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
