Solutions Desk Analyst

The Service Desk Analyst serves as the first point of contact for all end users including but not limited to store locations, field teams, home office and distribution center staff.

To provide a world class customer experience for the End User by supporting the organization in any and all IT related issues.

• Deliver a World Class Customer Experience
• Provide Technical support for the End User Tower – resolving common hardware, software or network related issues through diagnosis, trouble shooting, solutions and documentation.
• Provide Stores world class IT support regarding POS, peripherals, LAN, WAN, mobile, web‑based applications or any other issues Stores need to support our customer.
• Provide Home Office and Distribution center world class IT Support regarding hardware, phones, network, application and web‑based applications.
• Configure computer and telecommunications equipment and repair as needed.
• Answer phone calls and respond to voicemails.
• Handle IT related incidents through a ticket queue management system driving tickets to resolution with urgency, efficiency and accuracy.
• Handle walk‑up customers to the IT Service Desk location at home office.
• Document – new IT procedures, maintain/update existing standard operating procedures, ticket history notes.
• Escalate high‑level incidents to appropriate teams with urgency, ownership and follow through.
• Familiarize with the People, process, operating framework and technology of the organization.
• Provide world class support during business hours for Stores, Home office and distribution center teams.
• Provide world class on‑call support to Stores, Home office and Distribution center teams after operating hours.

• Positive, adaptable, solution oriented
• Customer experience focused
• Self‑motivated
• Team player
• Multitasker
• Urgent
• Passion for technology
• Curious & active self‑learner
• Willingness to step outside of your comfort zone
• Flexible schedule with the ability to work during operating hours including evenings, weekends and holidays
• Available to support the business in a rotating 24/7 on call environment
• Humble, curious, and a voracious learner
• Forward thinking, creative, and collaborative
• Approachable, calm, and confident
• High degree of emotional intelligence
• Precise and effective in verbal and written communication
• Embraces risk, hates the status quo and rules, and fosters the idea that fair is almost never equal
• Seeks creative solutions, dives into the unknown, and feels comfortable out on limbs
• Thrives in the complexity of working through influence without authority
• Natural problem solver and differentiates where in the technology stack an incident occurs

• Knowledge – technical, business, ITSM (useful)
• Customer Service Experience
• Troubleshooting
• Problem solving
• Time Management & Personal Organization

• Customer Service experience preferably in a retail environment
• Experience with Retail technology
• Experience with Windows, Mac and Linux operating systems
• Basic understanding of computer networking systems
• Bachelor's degree in IT or equivalent experience preferred
• IT technical certification preferred (A+, MCP, MCSE, or MCSA)
• BA/BS in Information Technology, Computer Science or equivalent field experience but not required
• Demonstrated proficiency in both Windows and Mac Operating Systems
• 3–5 years of experience of database, network or ideally system administration but not required
• 3–5 years of experience with scripting and automation tools, JAMF and/or Big Fix experience a plus but not required
• Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of securely deploying end user devices to field teams

• Ability to sit at a workstation in an office environment for extended periods of time and work on a PC without limitations
• Ability to move about, sit, bend, and squat in an office environment to access files and gather information
• Occasional travel to production locations, stores and events may be required
• Ability to lift 30 lbs occasionally
• Salary Range: $21.00 to $26.00 per hr
• Medical, Dental, & Vision Insurance, following an initial wait period
• Matched 401k after meeting qualifications
• Life Insurance
• Paid Vacation
• Stock Purchase Program
• Open, casual, pet‑friendly office environment