Service Desk Analyst

At Build-A-Bear we believe in the power of imagination, creativity, and memorable experiences. Our mission is to add a little more heart to life by creating unique experiences, lasting connections, and beloved memories that create lasting emotional connections. We are a multi-channel, site-based experience and entertainment company, with diversified categories and consumer segments. We are seeking a strategic and inspirational Service Desk Analyst to join our dynamic team.
Service Desk Analyst, the primary responsibility will be providing overall day to day support of team activities which includes, but not limited to, reviewing, escalating, prioritizing, and assigning issues and requests to the team. Providing tier 2 technical support with a high level of customer service for all stores, offices and warehouses within North America and UK. This position requires the analyst to participate in trainingcoaching of associate level analysts and 3rd party vendor support.
Responsibilities:
Team Support

• Assist SD manager in queue management.
• Create, update, and/or disseminate documentation as needed to team.
• Work with other teams to ensure proper documentation is received.
• Act as an escalation point for teammates.
• Liaise with business partners to ensure processes work for all parties involved.
• Manage on call, in office, and backup schedules

Technical Support

• Respond, work, and close service tickets in a timely manner.
• Track troubleshooting steps and time on tickets worked.
• Ability to troubleshoot previously undocumented or complex issues
• Escalate items you are unable to solve.

Team Liaison for technical projects

• Occasionally attend project meetings to remain informed of items that will affect the Service Desk.
• Work with Project team to ensure understanding and documentation makes it to the Service Desk.

CoachTrain Assoc. level analyst and users

• Handle most of the new bear orientations
• Train new team members
• Work with teammates to help resolve complex issues

Work on call shift to provide 247 support

• Participate in on call support and in-office rotation.
• On call is 6 PM to 8 AM M-F and all-day Saturday and Sunday

Required Qualifications:

• Associate's degree or technicaltrade school and 2 years' experience or equivalent experience.
• 1-3 years providing 1st & 2nd level IT support while troubleshooting software and hardware issues. Preferably, with ConnectWise Manage or other ticketing solution Experience.
• Proven ability to support retails specific IT systems, especially POS related support.
• Strong ability to use, maintain, troubleshoot, and deploy MacOS devices
• Strong written and oral communication ability. Ability to maintain positive working relationships with internal business partners, other IT teams, and store associates
• Understanding of OSI/TCPIP network model and ability to logically troubleshoot and identify issues to resolve or escalate

Preferred Qualifications:

• Bachelor's degree in computer science or similar field. A+ or Net+ certification or equivalent
• 4+ years Providing 1st & 2nd level IT support while troubleshooting software and hardware issues.
• PowerShell scripting experience is a plus. Ability to troubleshoot synchronization issues between windows and Microsoft systems while maintaining proper notification, approval, and documentation of change

Behavioral Traits for Success:

• Technical problem-solving and ingenuity while working within approved organizational systems and technology
• Proactive & responsive
• Flexible-someone who can shift smoothly as priorities and demands change
• Task & people oriented
• Strong communication skills with the ability to serve as a thought partner and innovative leader across teams
• Tenacity & commitment to tasks

Working Environment:

• Typical office environment with climate control and sufficient lighting, ergonomic desk/chairs
• Corporate Office located St. Louis, MO

Corporate Standards:

• Transparent communication - explain your methods, how data is used and applied.
• Available and willing to address concerns and questions.
• Trust your teammates and work together to achieve common goals. Seek the opinions of others. Take accountability for your actions.
• Acknowledge success, recognize individual and team contributions, and have fun along the way.

Your Performance Will Measured On:

• Amount of time entered in ticketing system
• Number of tickets closed each week
• Ticket escalation & documentation

This description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment, nor does it alter your at-will employment, and Build-A-Bear, Inc. reserves the right to change this job description and/or assign tasks for the employee to perform, as may deem appropriate.