Analyst I IT Service Desk

PUMA Group

95d • $51,800 - $68,905

About The Position

Provide first point of contact technical support to both the PUMA Corporate and Retail environments. Troubleshoot and resolve a large variety of technical issues including MS Windows, macOS, network, mobile devices, Office365, Adobe Creative Suite and Retail systems. Manage Retail store incidents involving critical system outages by using analytical skills to quickly diagnose and resolve problems to ensure financial impact to the business is minimized. Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations. Participate in team-based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business. Exercise judgment on when to escalate unresolved support incidents to Tier II level. Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications. Perform hardware and software deployments and partner with third-party consultants for successful implementation. Oversee asset tracking and inventory management to ensure availability of IT tools for end users. Participation in off hours on-call rotation approximately once every two months.

Requirements

• 1-2 years providing end-user support to a large end-user base in a remote-working environment.
• College level degree in computer related technologies or demonstrated equivalent experience.
• Exceptional customer service and interpersonal skills and the ability to adapt in a fast-paced environment.
• Ability to effectively prioritize and organize multiple projects/tasks while maintaining queue workload.
• Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration, Microsoft CoPilot, Dell and HP hardware including laptops, desktops and all-in-one computers.
• Hands-on experience administering and troubleshooting macOS, Apple Hardware, iPhones, iPads, iOS using JAMF and Meraki MDM.
• Troubleshooting retail devices including POS systems, printers, scanners, credit card readers.
• Understanding of basic network principles as well as protocols and services such as IP, DNS and DHCP.
• Knowledge of Cisco Meraki network equipment a plus.

Responsibilities

• Provide first point of contact technical support to both the PUMA Corporate and Retail environments.
• Troubleshoot and resolve a large variety of technical issues including MS Windows, macOS, network, mobile devices, Office365, Adobe Creative Suite and Retail systems.
• Manage Retail store incidents involving critical system outages.
• Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations.
• Participate in team-based monitoring and managing of the main ticket queue.
• Take ownership of critical priority tasks that are most impactful to the business.
• Exercise judgment on when to escalate unresolved support incidents to Tier II level.
• Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications.
• Perform hardware and software deployments and partner with third-party consultants for successful implementation.
• Oversee asset tracking and inventory management to ensure availability of IT tools for end users.
• Participate in off hours on-call rotation approximately once every two months.

Benefits

• Base pay for this position is $51,800 - $68,905 + Bonus + Benefits.
• Pay may vary depending on job-related knowledge, skills, and experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree