Service Desk Analyst
Listed on 2026-02-13
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IT/Tech
IT Support, Technical Support, HelpDesk/Support
The Service Desk Analyst provides day-to-day Tier-2 technical support for all stores, offices, and warehouses within North America and the United Kingdom. This role provides training and coaching for associate level analysts in addition to 3 rd party vendor support. This critical role enables Build‑A‑Bear to strengthen operational stability, maximize resource efficiency, and drive ongoing improvement initiatives.
Responsibilities- Improve efficiency and optimize processes
- Provide documentation as needed
- Point of escalation
- Manage on‑call, in‑office, and backup schedules
- Escalate items as needed
- Attend project meetings as needed
- Conduct New Bear technology orientation
- On‑call and shift rotation
- Associate’s degree or technical/trade school and 2 years’ experience or equivalent experience.
- 1‑3 years providing 1st & 2nd level IT using a support ticketing solution and POS
- Experience in supporting Microsoft desktop systems and applications
- General troubleshooting experience
- Bachelor’s degree in computer science or similar field
- A+ or Net+ certification or equivalent
- 4+ years providing 1st & 2nd level IT support while troubleshooting software and hardware issues.
- Experience with Connect Wise
- Experience in network troubleshooting
- Skilled with MacOS and iOS devices
- Power Shell scripting experience
- Conscientious, thorough, and precise
- Naturally cooperative and supportive
- Comfortable following established procedures and processes
- Enjoys accomplishing work as an individual
- Communication is factual, polite, and professional
- Typical office environment with climate control and sufficient lighting, ergonomic desk/chairs
- Call rotation to provide 24/7 support
Your ability to achieve annual department objectives and corporate goals which include but are not limited to the following:
- Judgment, decision making, and execution
- Improvement initiatives and data‑driven insights
- Training and support provided to associates
Equal Opportunity Employer
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