Service Desk Analyst

About the role

Kelli’s is looking for a Service Desk Analyst to provide front-line technical support to our corporate office, distribution center, retail stores, and Cloverkey hospital gift shop locations. This is a hands-on support role for someone who enjoys troubleshooting problems, helping people, and seeing an issue through to resolution. You’ll be the first point of contact for technology-related questions and will provide support by phone, email, and through our ticketing system. Kelli’s is a growing organization with a strong retail presence and an expanding portfolio of store and hospital locations. This position provides broad, hands-on exposure to end-user support, Microsoft 365, retail technology, and IT operations with opportunities to grow as the company continues to expand. If you enjoy solving problems, helping people, and being part of a team where your work makes a difference every day, we’d like to hear from you.

Responsibilities

• Provide first-level technical support to employees across corporate, distribution, retail, and hospital gift shop locations.
• Troubleshoot Windows 10/11 desktop and laptop issues, including software, updates, printers, peripherals, and login problems.
• Support Microsoft 365, including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and MFA.
• Troubleshoot basic network and connectivity issues, including Wi-Fi, VPN, TCP/IP, DNS, and DHCP.
• Assist retail locations with POS, registers, receipt printers, scanners, and payment terminal issues.
• Create, update, and manage support tickets in Jira Service Management, including documenting troubleshooting steps and resolution.
• Resolve issues at first contact when possible and appropriately escalate issues that require additional support.
• Communicate clearly with users and keep them informed throughout the resolution process.
• Maintain accurate ticket queues and follow up on open issues through resolution.
• Use and contribute to the IT knowledge base in Confluence.
• Follow company IT security and data-handling requirements, including applicable PCI DSS requirements.

Requirements

• 2+ year of hands-on help desk or service desk experience.
• Experience troubleshooting Windows desktops and laptops.
• Experience supporting Microsoft 365 applications and users.
• Understanding of basic networking concepts,