideas that enhance the guest experience, drive business results, and elevate brand presentation while encouraging creativity within the team.

Strong interpersonal skills and excellent verbal and written communication skills

Foster a collaborative team culture by choosing humility, valuing diverse perspectives, setting ego aside, and supporting peers to achieve shared goals.

Consistently prioritize the guest experience by anticipating needs, delivering personalized service, and creating a welcoming environment that builds lasting relationships and brand loyalty.

Ability to demonstrate confidence and resilience when facing obstacles, make timely decisions, and take ownership of outcomes while remaining solution-focused in a fast-paced environment.

Experience using a helpdesk or ITSM ticketing system to log, prioritize, and resolve support requests efficiently while maintaining accurate documentation and timely follow-up.

Experience installing, configuring,…