Service Desk Analyst
Store•St Louis, MO
5d•Hybrid
About The Position
The Service Desk Analyst provides day-to-day Tier-2 technical support for all stores, offices, and warehouses within North America and the United Kingdom. This role provides training and coaching for associate level analysts in addition to 3 rd party vendor support. This critical role enables Build-A-Bear to strengthen operational stability, maximizing resource efficiency, and drive ongoing improvement initiatives.
Requirements
- Associate’s degree or technical/trade school and 2 years’ experience or equivalent experience.
- 1-3 years providing 1 st & 2 nd level IT using a support ticketing solution and POS
- Experience in supporting Microsoft desktop systems and applications
- General troubleshooting experience
Nice To Haves
- Bachelor’s degree in computer science or similar field
- A+ or Net+ certification or equivalent
- 4+ years Providing 1 st & 2nd level IT support while troubleshooting software and hardware issues.
- Experience with ConnectWise
- Experience in network troubleshooting
- Skilled with MacOS and iOS devices
- PowerShell scripting experience
- Conscientious, thorough, and precise
- Naturally cooperative and supportive
- Comfortable following established procedures and processes
- Enjoys accomplishing work as an individual
- Communication is factual, polite, and professional
Responsibilities
- Provide service desk team support
- Improve efficiency and optimize processes
- Provide documentation as needed
- Point of escalation
- Manage on-call, in-office, and backup schedules
- Escalate items as needed
- Attend project meetings as needed
- Conduct New Bear technology orientation
- On-call and shift rotation
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
