Service Desk Analyst 1

The IT Service Desk Analyst provides 24x7 network, hardware, and software support for various user communities, including retail stores, warehouses, and corporate office environments. The Analyst will perform basic troubleshooting and resolution or escalations of issues regarding retail point of sale, retail wireless devices, corporate and retail application issues, voice and data networking, mainframe issues, proprietary applications, mobile devices, desktop devices, and peripheral and Microsoft Office 365 applications and active directory. The role is an in-office position in Hickory, NC, with a schedule of 3 12-hour shifts and 1 6-hour shift from Wednesday to Saturday. Responsibilities: Field Incoming Help and Service Requests: Handle incoming queries and help requests from end users over the phone, via email, chat, or web portal in a fast and friendly manner. Resolve IT Support Requests: Resolve user's basic technical issues as they arrive, which can involve remote management of devices, walking a user through steps to resolve their issue, recommending documented resolution, or determining an escalation path with assistance from peers. Follow Up with Customers: Follow up with customers to provide status for ongoing issues and after resolution to ensure the issue was resolved to the customer's satisfaction. Maintain Service Records: Maintain accurate detailed records of all user interaction and troubleshooting steps via the ITSM platform. Monitor System Processes: Monitor and maintain operation of business processes, maintain accurate work records, and follow prescribed protocol for handling documented situations. Work in a fast-paced environment, able to adapt and grow with new responsibilities and technology as required to meet business needs. The position will participate in after-hours on-call rotation and may be required to work a flexible schedule, which may include 3rd shift, holidays, and weekends. Qualifications: Basic technical and computer skills and a capacity to learn new technology. Associate degree in Computer Science or equivalent work experience, 1-2 years preferred. Demonstrate basic level of problem-solving, conflict management, time management, and communications skills, both written and verbal. Effective in working with all levels of both internal users and external customers in a patient, friendly, and professional manner. Seniority level:

Entry level Employment type:

Full-time Job function:

Information Technology Industries:

Retail #J-18808-Ljbffr