Support Services Analyst

At Barnes & Noble Education (“BNED”) we are dedicated to making tomorrow a better, more inclusive, and smarter world by servicing all who work in education. As a leading solutions provider for the education industry, we are committed to driving affordability, accessibility, and achievement at hundreds of academic institutions nationwide by ensuring millions of students are equipped for success in the classroom and beyond.

About the role

We are seeking a Support Services Analyst who will be responsible for supporting the day-to-day operation of computer systems by installing, configuring, maintaining, and troubleshooting hardware, software, and business applications. This position provides technical support to end users, resolves reported system issues, and ensures timely service delivery in accordance with established service level agreements (SLAs). The role collaborates with internal teams to support technology initiatives and maintain reliable system performance.

While this is a remote position, candidates who are located within a commutable distance of our Columbia, Missouri office are highly preferred.

Responsibilities

• Install, configure, maintain, monitor, and support computer networks, hardware, software, applications, and related equipment.
• Provide technical support to end users via telephone.
• Troubleshoot and resolve hardware, software, network, and application-related issues.
• Document incidents, resolutions, and troubleshooting activities within the ticketing system.
• Maintain user accounts and perform password resets.
• Support application implementations, system upgrades, and software deployments.
• Manage multiple support requests while meeting established service level agreements.
• Escalate unresolved issues and coordinate resolution with internal support teams.
• Assist with phone queue coverage and incoming support requests.
• Collaborate with internal teams to resolve system and website-related issues.
• Additional responsibilities as required.

Requirements

• High school diploma or equivalent required; additional technical training or college coursework preferred.
• Minimum of three (3) years of customer service and/or technical support experience, preferably supporting AS400, Point-of-Sale (POS) systems, PeopleSoft applications, websites, Microsoft Office applications, computer hardware, software, and peripherals.
• Proficiency with Microsoft platforms and a working knowledge of network configurations.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong customer service, verbal, and written communication skills, with the ability to provide effective technical support in person and over the phone.
• Self-starter with the ability to work independently in a remote environment while managing multiple priorities in a fast-paced environment.
• Typing speed of 30 words per minute or greater.
• Flexible availability, including weekends.

Benefits

We offer a competitive total rewards package for full-time employees, which includes:

• Medical, dental, and vision plans
• 401k with an annual discretionary match
• Life insurance
• Commuter benefits
• Paid time off with paid holidays
• A broad range of other benefits to support physical, mental, and financial well-being

Pay

The hiring rate for this position is $18.50 per hour. This rate represents the base salary only, in good faith at the time of posting. Actual compensation will be determined based on factors such as relevant experience, skills, and qualifications.