Analyst I IT Service Desk
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Remove boilerplate, EEO, etc. Keep substantive info.
Let's parse the posting.
First paragraph: "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."
That's generic fluff, maybe part of "About the role"? Could be considered about the role? It's more about company values. Could be "About the role" or "About PUMA". But we need to include only sections with real specific content. This is vague but still content about company values. Might be okay for About the role. However we must not repeat job title as heading. The job title is not given explicitly but likely "Technical Support Specialist" or similar. Not needed.
Next: "YOUR MISSION: Provide first point of contact technical support to both the PUMA Corporate and Retail environments Troubleshoot and resolve a large variety of technical issues including MS Windows, macOS, network, mobile devices, Office365, Adobe Creative Suite and Retail systems Manage Retail store incidents involving critical system outages by using analytical skills to quickly diagnose and resolve problems to ensure financial impact to the business is minimized Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations. Participate in team-based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business Exercise judgment on when to escalate unresolved support incidents to higher support teams Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications Perform hardware and software deployments and partner with third-party consultants for successful implementation Oversee asset tracking and inventory management to ensure availability of IT tools for end users Participation in off hours on-call rotation approximately once every month."
That's responsibilities.
Next: "YOUR TALENT: 1-2 years providing end-user support to a large end-user base in a corporate and/or retail environment College level degree in computer related technologies or demonstrated equivalent experience Exceptional customer service and interpersonal skills to provide in-person and remote technical support to end users and the ability to adapt in a fast-paced environment Ability to effectively prioritize and organize incidents, tasks and projects while maintaining queue workload Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration, Microsoft CoPilot, Dell and HP hardware including laptops, desktops and all-in-one computers Hands-on experience administering and troubleshooting macOS, Apple Hardware, iPhones, iPads, iOS using JAMF and Meraki MDM Troubleshooting retail devices including POS systems, printers, scanners, credit card readers Understanding of basic network principles as well as protocols and services such as IP, DNS and DHCP Knowledge of Cisco Meraki network equipment a plus"
That's qualifications/requirements/skills.
Next: "The hiring range base pay for this position is $51,800-$68,905 + Bonus + Benefits (Benefit Summary Corporate) Pay may vary depending on job-related knowledge, skills, and experience."
That's Pay and Benefits.
Then a lot of EEO boilerplate etc which we must remove.
Also mention "Participation in off hours on-call rotation approximately once every month." That could be Schedule.
Thus sections:
- About the role: maybe include the SPEED & SPIRIT paragraph? Could be considered about the role/company values. It's not super specific but it's content. We'll include as About the role
with
...
. - Responsibilities:Responsibilities
with- each bullet.
- Requirements: maybe combine qualifications and skills. Could have Requirements (education/experience) and Skills (technical). But we can combine into one Requirements section if we want fewer sections. However guidelines: prefer a few substantive sections over many thin ones. We could have Responsibilities, Requirements (including education, experience, skills), Pay & Benefits (maybe separate Pay and Benefits? But we have both pay and benefits mentioned together). Could have Pay section and Benefits section separate if we have details. The posting mentions "$51,800-$68,905 + Bonus + Benefits (Benefit Summary Corporate)". That's pay and benefits together. Could put Pay section with that info, and Benefits maybe not separate because no detail beyond "Benefits". Since we should not create Benefits section unless posting actually states them. It does state "+ Benefits (Benefit Summary Corporate)" which is a mention but not detail. Might be considered stating benefits exist but not detail. The rule: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state benefits exist, but no detail. Could we include Benefits section with that line? It says "Benefits (Benefit Summary Corporate)". That's a statement that benefits exist, but not detail. Might be okay to include Benefits section with that line. However we also have Pay range. Could combine Pay and Benefits into one section? The guidelines list separate possible headings: Pay, Benefits, Schedule. It says prefer a few substantive sections over many thin ones. So we could have Pay section that includes both pay and benefits mention. But then we would not have a Benefits heading. That's okay.
