Junior Service Desk Analyst
About The Position
1-800-FLOWERS.COM, Inc. is seeking a motivated, customer-focused Junior Service Desk Analyst to join its Information Technology team. The role provides first-level technical support to employees across the organization, helping resolve technical issues and keep systems running smoothly. It offers hands-on exposure to enterprise systems and IT support operations for someone beginning or developing an IT career. The position follows a fixed overnight schedule: Friday, Saturday, Sunday, Monday, and Tuesday nights, from 11:30 PM to 8:00 AM, with Wednesday and Thursday nights off. The assigned days and hours are non-negotiable, and the employee must be available for the entire schedule, including weekends.
Requirements
- Associate degree in Information Technology or a related field, or equivalent experience.
- Basic understanding of computer hardware, software, Windows operating systems, and network troubleshooting.
- Familiarity with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Strong communication, customer service, and problem-solving skills.
- Ability to manage multiple support requests while maintaining attention to detail.
- Comfort providing phone-based technical support for extended periods.
- Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
- Willingness to learn new technologies and develop technical skills.
- Ability to consistently work the required fixed overnight schedule, including weekends.
Nice To Haves
- One year of IT support, Help Desk, or related technical experience is preferred but not required.
- Familiarity with Active Directory (AD) and Microsoft 365 administration.
- Experience using IT ticketing systems such as BMC Helix or Remedy.
- Exposure to remote support tools such as LogMeIn.
- Basic understanding of LAN, WAN, and network protocols.
- Experience documenting technical procedures or troubleshooting steps.
- IT certifications, such as CompTIA A+ or similar.
- Previous customer service or call center experience.
Responsibilities
- Provide friendly, professional, and timely technical support to employees across the organization.
- Answer incoming IT support calls, document issues, and work toward first-call resolution using Microsoft Dynamics.
- Create, track, and manage support tickets and pre-approved work orders through BMC Helix.
- Troubleshoot basic hardware, software, network, and application-related issues.
- Assist employees with Microsoft 365 account management, including account creation, modifications, password resets, and troubleshooting.
- Provide remote technical assistance using tools such as LogMeIn.
- Monitor enterprise systems, alerts, and scheduled jobs, escalating potential issues as needed.
- Assist with system outages by gathering information, documenting incidents, and communicating updates to affected employees.
- Escalate complex technical issues to senior Service Desk team members while ensuring timely follow-up.
- Maintain accurate technical documentation and contribute to knowledge base articles.
- Collaborate with IT team members to support daily operations and ensure smooth shift transitions.
- Follow established IT security policies, procedures, and Service Level Agreements (SLAs).
- Participate in team meetings, training, and ongoing process improvements.
- Perform additional duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
