IT Support Analyst - Plum Market Corporation, Inc.

Plum Market•Farmington Hills, MI

8d•Hybrid

About The Position

The IT Support Analyst supports and maintains the technology systems used across Plum Market stores, Foodservice locations, and the Support Office. This role serves as a primary resource for help desk support, point-of-sale system maintenance, user access, equipment setup, and IT process improvement. The IT Support Analyst works closely with Team Members, Leadership, managed service providers, and security partners to resolve technical issues and help maintain reliable, secure systems.

Requirements

Experience working in a help desk or technical support environment.
Experience troubleshooting Windows and iOS devices, printers, phones, peripheral equipment, and network connectivity.
Familiarity with enterprise networking, virtual private networks (VPNs), firewalls, and network traffic monitoring.
Proficiency with Microsoft 365 applications.
Knowledge of security alert monitoring and basic incident-remediation practices.
Strong analytical, troubleshooting, and process-improvement skills.
Ability to accurately compile, organize, and transfer data between systems.
Excellent written and verbal communication skills.
Ability to participate in a rotating on-call weekend schedule and provide occasional after-hours support.
Ability to travel occasionally to Plum Market stores and satellite locations for support, upgrades, and new openings.

Nice To Haves

Experience with Microsoft Intune, SharePoint, and Active Directory is preferred.
Ability to learn and support multiple point-of-sale and e-commerce platforms; experience with LOC Store Management Suite, Square, Toast, Xenial, or Magento is a plus.

Responsibilities

Manage and resolve issues submitted through the company help desk system, escalating matters to managed service providers when appropriate.
Set up workstations, computers, and peripheral devices for Team Members.
Install, configure, update, and troubleshoot software and hardware.
Create and maintain user accounts, access, and permissions within Microsoft 365 and Active Directory.
Configure and maintain SharePoint sites and related access.
Maintain accurate records of technology assets, assignments, repairs, replacements, and system changes.
Enter and maintain data within point-of-sale and e-commerce platforms, including LOC Store Management Suite, Magento, Xenial, Toast, and Square.
Support point-of-sale price maintenance and assist with the accuracy of system data.
Monitor security alerts, assist with incident remediation, and coordinate with the Security Operations Center (SOC) and other technology partners.
Identify recurring issues, recommend solutions, and help improve IT processes and documentation.
Provide onsite support at Plum Market stores and satellite locations as needed.
Support store and corporate technology systems outside normal business hours when scheduled or required.
Maintain positive, professional, and productive relationships with Team Members, Leadership, vendors, and technology partners.