Analyst I IT Service Desk

PUMA•Boston, MA

3d•$51,800 - $68,905

About The Position

The Analyst I IT Service Desk provides first-point-of-contact technical support across PUMA’s corporate and retail environments. The role troubleshoots a broad range of hardware, software, network, mobile, and retail-system issues, and responds to critical store outages to limit business and financial impact. It coordinates with store and district leadership during extended outages, manages and prioritizes support tickets, and escalates incidents when appropriate. The position also collaborates with local and global IT teams on projects, supports hardware and software deployments, works with third-party consultants, and maintains IT asset tracking and inventory. Participation in an off-hours on-call rotation is expected approximately once a month.

Requirements

1–2 years of experience providing end-user support to a large user base in a corporate and/or retail environment.
A college-level degree in computer-related technologies or equivalent demonstrated experience.
Exceptional customer service and interpersonal skills for in-person and remote technical support, and the ability to adapt in a fast-paced environment.
Ability to prioritize and organize incidents, tasks, and projects while maintaining ticket-queue workload.
Working knowledge of Microsoft Windows, the Office 365 suite including Teams, Active Directory administration, Microsoft Copilot, and Dell and HP computers and hardware.
Hands-on experience administering and troubleshooting macOS, Apple hardware, iPhones, iPads, and iOS using JAMF and Meraki MDM.
Experience troubleshooting retail devices, including POS systems, printers, scanners, and credit card readers.
Understanding of basic network principles and protocols and services such as IP, DNS, and DHCP.

Nice To Haves

Knowledge of Cisco Meraki network equipment.

Responsibilities

Provide first-point-of-contact technical support to PUMA corporate and retail environments.
Troubleshoot and resolve technical issues involving MS Windows, macOS, networks, mobile devices, Office 365, Adobe Creative Suite, and retail systems.
Diagnose and resolve critical retail-system outages quickly to minimize financial impact to the business.
Coordinate and communicate with Store Managers, District Managers, and the business regarding extended outages and escalations.
Help monitor and manage the main ticket queue, take ownership of high-priority tasks, and prioritize work based on business impact.
Use judgment to escalate unresolved support incidents to higher-level support teams.
Collaborate with local and Global IT teams on ad hoc security, network, and application projects.
Perform hardware and software deployments and partner with third-party consultants on implementations.
Oversee asset tracking and inventory management to ensure IT tools are available to end users.
Participate in an off-hours on-call rotation approximately once every month.