Help Desk Analyst

Primary Responsibilities

• Answer all calls for help either by phone, chat, email, or portal entry using ticketing platform
• Coordinate facility maintenance and repairs by dispatching and managing service vendors for plumbing, electrical, lighting, HVAC, and emergency issues
• Manage and prioritize central ticketing queue to ensure timely resolution of issues
• Perform troubleshooting through diagnostic techniques for retail stores, distribution centers, and home office locations
• Walk Guests through problem solving process
• Determine the best solution based on issues and details provided by Guests
• Install, modify, and repair computer hardware and software
• Facilitate and direct resolution with on-site technicians or vendors as needed
• Provide accurate information on IT products or services
• Follow up and update Guest on status of issues
• Maintain the highest level of guest service
• Record events, problems and resolution in logs
• Identify and escalate situations requiring urgent attention

Skills And Abilities

• Contribute innovative ideas that enhance the guest experience, drive business results, and elevate brand presentation while encouraging creativity within the team
• Strong interpersonal skills and excellent verbal and written communication skills
• Foster a collaborative team culture by choosing humility, valuing diverse perspectives, setting ego aside, and supporting peers to achieve shared goals
• Consistently prioritize the guest experience by anticipating needs, delivering personalized service, and creating a welcoming environment that builds lasting relationships and brand loyalty
• Ability to demonstrate confidence and resilience when facing obstacles, make timely decisions, and take ownership of outcomes while remaining solution-focused in a fast-paced environment
• Experience using a helpdesk or ITSM ticketing system to log, prioritize, and resolve support requests efficiently while maintaining accurate documentation and timely follow-up
• Experience installing, configuring, administering, and troubleshooting desktop hardware, operating systems, and business applications to ensure minimal disruption to store and corporate teams
• Ability to diagnose and resolve issues with printers, scanners, POS devices, and other peripherals to support smooth daily operations removing friction
• Working knowledge of networking hardware including routers, switches, and VPN appliances, with the ability to assist in troubleshooting connectivity issues
• Understanding of retail operations and the urgency required to support store teams, ensuring technology enables a seamless and positive guest experience
• Model a strong work ethic and uphold high standards of performance and accountability to drive results, develop talent, and secure long-term success for the business

Education and Experience

• 1–3 years of experience in a support, facilities coordination, or operations role; retail Experience Strongly Preferred
• Proficiency with ticketing systems, IT tools, and communication platforms (phone/chat/email)
• CompTIA A+ certification or ability to earn certification within 1 year of employment preferred
• Associate degree in technology, business operations, or related discipline preferred