Technical Support Analyst

THE OPPORTUNITY

Dillard’s is looking for a Technical Support Analyst to join our Data Center team in Little Rock, Arkansas. This role requires the flexibility to work a varied schedule, including holidays, weekends, and after-hours shifts as required.

THE TEAM

As a member of the IT Operations and Technical Support department, the Technical Support Analyst serves as the primary contact for Dillard’s associates encountering issues with IT resources. This role offers a significant career path with numerous opportunities for internal growth and professional progression.

WHAT YOU WILL DO

• Provide technical software, hardware, and network problem resolution to all IT resource users by performing question/problem diagnosis and guiding users through step-by-step solutions
• Must be able to function independently
• Handle phone and email support for moderate system or content issues
• Identify, resolve, and escalate issues when necessary
• Clearly communicate technical solutions in a user-friendly, professional manner
• Record interactions in our service ticket database
• Identify and document resolution to recurring inquiries
• Occasionally assist other staff members and monitor open tickets to ensure timely and effective resolution
• Provide equipment upgrade and maintenance assistance to personnel at all Dillard’s operating locations.

THE “MUST-HAVES”

• Authorization to work in the United States without sponsorship
• At least two years of experience working in help desk or technical support call center environments
• Excellent problem-solving and decision-making skills
• Excellent verbal and written communication skills
• Must possess a customer-friendly attitude with the ability to work in a fast-paced team environment
• Must be able to work a flexible schedule, which includes weekends, holidays, and in some cases after-hours.

THE “NICE-TO-HAVES”

• Previous customer service experience
• Experience in an I.T. call center or I.T. help desk environment
• AI Proficiency: Experience using generative AI tools (like Gemini, ChatGPT, or internal AI features) to streamline documentation, troubleshoot technical issues, and improve resolution workflows
• Efficiency Mindset: A proven track record of using technology to automate repetitive diagnostic or administrative tasks, allowing more time for complex problem-solving