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Westford, 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 IT Service Desk Analyst II position will serve as the main point of escalation for all support issues that the IT Support Desk Tier 1 team are unable to promptly resolve. Additionally, the Analyst II, IT Service Desk role will lead projects as well as manage hardware and software deploymentsto corporate and retail store chain users. The Analyst II, IT Service Desk will be a positive role model for the IT Service Desk Tier 1 team.  This role shall follow all Service Desk best practices and protocols, treat all customers with respect, be accountable for their work, and accurately prioritize the urgency and criticality of support incidents. The IT Service Desk Analyst II will serve as a subject matter expert in a variety of topics as well as assist with overflow tickets and phone calls from the Tier 1 support team.

  • Serve as the main point of escalation for all support incidents required for Tier 2 support.  . Escalate all unresolved support incidents to regional or global SMEs. Provide customer-focused support centered on communication and follow-through. 

  • Provide mentorship and enablement to teammates in the resolution of more advanced problems.  

  • Provide direct support for Retail store systems, applications, and network infrastructure, includingMS Windows servers and PC’s, Retail Pro, Symantec Endpoint Protection and Cisco Meraki network equipment 

  • Organize, lead, and track projects to timely completion while upholding all Service Desk best practices, protocols, and service level agreements 

  • Assist Service Desk Manager with asset tracking, inventory management, and hardware and software deployments to the end-user base as needed 

  • Manage Service Desk queue flow by properly prioritizing tickets and communicating with the team 

  • Participate in off hours on-call rotation   

Your Talent

  • College level degree in computer related technologies or equivalent experience 

  • 3-5 years of experience providing end-user support to a large end-user base in a fast-paced environment 

  • Customer service and interpersonal skills, as well as the ability to effectively prioritize and be a team player 

  • Knowledge of Microsoft Windows, Office 365 suite including Teams, Active Directory administration, as well as macOS and iOS

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

  • Hands-on experience with troubleshooting basic network protocols and services such as IP, DNS, and DHCP 

  • Familiarity with Dell, HP, and Apple laptops & desktops, iPhones, Cisco Meraki network equipment, retail POS systems and MDM

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

PUMA Wellbeing at Westford


  • Chair massages

  • Fitness reimbursement

  • Free gym

  • Health weeks

  • Wellness room


  • Benefit / wellness fairs

  • Company parties

  • Community engagement

  • Coffee bar


  • Employee assistance services

  • Parent child office

  • Parental leave policy

  • Summer hours


  • 401K employer match

  • Childcare discount

  • Employee discount

  • Medical & dental insurance contr.

  • Pre-tax Benefit Plans

Westford MA

Enter Westford, where PUMA is close to nature (and the sports that come with it) and buzzes with the energy to drive sport and fashion forward.

Go Westford
Copyright- PUMA

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