Service Desk Analyst
Kelli's•Coppell, TX
•Onsite
About The Position
Kelli’s is looking for a Service Desk Analyst to provide front-line technical support to our corporate office, distribution center, retail stores, and Cloverkey hospital gift shop locations. This is a hands-on support role for someone who enjoys troubleshooting problems, helping people, and seeing an issue through to resolution. You’ll be the first point of contact for technology-related questions and will provide support by phone, email, and through our ticketing system. This position is on-site Monday-Friday from 8am-5pm.
Requirements
- 2+ year of hands-on help desk or service desk experience.
- Experience troubleshooting Windows desktops and laptops.
- Experience supporting Microsoft 365 applications and users.
- Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
- Experience troubleshooting printers and other computer peripherals.
- Experience working in a ticketing system and documenting technical issues clearly.
- Strong customer service and communication skills.
- Ability to explain technical issues and solutions to non-technical users.
- Strong troubleshooting and problem-solving skills.
- Ability to manage multiple tickets and prioritize based on business needs.
- A dependable, team-oriented approach with strong follow-through.
Nice To Haves
- Experience with Jira Service Management and Confluence.
- Experience supporting a retail point-of-sale system; NCR Counterpoint experience is a plus.
- Experience supporting users across multiple locations.
- Exposure to Active Directory or Entra ID.
- CompTIA A+, Network+, or ITIL 4 Foundation certification.
Responsibilities
- Provide first-level technical support to employees across corporate, distribution, retail, and hospital gift shop locations.
- Troubleshoot Windows 10/11 desktop and laptop issues, including software, updates, printers, peripherals, and login problems.
- Support Microsoft 365, including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and MFA.
- Troubleshoot basic network and connectivity issues, including Wi-Fi, VPN, TCP/IP, DNS, and DHCP.
- Assist retail locations with POS, registers, receipt printers, scanners, and payment terminal issues.
- Create, update, and manage support tickets in Jira Service Management, including documenting troubleshooting steps and resolution.
- Resolve issues at first contact when possible and appropriately escalate issues that require additional support.
- Communicate clearly with users and keep them informed throughout the resolution process.
- Maintain accurate ticket queues and follow up on open issues through resolution.
- Use and contribute to the IT knowledge base in Confluence.
- Follow company IT security and data-handling requirements, including applicable PCI DSS requirements.
Benefits
- Opportunities to grow as the company continues to expand.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
