Help Desk Analyst

BROAD RIVER RETAIL•Tega Cay, SC

1d•$50,000 - $55,000•Hybrid

About The Position

Broad River Retail is an organization of integrity, diversity and culture working together for the purpose of ‘Furnishing Life’s Best Memories’. At Broad River, we call all our employees “Memory Makers.” We do this because we know everyone that works for our Company has the power to make positive memories not only for our Guests, but also for their families, co-workers, and communities. We take pride in training and developing our teams so that they can provide a premier customer experience to every Guest. Our Memory Makers are the driving force that has led us to being the largest and fastest growing Ashley licensee in the U.S. and landing us on the Top Places to Work list two years in a row in our industry. AT A GLANCE The Help Desk team provides support to our corporate office staff, retail team members across all retail locations, and our distribution centers. The successful candidate for the Help Desk Lead position must demonstrate excellent customer service, troubleshooting, and technical skills. Strong teamwork and multitasking abilities are essential. The ideal candidate is a self-starter who takes the initiative and maintains productivity. This includes proactively addressing support requests, following up on outstanding issues, and managing tasks with minimal oversight.

Requirements

Experience with Windows 10, Windows 11, Mac OS X (Other OS’s as they emerge)
Office 365/Azure Active Directory maintenance
Mac and PC hardware
Printers, scanners, computer peripherals (Label Printers, RF Scanners, MFC, etc.)
Experience working with ticketing systems to track, prioritize and resolve support requests in adherence to standard SLA policies.
VOIP support experience
Mobile devices (iOS, Android)
Client PC connectivity - Ethernet, TCP/IP, DNS, DHCP, and VPN
Shared Drive (Mappings)
Strong customer service and troubleshooting skills
Ability to communicate technical information, both verbal and written, to a wide range of end-users
3 years+ experience supporting a Windows/Mac environment
Ability to work independently, as well as, in a collaborative team environment within an office setting.
Physical requirements such as extended periods of sitting and computer use may be required.
Ability to communicate effectively verbally, in writing, and/or electronically.
Ability to use logical reasoning for simple and complex problem solving.

Nice To Haves

An Associate’s degree or Bachelor’s degree is preferred
Preference will be given to candidates with training, experience or certification in IT or networking
The ideal candidate is a self-starter who takes the initiative and maintains productivity. This includes proactively addressing support requests, following up on outstanding issues, and managing tasks with minimal oversight.

Responsibilities

Provide exceptional support to a diverse range of users.
Proficiency in hardware, software, and network troubleshooting.
Handle Tier 1 and Tier 2 Requests
Review and Act on Tickets
Hardware/Software Upgrades and Repairs
Support of Storis ERP System
Follow-Up on Requests
Coverage During Business Hours
Manage and Monitor Internal Assets
Execute Special IT Projects
Travel to store or distribution center locations will be required for site inventory visits or in-person troubleshooting.
Flexibility to take on additional tasks