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Somerville, Massachusetts, United States of America

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy and all genders are welcome. Simply click APPLY ONLINE and follow the steps to upload your application.

Your Mission

The Analyst I, IT Service Desk position will serve as the main point of escalation for all support issues for both the Corporate and Retail environments.  Additionally, the IT Service Desk Analyst I role will participate in IT projects as well as support hardware and software deployments to corporate and retail store chain end-users.  This role shall follow all Service Desk best practices and protocols, be accountable for their work, and accurately prioritize the urgency and criticality of support incidents. The Analyst I, IT Service Desk should possess a positive, team-oriented attitude and a friendly, customer-focused mindset.  This is a fast-paced and challenging role that requires an individual with excellent organizational and communication skills as well as some tenacity to see problems through to resolution.

  • Strong analytical skills to efficiently troubleshoot a wide variety of technical issues

  • Timely escalation of all unresolved support incidents to Tier II level

  • Provide friendly, customer-focused support centered on communication and follow-through

  • Actively participate and support Service Desk team initiatives

  • Participate in team-based monitoring and managing of the main ticket queue

  • Apply critical thinking and creative problem skills in order to quickly resolve retail store systems issues which includes troubleshooting of retail applications, network infrastructure including MS Windows servers and PC’s, Retail Pro application system, Symantec Endpoint Protection and Cisco Meraki network equipment

  • Collaborate with local and global IT teams on small projects

  • Perform hardware and software deployments to the end-user

  • Assist Service Desk Manager with asset tracking and inventory management

  • Participation in off hours on-call rotation 

Your Talent

  • 1-3 years providing end-user support to a large end-user base in a remote-working environment 

  • College level degree in computer related technologies or demonstrated equivalent experience 

  • Exceptional customer service and interpersonal skills and the ability adapt in a face-paced environment. 

  • Ability to effectively prioritize and organize multiple projects/tasks while maintaining queue workload

  • Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration

  • Experience with computer imaging processes, Symantec Endpoint or Microsoft Defender, Adobe Creative Suite

  • Hands-on Experience configuring and troubleshooting Dell/HP/Apple laptops/desktops and iPhones

  • Familiarity with basic network protocols and services such as IP, DNS and DHCP, and knowledge of Cisco Meraki network equipment, Retail POS systems, and macOS

PUMA supports over 14,000 employees across 120+ countries. The PUMA Group owns the brand PUMA, Cobra Golf and stichd, and is headquartered in Herzogenaurach, Germany.

PUMA is an Equal Employment Opportunity (EEO) employer. It is the policy of PUMA to prohibit discrimination and harassment of any type and to afford equal employment opportunities to all persons without regard to race, color, religion, sex, national origin, age, gender, physical or mental disability, veteran-status, or any other characteristic protected by applicable federal, state or local law.For additional information, please contact: us-hrrecruiter@puma.com


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