Service Desk Analyst I

Optimistic- Influences others to be excited about and committed to furthering the company’s objectives. Embraces challenges with a “can-do” mindset that drives effective solutions.

Results Driven - Maximizes the use of resources to consistently deliver results against sales goals and company objectives. Accepts and uses feedback to improve performance.

Solution Oriented - Recognizes situations that warrant initiative and moves forward without hesitation to resolve issues, problems, or situations. Develops fresh ideas that provide solutions to operational challenges.

Collaborative - Builds constructive working relationships across their Team and with cross-functional partners at the Support Center, the Distribution Center, and the Field. Encourages team unity through sharing of information or expertise, working together to solve problems.

Brand Ambassador- Express rue21 brand messages effectively. Maintain a reliable and consistent brand representation. Bring genuine excitement for brand promotion while building and nurturing relationships for brand success. Navigate challenges with grace and positivity.

As a Service Desk Analyst, you will play a crucial role in providing technical support and assistance to users within our organization. Your primary responsibility will be to ensure that all IT-related issues and requests are resolved promptly and efficiently, contributing to the overall productivity and functionality of our technology infrastructure. The ideal candidate will possess excellent communication skills, technical proficiency, and a customer-centric mindset.

Responsibilities:

• Technical Support: Provide first-line support to users via various channels including phone, email, and ticketing system. Troubleshoot and resolve hardware, software, and network-related issues in a timely manner.
• Incident Management: Log all support requests accurately and efficiently in the ticketing system. Prioritize incidents based on urgency and impact, ensuring that critical issues are addressed promptly. Address the needs of our customers with a positive attitude and solution-oriented focus.
• Problem Solving: Diagnose and investigate recurring issues to identify root causes and implement permanent solutions. Document troubleshooting steps and resolutions for future reference.
• User Training and Guidance: Offer guidance and assistance to users on IT-related matters, including software usage, system access, and security protocols. Conduct user training sessions as needed to enhance technical proficiency across the organization.
• System Monitoring and Maintenance: Monitor IT systems and infrastructure for performance issues, security vulnerabilities, and potential threats. Collaborate with the IT team to perform routine maintenance tasks and updates to ensure system stability and reliability.
• Knowledge Management: Contribute to the development and maintenance of the knowledge base by documenting common issues, troubleshooting techniques, and best practices. Continuously update documentation to reflect changes in technology and processes.
• Communication: Communicate effectively with users and stakeholders to provide status updates, follow-up on support requests, and escalate issues as necessary. Always maintain a professional and courteous demeanor, fostering positive relationships with internal clients.

• Bachelor’s degree in information technology, computer science, or related field preferred but not required.
• Proven experience in a similar role providing technical support and assistance in a corporate environment.
• Strong knowledge of desktop operating systems (Windows, macOS), productivity software (Microsoft Office), and commonly used business applications.
• Familiarity with IT service management frameworks such as ITIL is desirable.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users effectively.
• Customer-focused attitude with a passion for delivering exceptional service and support.
• Ability to work independently as well as part of a collaborative team in a fast-paced environment.
• Familiarity with the following software is desirable:
• Microsoft Office 365, Windows, MacOS, iOS, Microsoft Intune, Apple Business Manager, Cisco VPN, Jira, Microsoft SCCM and AirWatch.
• Familiarity with the following hardware is desirable: Dell Laptop, MacBooks, iPhones, Brother Printers, Xerox Printers, and peripheral devices.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.

All your information will be kept confidential according to EEO guidelines.