IT Support Analyst

Responsibilities

• Ensure timely operational and technical support for personal computers and peripherals.
• Provide and ensure prompt and effective troubleshooting, resolution, and documentation of all assigned user support problems and service requests.
• Set and manage priorities, provide daily support and troubleshooting of all domestic IT technology issues including retail store POS system support.
• Update problem management system with timely and meaningful information in accordance with desktop service levels.
• Gather and log all relevant information about the issue and attempts to resolve it using tools provided and the collective knowledge of their teammates and supervisors.
• Utilize knowledge base used to assist in troubleshooting efforts.
• Share experiences with other team members.
• Aid in the deployment and rollout of software and hardware to meet business needs.
• Develop and maintain detailed project plans to coordinate the purchase, receipt, inventory, and disposal of all IT assets.
• On-board new employees with GIT orientation to computer assets.
• Respond to all voice mail and email messages daily.
• Develop advanced technical knowledge of all desktop applications and OS software supported by Technology Services.
• Troubleshoot and assist in the use of all supported software.
• Assist in the team rotation for off-hour and weekend on-call coverage.
• Maintain an accurate inventory of GIT Client assets, including spare parts/items for break/fix support.
• Clock in and out for off-hour and weekend on-call coverage.
• Coordinate activities to support SAP client / printing, direct application issues to appropriate support groups.
• Document installation and configuration procedures for both standard and non-standard software packages.
• Assist in the deployment and rollout of software and hardware as required by the demands of the business.
• Maintain accurate inventory of computer assets, including spare parts/items for break/fix support.
• Technology Lead: May be asked to be primary analyst responsible for various software tools in use by the company.

Requirements

• Degree in a related field of study, preferably Computer Science, or Informational Systems or equivalent business experience.
• 3+ years’ experience in Desktop and/or Helpdesk support.
• Technical expertise in current standard desktop software (Microsoft Office, Windows, Mac).
• Experience with corporate Mac OS support is a must.
• Retail POS System Support is a plus.
• Customer Service focus and emphasis on building positive customer relationships.
• Excellent organization, project management, written and verbal communication skills.
• Able to work with all levels of staff and management and lead cross-functional teams.
• Able to technically mentor clients and co-workers.
• Excellent analytical, decision making and technical problem-solving skills.
• Able to handle multiple priorities in a fast-paced environment.
• IT industry standard certification from Microsoft, Apple, CompTIA, HDI, PMI is a plus, but not required.

Pay

The base salary range for this position is $60,000 to $68,000 per year. Base salary is determined by individualized factors such as experience and market location.

Benefits

• Access to our medical plans, dental plans, vision plan, Life Insurance, Accidental Dismemberment & Death Insurance, Tuition Reimbursement program, 401(k), Short-Term Disability, Long-Term Disability, Parental Leave, Legal Plan, Employee Assistance Program, Pet Insurance, Flexible Spending Account, Critical Illness Insurance, Watch Accommodations/Discounts, Paid Time Off and Company Paid Holidays.