Help Desk Analyst

PAINTED TREE•Little Rock, AR

About The Position

The Help Desk Analyst serves as the central first point of contact for Painted Tree Marketplace store issues, including IT-related incidents, facility concerns, and customer service inquiries from shoppers and shop owners. This role is responsible for intake, documentation, triage, and assignment of cases to the appropriate internal teams, ensuring issues are tracked, communicated, and resolved efficiently. This position plays a critical role in supporting day-to-day store operations and maintaining a positive experience for both shop owners and customers across multiple locations.

Requirements

Strong customer service and communication skills
Ability to triage issues and determine appropriate next steps
Experience handling multiple requests in a fast-paced environment
High attention to detail and strong organizational skills
Comfort working with basic IT systems and common office technology
Ability to learn and navigate ticketing and case management systems
Calm and professional under pressure
Reliable, accountable, and process-oriented
Team-focused with a problem-solving mindset

Nice To Haves

Familiarity with retail or multi-location operations is a plus
Prior help desk, service desk, or customer support experience
Experience supporting retail stores, field teams, or facilities operations
Familiarity with incident tracking, case management, or CRM systems

Responsibilities

Serve as the first point of contact for store-level issues related to IT systems, facilities, and operational incidents
Receive, document, and triage incoming requests from store teams
Perform basic troubleshooting where applicable and escalate issues as needed
Assign incidents to the appropriate internal teams (IT, Facilities, Operations, etc.)
Respond to inquiries from shop owners and customers in a professional and timely manner
Create, categorize, and assign support cases based on issue type and urgency
Provide clear communication regarding next steps, expectations, and resolution status
Ensure customer-facing issues are routed appropriately and followed through to completion
Create and maintain accurate case records within the help desk system
Monitor open cases to ensure timely follow-up and resolution
Apply consistent categorization and prioritization standards
Escalate unresolved or time-sensitive issues according to established procedures
Act as a liaison between stores, internal departments, and support teams
Provide clear written summaries and updates to stakeholders
Maintain a service-oriented, calm, and professional demeanor in all interactions
Document recurring issues, resolutions, and process improvements
Contribute to internal knowledge base articles and standard operating procedures
Identify trends in store issues or customer inquiries and report them to leadership