It Retail Service Desk Analyst - Remote

IT Retail Service Desk Analyst provides guidance, assistance, coordination, and follows up on questions, incidents or problems of systems applications, hardware, and software installed or maintained in our environment. Primarily, this IT Retail Service Desk Analyst role is to provide Tier I support, on a variety of issues, to end users. This individual will apply proven communication, technical, and problem-solving skills to provide second tier technical support. They will respond to a number of channels including tickets, phone calls, email, and face-to-face requests. They will document, track, and monitor issues to promote a timely resolution.
Job Duties include:

• Answer incoming calls, email, voicemail, and document, troubleshoot and resolve or escalate incident tickets from end users and retail stores to resolve hardware, and application/software issues within the POS system (Epicor), desktops, servers, printers, and other mission-critical systems.
• Analyze the source of problems reported, locate trends, and recommend measures that would minimize or eliminate future occurrences.
• Help train others and document knowledge for self help (Tier 0), as well as Tier I and Tier II
• Identify and learn appropriate software applications used and supported by the organization.
• Demonstrate and apply an understanding of best-practices and business processes by implementing, and owning the following:
• Proactive management of outages and issues
• Active ownership and transition of technical issues
• Knowledge Management and dissemination of information. Participate in maintaining and updating bulletins, knowledge bases, and frequently asked questions resources on the IT intranet to assist in problem resolution.
• Knowledge in Problem Management, Asset Management, Change and Configuration management.
• Ensure quality of service through:
• Insuring that all pertinent end user identification information, including name, department, contact information, and nature of problem or issue is documented.
• Responding to requests in a friendly, confident and professional manner
• Assists in the research and identification of root causes and systemic issues. Works with management to evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Creating support and notification documentation.
• Raise individual and team performance level by:
• Achieving daily performance and service level goals
• Providing recommendations to management for improvement and compliance
• Complying with all operating procedures and guidelines
• Demonstrating excellence in the execution and handling of incident management and problem resolution.
• Providing guidance and mentoring to other members of the team.

Qualifications:

• Technical diploma or university degree in the field of computer science, information systems with at least 1 years related experience, or 3 years equivalent work experience.
• Preferred - 2-3 years experience working in a high call volume, time sensitive environment for a large company, supporting users in a technical support environment, preferably for a retail company.
• Experience working in a team-oriented, collaborative environment.
• Possess knowledge of commonly-used concepts, practices, and procedures in an IT Service Desk Retail Support setting.
• 2 year troubleshooting VPN, broadband and wireless issues – deleted
• Hands-on knowledge of and experience with retail, POS, enterprise or desktop applications.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques is required.
• Excellent written, oral, interpersonal, and presentational skills.
• Ability to conduct research into incident and problem management, as well as technical application issues is required
• Ability to present ideas in business-friendly and user-friendly language is required.
• A+, HDI Helpdesk or technical certifications preferred.
• Must be self motivated and directed.
• Occasional local travel to stores.
• Able to sit for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
• Able to lift and transporting of moderately heavy objects, such as computers and peripherals.

Safety
The candidate must be able to perform this job safely in accordance with standard operating procedures and good manufacturing practices, without endangering the health or safety of self or others.
Supervisory Responsibility
None The anticipated range for this position is $18.56 - 27.88 per hour depending on location, knowledge, skills, education and experience. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as early access to pay, medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company’s 401k plan. Associates will accrue paid time off up to 236 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.

We’re a family-owned business with over 45 years as a national tool retailer, and with the energy, enthusiasm, and growth potential of a start-up. We are a $7 billion company with over 1,450 stores in 48 states, 27,000+ Associates, and one of the fastest-growing retailers in the country.