Analyst I IT Service Desk

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.
Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications.
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.
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.

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
• 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

Pay & Benefits

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.
PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability.