Help Desk Analyst I

Alta Convenience•Long Beach, CA

About The Position

The Helpdesk Analyst I provides Tier I technical support for United Pacific’s retail store environments, field operations, and corporate users. This role supports modern endpoint, cloud, and retail technology platforms, including Microsoft 365, Windows-based systems, point-of-sale (POS) systems, and network connectivity across multiple locations. Responsibilities include troubleshooting user issues, supporting store back-office systems, assisting with cloud-based services (Microsoft 365 / Azure), and ensuring reliable store operations, including POS, payment systems, and network uptime. This role actively monitors and manages tickets in the IT Service Management (ITSM) system, provides high-quality customer service, identifies recurring issues, and escalates complex incidents to Tier II/III teams. The Helpdesk Analyst I contributes to process improvements, documentation, and proactive support initiatives to improve system reliability and user experience.

Requirements

Experience supporting Windows 10 / Windows 11 endpoints
Experience supporting Windows Server environments (basic understanding, hybrid preferred)
Working knowledge of Microsoft 365 (Exchange Online, Teams, OneDrive)
Working knowledge of Microsoft Entra ID (Azure AD) fundamentals (user management, password resets, MFA)
Basic understanding of Networking (TCP/IP, DNS, DHCP, VPN concepts)
Experience using remote support tools / RMM platforms
Experience using IT ticketing systems (ServiceNow, Zendesk, ConnectWise, etc.)
Experience supporting retail environments preferred
Familiarity with POS systems and store operations
Understanding of payment flow and transaction troubleshooting
Strong customer service and communication skills
Ability to prioritize and manage multiple tickets simultaneously
Detail-oriented and well-organized
Ability to work in a fast-paced, multi-site environment
Demonstrated ability to learn new technologies quickly

Nice To Haves

Experience with PDI or similar ERP systems
Experience with Endpoint management (Intune / MDM)
Experience with Basic cloud concepts (Azure fundamentals)
CompTIA A+ / Network+
ITIL Foundation
Microsoft Certified: Azure Fundamentals (AZ-900)
Microsoft 365 Fundamentals (MS-900)

Responsibilities

Provide frontline technical support for store personnel and corporate users across multiple locations
Troubleshoot Windows-based endpoints (POS, back office systems, laptops, desktops)
Assist users with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
Support identity-related issues (password resets, account lockouts, MFA support)
Support retail Point of Sale (POS) systems, including transaction flow and store polling
Troubleshoot issues related to payment processing (credit/debit, fuel transactions)
Troubleshoot issues related to data transmission to corporate systems (PDI, ERP, back-office systems)
Deploy software updates and patches to POS and store systems
Troubleshoot store-level network issues including WAN connectivity (primary/backup ISP, LTE/5G failover) and LAN/VLAN connectivity (basic understanding)
Assist with troubleshooting VPN connectivity to corporate systems
Escalate firewall/router issues (Fortinet/SonicWall or similar) as needed
Support endpoint provisioning and imaging (POS, BOH, laptops)
Assist with device management using tools such as Microsoft Intune / Endpoint Manager (basic tasks) and Remote support tools (e.g., ScreenConnect, RMM platforms)
Perform hardware break/fix coordination and troubleshooting
Monitor and respond to incidents and service requests in ITSM/ticketing system
Document clear and detailed troubleshooting steps and resolutions
Prioritize tickets based on business impact and SLA requirements
Escalate complex issues to Tier II/III teams with proper documentation
Coordinate with third-party vendors and service providers for POS support, network outages, and hardware dispatch and repair
Open and track vendor tickets to resolution
Verify store data transmission and system health
Generate reports for store operations and IT leadership as needed
Identify recurring issues and trends to improve support processes
Maintain and update knowledge base articles and SOPs
Document support procedures and troubleshooting steps
Identify opportunities for automation and process improvement
Demonstrate strong problem-solving and customer service skills
Communicate effectively with technical and non-technical users
Work independently and collaboratively within a distributed team
Perform additional duties as assigned