Help Desk Analyst

About the role

The Help Desk Lead position at Broad River Retail supports corporate office staff, retail team members, and distribution centers. The ideal candidate demonstrates excellent customer service, strong troubleshooting and technical skills, and self-starter qualities.

Responsibilities

• Provide exceptional support to a diverse range of users.
• Possess proficiency in hardware, software, and network troubleshooting.
• Handle Tier 1 and Tier 2 Requests, including both basic and more complex support issues.
• Review and act on tickets to ensure timely resolution.
• Perform technical tasks such as upgrades and repairs.
• Support key systems like an ERP.
• Ensure timely resolution of outstanding requests.
• Maintain help desk coverage during operational hours.
• Oversee inventory and asset management.
• Participate in or lead special IT projects.
• Execute other duties as assigned.

Requirements

• Excellent customer service skills.
• Strong troubleshooting and technical skills.
• Self-starter with initiative and productivity.
• Ability to work independently and collaboratively.
• Physical requirements such as extended periods of sitting and computer use.
• Effective communication skills.
• Logical reasoning ability.

Qualifications

• Experience with ERP systems.
• Technical skills in hardware, software, and network troubleshooting.
• Proven ability to manage multiple tasks and responsibilities.
• Ability to work independently and in a team environment.
• Knowledge of Microsoft Office Suite.

Skills

• Customer Service
• Problem Solving
• Technical Troubleshooting
• ERP Systems
• Inventory Management
• Team Collaboration

Benefits

Medical, dental, vision, and life insurance options, paid time off, and 401K matching contribution. Employee discount (40%) at BRR locations. Internal opportunities for career growth and advancement.

Pay

$55,000 - $60,000/annual salary.

Schedule

Workplace environment outlined on site, hybrid, remote with expectations for independent and collaborative work.