Support Services Analyst

Optional Work from Home MXX
47-MBS TEXTBOOK EXCHANGE, L
- Columbia, MO 65203

Full Time

The Support Services Analyst ensures reliable technology operations by providing technical support, resolving system issues, and maintaining essential systems that keep our teams connected and productive.

At Barnes & Noble Education ("BNED") and across our family of brands, we are dedicated to making tomorrow a better, more inclusive, and smarter world by servicing all who work in education. As a leading solutions provider for the education industry, we are committed to driving affordability, accessibility, and achievement at hundreds of academic institutions nationwide by ensuring millions of students are equipped for success in the classroom and beyond.

Together, our teams work to elevate lives through education.

To support this mission, we are seeking a Support Services Analyst to ensure the reliable operation of our technology systems and provide timely, effective technical support to end users. This role is responsible for installing, configuring, maintaining, and troubleshooting hardware, software, and business applications, while diagnosing and resolving technical issues in accordance with established service level agreements (SLAs). The Support Services Analyst will also collaborate with cross-functional teams to support technology initiatives, optimize system performance, and contribute to a seamless technology experience across the organization.

• Install, configure, maintain, monitor, and support computer networks, hardware, software, applications, and related equipment.
• Provide technical support to end users via telephone.
• Troubleshoot and resolve hardware, software, network, and application-related issues.
• Document incidents, resolutions, and troubleshooting activities within the ticketing system.
• Maintain user accounts and perform password resets.
• Support application implementations, system upgrades, and software deployments.
• Manage multiple support requests while meeting established service level agreements.
• Escalate unresolved issues and coordinate resolution with internal support teams.
• Assist with phone queue coverage and incoming support requests.
• Collaborate with internal teams to resolve system and website-related issues.
• Additional responsibilities as required.

• High school diploma or equivalent required; additional technical training or college coursework preferred.
• Minimum of three (3) years of customer service and/or technical support experience, preferably supporting AS400, Point-of-Sale (POS) systems, People Soft applications, websites, Microsoft Office applications, computer hardware, software, and peripherals.
• Familiarity with or demonstrated interest in artificial intelligence (AI) tools and technologies, with an aptitude for learning and applying emerging solutions to enhance efficiency, productivity, and business processes.
• Proficiency with Microsoft platforms and a working knowledge of network configurations.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Strong customer service, verbal, and written communication skills, with the ability to provide effective technical support in person and over the phone.
• Self‑starter with the ability to work independently in a remote environment while managing multiple priorities in a fast‑paced environment.
• Typing speed of 30 words per minute or greater.
• Flexible availability, including weekends.

Note:

Employees may be required to report to our Columbia, MO office periodically based on business needs. Applicants must reside within a reasonable commuting distance of the Columbia location, as relocation…