As a Technical Support Analyst, you'll provide 24/7 first- and second-level support for our retail stores-troubleshooting Windows, iOS, and Android devices, managing incidents in ServiceNow, and escalating critical issues. Your analytical mindset, clear communication, and drive for process improvement will keep our stores online, productive, and delivering outstanding customer experiences. Job Description: Education High school diploma or equivalent required Bachelor's degree in a related field preferred Certifications: MCSA, CCENT, A+ Certification, Network+, MSDST Certification(s) preferred ITIL/ITSM training and certification preferred Work Experiences 3+ years prior systems support experience, which includes extensive hands-on troubleshooting of hardware and software issues Experience with current Windows operating systems required Experience with incident management, problem management, and request fulfillment using ServiceNow and/or other enterprise-level ticketing systems Skills: Analytical with strong problem-solving abilities and creative resolution skills Ability to effectively communicate with all levels of the organization Highly organized and detail-oriented Ability to work independently, as well as effectively contribute to a team environment Ability to prioritize workload, meet multiple deadlines simultaneously in a fast-paced, frequently changing environment Possess the skills to assist the end user remotely, utilizing strong verbal communication techniques Ability to define processes and identify possible improvements