Night Shift Technical Support Analyst

THE OPPORTUNITY

Dillard's is seeking a Production Control / Technical Support Analyst to work the night shift at our Data Centers in Central Arkansas. You must be able to work a flexible schedule, which includes weekends, holidays, and after hours.  

This position's primary focus is assisting users of Dillard's Information Technology services who are experiencing complex procedural or operational problems with IT applications, hardware, or services. It is also responsible for executing, monitoring, and resolving issues with batch processing.  

THE TEAM

Night Shift Operations is responsible for closing the business day and starting the batch processes during the overnight hours, performing systems maintenance, monitoring the performance of the batch processes, and ensuring all company applications are available on time to start the next business day. They are also responsible for providing technical support to all Dillard locations that are still online when the evening shift starts and as those locations come online in the morning.  

WHAT YOU WILL DO

• Provide technical software, hardware, and network problem resolution to all IT resource users by performing question/problem diagnosis and guiding users through step-by-step solutions
• Must be able to function independently
• Handle phone and email support for moderate system or content issues 
• Identify, resolve, and escalate issues when necessary
• Clearly communicate technical solutions in a user-friendly, professional manner 
• Record interactions in our service ticket database 
• Leverage AI to quickly review service ticket histories and problem descriptions to identify patterns in recurring inquiries, and draft clear, standardized resolution documentation for the service ticket database
• Occasionally assist other staff members and monitor open tickets to ensure timely and effective resolution 
• Provide equipment upgrade and maintenance assistance to personnel at all Dillard's operating locations
• Ensure all batch processes are started and completed in a timely manner

THE "MUST-HAVES"

• Authorization to work in the United States without sponsorship
• Education or at least two years of experience working in a help desk or technical support call center environment
• Excellent problem-solving and decision-making skills
• Excellent verbal and written communication skills
• Must possess a customer-friendly attitude with the ability to work in a fast-paced team environment

THE "NICE-TO-HAVES" 

• Previous customer service experience
• Previous experience in a network operations field
• Previous IT Operations or production control experience
• Knowledge of Job Control Language (JCL) and batch scheduling applications (Zeke)
• AI Proficiency: Experience using generative AI tools (like Gemini, ChatGPT, or internal AI features) to streamline documentation, troubleshoot technical issues, and improve resolution workflows
• Efficiency Mindset: A proven track record of using technology to automate repetitive diagnostic or administrative tasks, allowing more time for complex problem-solving

Location & Hours:  This is a full-time, on-site position located at our Little Rock, Arkansas headquarters. A high level of attendance is required as an essential function of this position.

No immigration sponsorship (ex. H-1B, TN, STEM OPT) is available for this position.