Junior Help Desk Support Analyst
The Help Desk Analyst will assist in-store and corporate associates who experience procedural or operating difficulties with IT applications, products, or services. This person represents the first level of support and is often the first point of contact for employees. The Help Desk Analyst is expected to resolve basic technical issues and troubleshooting requests while escalating complex or high-priority issues to the appropriate level of support. The goal is to provide timely and effective resolution and escalation for all reported issues.
Work Schedule
This position follows a Wednesday–Sunday workweek, with Monday and Tuesday off. Candidates must be available to work the full schedule below, work can be remote but candidates must be willing to come onsite to the Charlotte office and local to the area for training the first week!
- Sunday: 10:30 AM – 7:30 PM
- Monday: Off
- Tuesday: Off
- Wednesday: 11:30 AM – 8:30 PM
- Thursday: 12:30 PM – 9:30 PM
- Friday: 1:00 PM – 10:00 PM
- Saturday: 1:30 PM – 10:30 PM
Candidates must be comfortable working evening and weekend hours on a consistent basis.
Essential Functions
- Provide first-level assistance and support for incoming calls and issues involving IT products and services.
- Document all required and pertinent information using help desk ticket-tracking software while providing excellent customer service.
- Walk customers through the problem-solving process, utilizing available tools to troubleshoot, diagnose, and resolve issues to the end user's satisfaction.
- Identify and escalate situations requiring urgent attention.
- Track, route, and redirect issues to the appropriate support resources to ensure timely resolution.
- Monitor incoming tickets and process them in priority order.
- Consistently demonstrate regular, dependable attendance and punctuality.
- Perform other duties as assigned.
Decision Making
- Must be able to multitask, work effectively in a fast-paced environment, and manage stressful situations.
- Determine when an issue can be resolved at the first level of support versus when escalation is required.
Qualifications
- 1–3 years of relevant Help Desk or IT support experience.
- Experience with Cisco Finesse, Microsoft Office Suite, Active Directory, and ServiceNow.
- Experience providing first-level Help Desk support for a wide range of technical issues and end users.
- Experience troubleshooting and resolving issues for remote users.
- Experience with Microsoft Office products and Windows is required.
- Solid problem-solving and troubleshooting skills.
- Strong customer service and communication skills.
- Ability to continually grow knowledge of Help Desk procedures, company applications, and IT infrastructure.
#INDEAST