Service Desk Analyst

Zumiez Inc•Lynnwood, WA

8d•$21 - $25•Onsite

About The Position

The Service Desk Analyst serves as the first point of contact for all end users including but not limited to, Store locations, Field Teams, Home office and distribution center staff. The objective is to provide a world class customer experience for the End User by supporting the organization in any and all IT related issues. This role involves delivering a World Class Customer Experience by providing technical support for the End User Tower, resolving common hardware, software or network related issues through diagnosis, trouble shooting, solutions and documentation. The analyst will provide Stores, Home Office and Distribution center world class IT support regarding POS, peripherals, LAN, WAN, mobile, web-based applications or any other issues. This role also includes configuring computer and telecommunications equipment and repairing as needed, answering phone calls and responding to voice mails, and handling IT related incidents through a ticket queue management system driving tickets to resolution with urgency, efficiency and accuracy. Additionally, the analyst will handle walk-up customers, create and maintain IT procedure documentation, and escalate high-level incidents to appropriate teams with urgency, ownership and follow-through. Familiarization with the organization's People, process, operating framework and technology is expected. The role requires providing World Class support during business hours and On-Call support after operating hours for Stores, Home office and Distribution center teams.

Requirements

Communication -- Listening, writing, verbal, non-verbal, questioning.
Knowledge -- Technical, business, ITSM (useful)
Customer Service Experience
Trouble shooting
Problem solving
Time Management & Personal Organization
Positive, Adaptable, Solution oriented
Customer Experience focused.
Aggressive, Competitive, Committed, Energetic
Natural problem solver
Self-motivated
Team player
Multitasker
Calm, patient, empathetic,
Urgent
Attention to detail.
Passion for technology
Curious & active Self learner
Willingness to step outside of your comfort zone
Flexible schedule with the ability to work during operating hours including evenings, weekends and holidays.
Available to support the business in a rotating 24/7 on call environment.
Humble, curious, and a voracious learner
Forward thinking, creative, and collaborative
Approachable, calm, and confident
High degree of emotional intelligence
Precise and effective in verbal and written communication
Embraces risk, hates the status quo and rules, and fosters the idea that fair is almost never equal
Seeks creative solutions, dives into the unknown, and feels comfortable out on limbs
Thrives in the complexity of working through influence without authority
Natural problem solver and differentiates where in the technology stack an incident occurs.

Nice To Haves

Customer Service experience preferably in a retail environment
Experience with Retail technology
Experience with Windows, Mac and Linux operating systems
Basic understanding of computer networking systems
Bachelor's degree in IT or equivalent experience preferred.
IT technical certification preferred (A+, MCP, MCSE, or MCSA)
BA/BS in Information Technology, Computer Science or equivalent field experience but not required.
Demonstrated proficiency in both Windows and Mac Operating Systems.
3 -- 5 years of experience of database, network or ideally system administration but not required.
3 -- 5 years of experience with scripting and automation tools, JAMF and/or BigFix experience a plus but not required.
Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of securely deploying end user devices to field teams.

Responsibilities

Deliver a World Class Customer Experience
Provide Technical support for the End User Tower -- resolving common hardware, software or network related issues through diagnosis, trouble shooting, solutions and documentation.
Provide Stores world class IT support regarding POS, peripherals, LAN, WAN, mobile, web-based applications or any other issues Stores need to support our customer.
Provide Home Office and Distribution center world class IT Support regarding hardware, phones, network, application and web-based applications.
Configure computer and telecommunications equipment and repair as needed.
Answers phone calls and responds to voice mails.
Handle IT related incidents through a ticket que management system driving tickets to resolution with urgency, efficiency and accuracy.
Handle walk up customers to the IT Service Desk location at home office.
Documentation -- New IT procedures, maintain/update existing Standard operating procedures, ticket history notes.
Escalation of high-level incidents to appropriate teams with urgency, ownership and follow through.
Familiarize with the People, process, operating framework and technology of the organization.
Provide World Class support during business hours for Stores, Home office and distribution center teams.
Provide World Class On-Call support to Stores, Home office and Distribution center teams after operating hours.