Schedule: we have "Participation in off hours on-call rotation approximately once every month." That's schedule info. So we can have Schedule section.
Thus sections: About the role, Responsibilities, Requirements, Pay, Schedule.
We need to ensure we don't include filler like "commensurate with experience". Not present.
Now craft HTML.
We need to use
for section headings. Use
- for any list of duties/requirements/benefits. Use
for prose. We'll need to split responsibilities into list items. Responsibilities list: - Provide first point of contact technical support to both the PUMA Corporate and Retail environments - Troubleshoot and resolve a large variety of technical issues including MS Windows, macOS, network, mobile devices, Office365, Adobe Creative Suite and Retail systems - Manage Retail store incidents involving critical system outages by using analytical skills to quickly diagnose and resolve problems to ensure financial impact to the business is minimized - Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations - Participate in team-based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business - Exercise judgment on when to escalate unresolved support incidents to higher support teams - Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications - Perform hardware and software deployments and partner with third-party consultants for successful implementation - Oversee asset tracking and inventory management to ensure availability of IT tools for end users - Participate in off hours on-call rotation approximately once every month Note: The last one about on-call rotation could be schedule, but we already have schedule section. Might move it to schedule. However it's also a responsibility. We'll keep it in responsibilities? But we have schedule section separate for on-call rotation. Let's move that to schedule. Thus responsibilities list excludes the on-call rotation. Now Requirements: we need to list education/experience and skills. We can break into two sub-sections? But we only have one Requirements heading. Could list items. Requirements list: - 1-2 years providing end-user support to a large end-user base in a corporate and/or retail environment - College level degree in computer related technologies or demonstrated equivalent experience - Exceptional customer service and interpersonal skills to provide in-person and remote technical support to end users and the ability to adapt in a fast-paced environment - Ability to effectively prioritize and organize incidents, tasks and projects while maintaining queue workload - Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration, Microsoft CoPilot, Dell and HP hardware including laptops, desktops and all-in-one computers - Hands-on experience administering and troubleshooting macOS, Apple Hardware, iPhones, iPads, iOS using JAMF and Meraki MDM - Troubleshooting retail devices including POS systems, printers, scanners, credit card readers - Understanding of basic network principles as well as protocols and services such as IP, DNS and DHCP - Knowledge of Cisco Meraki network equipment a plus That seems fine. Now About the role: we need to capture the SPEED & SPIRIT paragraph and maybe the "Applying for a job at PUMA is easy..." paragraph. That's generic but we can include. Let's combine into a paragraph: "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." We'll put that in
. Now Pay: we have "$51,800-$68,905 + Bonus + Benefits (Benefit Summary Corporate) Pay may vary depending on job-related knowledge, skills, and experience." We'll put that in
. Schedule: we have "Participation in off hours on-call rotation approximately once every month." We'll put that in
maybe as a sentence. Now ensure we removed all boilerplate: EEO statements, etc. Now output HTML fragment. Let's craft:
About the role
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.
Responsibilities
- Provide first point of contact technical support to both the PUMA Corporate and Retail environments
- Troubleshoot and resolve a large variety of technical issues including MS Windows, macOS, network, mobile devices, Office365, Adobe Creative Suite and Retail systems
- Manage Retail store incidents involving critical system outages by using analytical skills to quickly diagnose and resolve problems to ensure financial impact to the business is minimized
- Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations
- Participate in team-based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business
- Exercise judgment on when to escalate unresolved support incidents to higher support teams
- Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications
- Perform hardware and software deployments and partner with third-party consultants for successful implementation
- Oversee asset tracking and inventory management to ensure availability of IT tools for end users
Requirements
- 1-2 years providing end-user support to a large end-user base in a corporate and/or retail environment
- College level degree in computer related technologies or demonstrated equivalent experience
- Exceptional customer service and interpersonal skills to provide in-person and remote technical support to end users and the ability to adapt in a fast-paced environment
- Ability to effectively priorit
- for any list of duties/requirements/benefits. Use